Introduction

This information is for customers who have successfully logged in to the Support Center (Zendesk). Please note that access to this page is restricted to logged-in users only.

Serverworks Support Page

After logging in to the Serverworks Meisters Portal (https://service.serverworks.co.jp/), click "Help Page Home".

This will take you to the Serverworks Support Center, where you can search for technical documentation or browse articles. You can find information by entering keywords into the search field or by clicking on titles directly.

Submitting a New Inquiry or Request

To submit a new inquiry or request, click SUBMIT A REQUEST at the top right of the page.

Select the service you wish to inquire about.

The inquiry form will appear. The fields in the form vary depending on the service selected. Fields marked with an asterisk (*) are mandatory.

If you have contracts for multiple services, an option to select the relevant Organization will appear. Please select the organization associated with your inquiry. (Note: Depending on your contract status, organization selection may not be required.)

You can use the Attachments field to include logs, screenshots, or other relevant files. To resolve technical issues efficiently, we require specific details for our investigation. To ensure a faster resolution, please refer to the following guide before submitting your inquiry:

What information is helpful for technical inquiries? https://support.serverworks.co.jp/hc/ja/articles/360014137653

Once you click the SUBMIT button at the bottom of the page, your request will be sent to Serverworks. A copy of the submission will also be sent to your registered email address.

Checking Inquiries, Requests, and Notifications

The following items are all managed as support "tickets." By checking these tickets, you can track the content and status of:

• Inquiries and requests submitted by you

• Announcements from Serverworks

• AWS notifications (for AWS Billing Agency Services)

• Failure notifications for monitored resources (for AWS Managed Services)

To view these, click your account name at the top right of the Support Page and select My activities from the dropdown menu.

• By default, Requests is selected, displaying a list of tickets you have submitted personally.

• To view all tickets related to your company, click Organization requests.

• You can narrow down the list by entering keywords in the Search requests field or by filtering by STATUS

• Click on a Subject to view the ticket details or to add a comment.

  

For example, by selecting Organization requests and setting the status to Solved, you can view a list of all completed tickets for your company. For details on what each status means, please refer to the following guide:

[About Support Center (Zendesk) Ticket Statuses] https://support.serverworks.co.jp/hc/ja/articles/360009905354

Within the ticket details, you can see our progress, answers to your inquiries, and the content of notifications. If you have follow-up questions or additional comments, enter them in the text box and click [送信] (Submit) to update the ticket.