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Enhancing Customer Experience through Case Prioritization and Classification
At Board, we are committed to putting our customers first and focusing on providing the best possible experience. To achieve this, we have designed a system for prioritizing and classifying customer support cases. This method allows us to efficiently address your concerns and ensure that you receive the assistance you…
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How and when is scheduled maintenance managed?
Planned maintenance is performed during a fixed Sunday of each month, from 9am to 12pm (local region time), unless otherwise communicated by Board. The Sunday of the month is determined by the location of the data center selected by the Customer. Customers can change maintenance schedules if this conflicts with key…
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How can I view the Board logs?
Logs can be viewed and downloaded directly from the Admin Portal. These logs are grouped for argument. Learn more in the Board Manual: The Logs section.
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How can I move all databases and capsules between environments?
If you require a sync from your sandbox to production, or vice versa, please submit a new case via the Customer Support Portal. With a notice of at least one business day, this request can be completed by our Cloud Support team within a one to two hour window. Note, this request requires a stop/start of the Board Services…
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How can I move a database or capsule between environments?
You may copy or move databases and capsules from Board cloud to your computer and vice versa: If you need to upload a database to cloud environments, copy the database on the Z: shared drive with the SAS URI and restore it from the BOARD service. If you need to move a database from sandbox to production or vice versa,…
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Is it possible to request access to the backups taken for disaster recovery purposes?
The backup service provided in the cloud is for infrastructure environment disaster recovery only and is NOT intended to be a replacement of the standard backup plan that must be implemented with standard Board Backup tools. Customers must create and schedule a backup plan on drive Z: with the standard tool provided in the…
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Is it possible to modify the regional setting and the time zone of the environment?
Typically the regional settings are set to English (United Kingdom) and the time zone is set to the customer time zone, but they can be modified by submitting a support case via the Customer Support Portal. Changes to the regional setting require a reboot of the virtual machine. Changes should be planned with Board as it…
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How can I check the status of the on-premise connector?
To check the status of the on-premise connector open the "status" tab in the Configuration Tool, and then select “test.” Select “details” for more information. Learn more here: Getting Started with Board Cloud Connector (Hybrid Data Pipeline) – 2023 Update
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How can I check the free space on shared storage “Z:\”?
You may check the amount of free space available using a new log ""SharedStorageZ.log"" in the folder C:\Board\Dataset. You may also download this log file from the Admin Portal > LOGS > Other logs. Here an example of the content of this log file:
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Can we use the SFTP protocol to connect to Azure File Share?
Yes, you can request activation of the SFTP service to allow access via this protocol to Azure File Share. To do so, please open a support case to the Cloud Operation Team via the Customer Support Portal. The Cloud Operator will proceed with the activation of the requested service. At the end of the implementation, you…
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I can no longer connect to Board Azure File Share with the Microsoft Azure Storage Explorer?
Make sure you have the latest version of the product installed: Microsoft Azure Storage Explorer. Then, try re-registering the connection with the SAS URI making sure you have selected the "FILE SHARE" item. As a last resort, uninstall the application, delete the folder, and reinstall the application. If the problem…
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How can I connect to Board's Azure File Share to upload or download files?
You can use the Microsoft Azure Storage Explorer app using the SAS URI found in the "SHARED STORAGE" section of the Instances Admin Portal to connect to Board's Azure File Share. Alternatively, to perform scheduled file upload tasks, you can use the free downloadable AzCopy command line tool here: Download AzCopy. The…
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Which Identity Providers are supported to configure Board in SSO?
Potentially all Identity Providers (IdP) that support the SAML 2.0 or Open Id Connect standard are supported to configure Board in SSO, including: Azure AD Google AD Okta ADFS Learn more here: The Identity Provider Federation section
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Can I restrict access to Azure File Share connected to Board instances?
Yes, to restrict access to the Azure File Share you need to submit a support case indicating the authorized IP and/or subnets. The Cloud Operation support team will reply to your ticker with a link to its calendar where you can schedule a maintenance window during which the activity will be carried out in conjunction with…
