New Enterprise Vault Support Portals: Check Access Before You Need It
Updated: 13 hours ago
A working archive and an active support agreement do not guarantee that the right administrator can open a case when needed.
On 7 April 2026, new support portals launched for Arctera, Enterprise Vault and InfoScale. Customers should review which portal applies to each product and confirm their access.
This is a small administrative task with a practical operational benefit.
Find the right route for the product
The support experience is being organised around the relevant product businesses. An Enterprise Vault case and an InfoScale case may therefore belong in different places.
Record the correct support destination alongside the product inventory. Use the vendor’s published guidance to confirm the route for other products in the environment rather than assuming they all share the same portal.
Update the internal support procedure so that a second administrator can follow it without relying on an old bookmark.
Test access before an incident
Ask authorised contacts to sign in and confirm that they can reach the required case functions. Check how existing cases are accessed and how a new issue should be reported.
If access is missing or the account information is incorrect, address it while the environment is operating normally. Follow the vendor’s current registration guidance and support route.
Also confirm the customer’s support identifiers and contract references. Keep evidence of coverage where the team can access it through an approved process.
Connect the portal with the incident procedure
A portal is an entry point. The customer still needs a process for collecting logs, describing impact, setting a contact and coordinating work.
For a complex archive, prepare a concise environment summary: versions, key components, deployment topology and recent changes. Avoid including passwords or unnecessary personal information.
Define when Virtech’s local specialists are involved and when vendor escalation is required. Clear ownership can make the first response more efficient.
For organisations managing multiple sites or contracts, this review is also a chance to correct outdated contact details and avoid a single-person dependency.
Virtech can help customers review Enterprise Vault support access as part of an environment assessment or advanced local support engagement. Learn more about our Enterprise Vault support services.
Check your portal access now, and ask Virtech to help close any support readiness gaps.
Email sales@virtech.ae or call +971 4 580 7555 to speak with our specialists.
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