Customer Service Portal

The Customer Service Portal is a self-service portal that can be accessed at https://mambu.my.site.com.

You can use the Customer Service Portal to:

• Raise cases with Mambu support.
• View dashboards and reports about cases.
• Manage your sandbox.
• View tenant metrics.
• Manage contact information.
• View billing data.
• Access documentation for support, API, and compliance and security.

Accessing the Customer Service Portal

You must use multi-factor authentication when accessing the Customer Service Portal.

The first time you log in to the portal, you will have to choose the authenticator app that you will use on your mobile device.

We recommend using the Salesforce Authenticator mobile app, however you may choose to use another authenticator app.

Managing users

During the onboarding process, our support team will create onboarding user accounts for you based on the available onboarding user types. For more information, see Onboarding user types below.

After onboarding is completed, these onboarding user accounts are deleted and we will provision you with regular user accounts. For more information about the available user types for regular users, see Regular user types.

Onboarding user types

The available user types for onboarding user accounts.

Regular user types

The available user types for regular user accounts.

Requesting new users

To request a new CSP user, contact your Mambu Champion to discuss what level of access your new user needs and to determine what user type to request. The Mambu Champion can then raise a support case through the Customer Service Portal to submit a user request. Once our team processes your request you will hear back from us.

Accessing your account details

To access your account details:

1. On the navigation bar, select Accounts.
2. On the accounts overview page, select the Account Name for the account you want to view information for.

The account details page displays:

• Your account information, including contact details for your Mambu Champions.
• Mambu information, including contact details for your Customer Success Manager.
• Links to your production and sandbox tenants.
• Information about your SLAs.

Editing account information

In the Account Information section, you can edit information that has the Edit icon next to it.

Accessing tenant information

The Tenants section lists your production and sandbox tenants.

Select View All to go to the tenants overview page.

If you select a production tenant, you will go to the production tenant detail page and see relevant information and Tenant Metrics.

If you select a sandbox tenant, you will see go to the sandbox tenants detail page and see relevant information and the Sandbox Management options. For more information, see Sandbox Management below.

Accessing SLA information

In the SLA Information and SLAs Table sections you can view information about your SLAs.

Select View All in the SLAs Tables section to go to the SLA overview page.

Raising a support case

To raise a support case either select Raise a new case from the homepage or from the navigation bar.

In the Contact Support Form section, enter any necessary information. The information provided allows us to accurately process your case in accordance with the response times stipulated in the SLAs.

As you enter information in the Subject field, we also recommend related articles from our User Guide.

Sandbox Management

A Mambu sandbox is a testing environment where you can test configurations, updates, and new products before making them available to your clients in your production tenant. For more information, see Sandbox.

Sandbox management allows you to:

• Create a sandbox.
• Clone production to sandbox.
• Delete sandbox.

To access Sandbox Management in the Custom Service Portal, either:

• On the homepage, select Sandbox Management, or
• On the navigation bar, go to Accounts, then go to the Tenants section and select any sandbox tenant.

Creating an empty sandbox

To create an empty Sandbox:

1. In the Sandbox Management section, under Create Empty Sandbox, select Create.
2. Select OK.

Cloning production to sandbox

There are two options available for cloning production data to your sandbox: Clone with Production Anonymized Client Data and Clone with Production Data. These two options are described below.

To clone production to sandbox:

1. In the Sandbox Management section, under Clone Production to Sandbox, select the type of data you would like to clone with. The two options are Clone with Production Anonymized Client Data and Clone with Production Data.
2. Select Clone.

Clone with Production Anonymized Client Data

When production data is cloned to your sandbox using this option, all the client-identifiable data is either anonymized or deleted. This is the default selection.

The rules governing whether data is anonymized or deleted are based on the GDPR Article 17.

For more information on how data is anonymized or modified when cloning in this way, see Sandbox - Client data anonymization.

Clone with Production Data

When production data is cloned to your sandbox using this option, all settings and live data of the production tenant are replicated. Documents and attachments are not copied from one environment to another.

Duration

How long it takes to create a sandbox depends on the data type chosen and the amount of data you are cloning.

For an empty sandbox, you will see a message confirming that the sandbox has been successfully created in a few seconds.

If you select Clone with Production Data, this might take a few minutes.

If you select, Clone with Production Anonymized Client Data, the operation can take anywhere from a few minutes up to an hour, if you have tables with over 120 million rows.

Deleting a sandbox

To delete an existing sandbox to create a new one, simply create a new sandbox. See Creating an empty sandbox above.

To delete a sandbox without creating a new one:

1. In the Sandbox Management section, under Delete Sandbox, select Delete.
2. Select OK.

If you encounter any issues creating, cloning, or deleting a sandbox, please contact us through Mambu Support.

Invoices

You may view the invoices provided your user type has access to this feature. For more information, see User types above.

To view invoices, either:

• In the navigation bar, select Invoices, or,
• On the homepage, select Invoice.

You can use the table headings to sort the invoices. To download an invoice, select the PDF link.

Invoices are also sent by email to the billing contact of your organization. At the moment, invoices are not updated in real time in the Customer Service Portal. If you require information about an invoice that is not available on the Customer Service Portal, please reach out to the billing contact of your organization.

The status of invoices on the Customer Service Portal may also be delayed. If you require the most up-to-date status of an invoice, please contact us through Mambu Support.

Accessing compliance and security documentation

To access compliance and security documentation, in the navigation bar, select Compliance and Security.

Providing feedback

To provide feedback to our team:

1. In the navigation bar, select Provide Feedback.
2. In the Description, enter any feedback. Optionally, select Upload File to add any supporting documents.
3. Select Submit.