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2020-02-07
The latest update for the Case Management release includes:
- Indirect customer using the Prolexic product can now view and update managed security support cases.
- Bug fixes.
2019-11-07
The latest update for the support home release includes:
- New training videos available in the training video section of the support home page. Older videos have been removed.
- Standard bug fixes.
2019-10-17
The latest update for the Case Management release includes:
- Upload file size increased to 20 MBs in support tickets.
- Bug fixes.
2019-07-05
The latest update for the Support Home release includes:
- Premium 3.0 service and support level is now available.
- Compliance & Audit link has been removed from the Support Home menu.
- New UI banner has been added to the Support Home page.
- Standard bug fixes.
2019-05-23
The latest update for the Akamai University release includes:
- Stability improvements.
- Bug fixes.
2019-03-14
The latest update for the case management release includes the following enhancements to the Case Management v2 API:
- List cases operation now returns a severity member in the response body.
- Two additional service and support levels are now supported: Plus and Advanced.
2019-02-27
The latest update for the Akamai University release includes:
- You may now generate discount codes while registering for training courses.
- You may now select the Contracted button while registering for training courses.
2019-02-14
The latest update for the case management release includes the following enhancements to the Case Management v2 API:
- List cases operation now provides an optional query duration parameter that returns tickets created within the specified number of days that match a state defined in the type parameter.
- List cases operation now returns a submittedBy member in the response body.
2019-01-04
The latest update for the Support Home release includes:
- Akamai University link on the support page is now visible to the paid AT&T accounts.
2018-10-22
The latest update for the support home release includes the ability to use Live Chat tool (AkaChat) as an alternate inbound optional Customer engagement path.
AkaChat uses Live Chat, a powerful tool that most companies use as a support tool. Implementing Live chat enhances the customer experience in terms of response time. This implementation focuses on the pilot launch of Live Chat for the Account Management Group (AMG), who support customers on business issues.
The Akamai Chat option would be visible on the Support page in Luna.
Who can access Akamai Chat?
- Customers who are able to view, update, or create cases today in Luna, should be able to access Live Chat,
- Customers with support level higher than Standard support should be supported via chat,
- Customers with active contracts with Support Line item.
If agents are available for support, the Launch Chat button should be visible to customers. If none of the agents are available for support, the Launch Chat button should be greyed out.