FAQsCovad VPN and Firewall Service Support
Installation and configuration
SUPPORT Who do I contact if I need technical help? Do I have separate phone numbers for access and security support? No, you have a single point of contact for support on all your Covad services. Please call Covad at 720-670-3230 if you have questions or issues relating to your Firewall, VPN or broadband service. [top]
How do I view reports, firewall configurations, etc. in the Customer Portal?Log in to the Customer Portal to view reports and firewall configurations for your security service. You will need the username and password that was included in the 'Welcome' email you received from Covad. [top]
How can I check on the status of an issue after I submit a trouble ticket?You can call Customer Support at 720-670-3230 for updated status information. [top]
Installation and Configuration Where do I get information about how to utilize my VPN and Firewall security services? When you purchase one of the Covad security services, you will receive a 'Welcome' email from Covad that contains important information about your new security services, such as access credentials that allow you to log in to the Customer Portal to view your network security status. [top]
If I purchased a Remote User pack, how do I get the Remote User Client software?If you purchased a Remote User pack, you can download the Remote User Client software at: http://downloads.perimeterusa.com/Fortinet/ [top]
How is the Remote User Client software installed and configured? Is there a user guide?Instructions for downloading and configuring the Remote User Client software for each computer are explained in the Covad Remote User VPN Installation and Configuration Guide. [top]
How do I setup my Remote User Client usernames and passwords?At the time your security service is first installed, you will be asked for userIDs and passwords for each of the remote users you have purchased. [top]
What do I do if I need to change or add Remote Users?You can call Covad Technical Support at 720-670-3230 for assistance or submit a trouble ticket through the Customer Portal. If you submit a trouble ticket, be sure to provide a contact name and number for us to call you back. For security reasons, you should not enter the new user information as part of the trouble ticket. [top]
If I need to change my firewall configuration, what are the steps I need to take? You can contact Customer Support at 720-670-3230 and we will gather the information needed to make the configuration change, or you can use the Customer Portal to submit a trouble ticket with the details of your request. After your service is operational, you can make up to 3 firewall configuration changes per year. If you request more than 3 changes, you will be billed for each additional change. [top]
If I use the Customer Portal to submit a firewall change request or to modify remote user access information, how will I be contacted? You'll be contacted at the phone number or email address you entered in the trouble ticket. |