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Customer Onboarding Guide

Anna
  • Updated

Issue

In this document you’ll find references to the information and contacts to help you get the most out of
your TuxCare services.

Information and references change from time-to-time so please let us know if
you see any broken links or if there is additional information that you feel would be useful to include.

Environment

  • Live patching (KernelCare Enterprise (KCE), LibCare, DBCare, QEMUCare)
  • Extended Lifecycle Support (ELS) Services
  • Linux Support Services

Solution

CloudLinux (CLN) or TuxCare Account Portals
Regardless of which service(s) you’re subscribing to at TuxCare, we and you use your company’s CLN
Account or TuxCare Portal account to manage and maintain your company’s primary contact
information for notices, billing, and payments and at times your license keys.

In general, if you’ve been a customer before ~September 2021, your account is managed via the CLN portal. If you’ve become a customer after this date, your account is managed by the TuxCare Portal.

The TuxCare Billing team will provide you with your username and you will be able to change your
username and reset your password.

Please confirm that you’re able to log into your portal and can view and manage your company account information.

If you experience any problems, please contact your Sales or Customer Success representative.

Accessing

Live Patching - Service and Product Information

Extend Lifecycle Support (ELS) - Service and Product Information

Linux Support - Service and Product Information

Connecting with TuxCare

  • Technical Support - Support Portal
    Your primary resource for product information, self-service and support is our Support Portal. This can be found by navigating to www.tuxcare.com and clicking on the Support link in the top right of the page. This will take you directly to the Support Portal at: https://tuxcare.com/support-portal/.
    Please use the knowledge base search to locate the information most relevant to your needs. If you’re unable to find the information you’re seeking and solve your issue using the knowledge base, you can create a ticket at the bottom of any search results.

  • Sales & Customer Success
    Sales Executive: The person you worked with to begin using TuxCare services
    TuxCare Sales: sales@tuxcare.com +1 800-220-3540
    Customer Success Manager:
    Glen Kuhne gkuhne@tuxcare.com +1 669-270-4570
    Charles Walls cwalls@tuxcare.com +1 669-298-0776

  • Billing / Payments
    First, please log into your CLN or TuxCare portal and click on billing. This will present your current account balance along with associated invoices and payments received.
    Support for billing-related matters can be obtained via the TuxCare Support Portal at https://tuxcare.com/support-portal/ as described above.

    If you’re unable to find the information you’re seeking and solve your issue using the knowledge base, you can create a ticket at the bottom of any search results.
    When creating a ticket for a billing-related matter, on the Product dropdown menu, please select Billing-TuxCare.

    If that does not adequately address your questions, next contact your TuxCare Sales or Customer Success Manager so that we can understand the basis of your request. From there we can direct the appropriate resources if we’re unable to address your questions directly.

    For ELS customers who have deployed using a Mirror and are self-reporting ELS monthly usage counts, please use this article.

Useful links

Download the PDF Customer Onboarding Guide.

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