Nokia Intellisync Support FAQ
These FAQs do NOT apply to Handheld and Consumer products
New to Nokia Support ?
Please register at the Nokia Support website
Existing Intellisync Support Users
Why do I need to register?
The Intellisync support systems are migrating to the Nokia Support Environment effective 17 July 2006. The new environment requires a new username be established for each support contact. By registering in the Nokia Support Environment your existing Intellisync incidents logged since June 2005 will be available in the Nokia Support Environment.
What do I benefit by this registration?
- Access to web resources and support information on a wide range of products
- Access to an extensive technical knowledgebase
- Support through a larger technical expert community - global access up to 7x24 through our Support Center Practices (SCP) certified Technical Assistance Centers
- Ability to manage cases leveraging Nokia's global support centers that offer reach to all pockets of the globe
What is the Intellisync Serial Number and why do I need to enter it?
The Intellisync serial number, included in the registration invitation email, uniquely identifies you as an Intellisync support user. The Intellisync serial number is used to validate your access to the Nokia Support Environment and will be used to migrate your existing Intellisync incidents to the Nokia Support Environment.
When do I need to register?
Your invitation e-mail has advised a registration date, please register by this date.
What happens if I do not complete my registration by the suggested date?
There could be a potential delay in providing you support while the support team validates your contract.
Also, your existing Intellisync incidents will not be migrated to the new Nokia Support environment and will not be accessible to you.
What will happen to my current Intellisync incidents?
By successfully registering in the Nokia Support Environment your existing Intellisync incidents logged since June 2005 will be migrated to the Nokia Support system. You will have access to all incidents logged for your company.
Will the systems be down due to the migration?
In our efforts to ensure that the migration happens smoothy and all data is migrated across successfully, the systems will be down and not accessible from the evening of 14 July 2006 PST to the evening of 14 July 2006 PST
Will I continue to work with the same engineer on my open cases after the migration to Nokia Support?
Yes, your case will remain assigned to the existing engineer.
Can I continue to receive support through the Intellisync support system after the migration
No, the login ids of exixting enterprise customers will be disabled as part of the migration.
Who will I contact to get support after the migration to Nokia Support?
The Intellisync support web site will be re-directed to the Nokia Support web site www.support.nokia. You will receive a Welcome e-mail announcement when the site is available and this will include all Nokia Global support contact information.
How will I find my incidents after the migration to Nokia Support?
You will receive a Welcome e-mail announcement when the site is available. This e-mail will include detailed instructions for logging and accessing your support incidents. Once signed in you will have access to all your company incidents.
Why can't I use my gmail or yahoo account for my Nokia contact e-mail?
E-mail accounts must be associated with the company that has purchased the support contract. Free e-mail accounts are not permitted.
Why can't I use a generic e-mail address such as intellisync@mycompany.com for my contact in the Nokia Support environment?
Nokia legal requires each customer contact represent a single individual.
When will the new Nokia Support environment be available?
The new support environment will be available 17 July 2006.
What if I want to add new support contacts to submit cases?
Contact your account manager or send an e-mail to Service.Registration@nokia.com to request an Intellisync serial number.
What if I forget my Nokia login information?
Registered customers can request their login and password from the support.nokia.com web site.
I am missing Intellisync incidents in my Nokia Support account, how do I get them back?
Only incidents from June 2005 were migrated to the Nokia Support environment. If your missing incidents are within this range, please send email to Service.Registration@nokia.com and advise them and they will work to restore them to your account.
