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If you are an existing AppDynamics University student, there's been some changes to the e-learning platform you should be aware of. This document covers frequently asked questions about migration to the new learning system to help you seamlessly continue your learning with AppDynamics University.   What has changed? We have re-architected our learning platform to offer better options for learning at AppDynamics. As part of this change, you will be redirected to a new system using your existing appdynamics.com account to access your courses and enroll in AppDynamics training. Training has now been organized into role-based learning tracks which highlight the most important courses for your specific job. Training is now more effectively organized so that you can find relevant topics much faster.   How do I log in? You will log into your account using the same credentials you use today with AppDynamics.com. Both your login and password remain the same.   What has changed with the way I consume training? Nothing. You will still access your courses the way you did previously with either instructors or launching self-paced training activities online.   I take online courses with Webex. Will this change? No. We are still using Webex and making additional improvements to provide a better experience in your virtual instructor led courses.   What are the different activities I can enroll in? Certification Exams: Provide formal recognition that you have demonstrated knowledge and proficiency to perform specific jobs or tasks related to AppDynamics.   Tracks: Represent a series of recommended learning activities to support you in performing the duties associated with your role.   Instructor Led Courses: Learning activities led by a live instructor. This includes both classroom instructor-led training (ILT) and virtual training (VILT).   Self-Paced Courses: These training activities are taken online at your own pace and include video tutorials, demonstrations, and simulations. Courses contain a pre-defined group of topics to be taken in sequence.   Self-Paced Topics: These training activities are taken online at your own pace and include video tutorials, demonstrations, and simulations.   How can I reset my login if I forgot it? At your appdynamics.com login screen, click the “Forgot Password” link and follow the steps to reset your password.   If I finish a course, can I take it again? Yes. You can enroll in self-paced courses and topics as many times as you’d like. If you have an AppDynamics Premium subscription you can enroll for instructor-led courses as often as you need. If you are using training units, each instructor-led course registration will deduct from your training unit balance.   Was my course history transferred from the old system? Instructor-led courses, as well as any private courses and certifications, have been transferred over. However, self-paced course progress is not available due to the new structure of courses in the system.   I have signed up for a training course on the old system, will this be changed? No. Your registration has been migrated to the new system and you should see no interruption in your course schedule.   Is there any change to the way I use training units? No. Your training units are available in the new system and can be used for public and private instructor-led classes. During course registration, you will be prompted for your training unit voucher code (access code).   How do I purchase learning for myself or my team? If you would like to purchase an AppDynamics Premium subscription or training units, contact your AppDynamics account manager.   I have training units, where can I register for training materials and courses? Training units can be used for instructor-led (ILT) courses. You can register at www.appdynamics.com/university by clicking the “Schedule a Course" button and selecting the course you wish to enroll in. You will receive additional instructions via e-mail after you register.   I have a subscription, where can I register for training materials and courses?   If you purchased an AppDynamics subscription for your team, you will receive a welcome e-mail from AppDynamics which contains information on how to allocate library subscriptions to team members at your organization. You can then distribute this link to members on your team so they can self-register. If you have received a registration e-mail, there will be a link to register for your University subscription from your company. Once you register, you can access University content on https://appdynamics.sumtotal.host/Core/dash/home.   I have more questions about my University subscription, who can I ask? For additional details on our subscription, contact your account manager or education@appdynamics.com.     ... View more

  Customer Support Resources   We have world-class adoption and enablement resources to help you succeed and get the most value out of your purchase. All authorized support contacts will have access to the support portal, which will be available and monitored twenty-four (24) hours per day, seven (7) days per week.   Before raising a ticket…. AppDynamics has a wealth of documentation and a fantastic community forum. You may find the answer to your question by utilizing these valuable resources found here and at the end of this guide.   Help & Support Documentation Community Release Notes, Security & Support Advisories Security & Support Advisories (automatic notification possible)   How can I raise a ticket?   Raise a ticket via our Support Portal      Sign in your AppDynamics username and password.

 Click on Create New Request Complete the form to submit your support ticket.     Tips for creating a support ticket   Selecting the correct component streamlines ticket routing process and response Select the appropriate priority (see table later in this document) Provide as much detail as possible (include logs & config directories) Subject: This should be meaningful and descriptive Example of a Bad Subject: Urgent Issue- Need Help! Example of a Good Subject: Controller not starting up after upgrade Description: As part of the description please include a brief description of the business impact Please ensure that the ticket contains the correct version information agent/controller as applicable For Agent based issues the following should be provided: Log & Configuration Directories For On Premises Controller issues the following should be provided: Log Directory   How do I see all my company’s tickets?     How do I create a new user as a Company Administrator on AppDynamics?   Please see Managing Users as a Company Administrator   Authorized Support Contact 
 Maintenance and Support will be provided solely to End User’s authorized Support contacts. The Order Form may indicate a maximum number of authorized support contacts for End User’s service level. End User will be asked to designate its authorized support contacts, including its primary email address. You can work with your current company administrator to gain access or you can email your account manager at AppDynamics, requesting Portal access. You will then receive an email notification, providing you with a link to the Portal and account details. 
   Software Updates & Upgrades   The End User must be up to date on their current fees in order to receive access to Maintenance.   Ticket Priorities The ticket priority is based on our SLA, which can be found in your EULA. The EULA is the definitive document with regards to SLAs. This table provides a more details summary of definitions for support categorization.   Priority Criteria Urgent End User production application is down, or there is a major malfunction, resulting in a business revenue loss and impacting the End User application functionality for a majority of users. Furthermore, ongoing full loss visibility through AppDynamics monitoring because of agent or (SaaS or on-premise) controller issues. Please note: When the ongoing production impacting issue has been resolved, the support team will downgrade the ticket to "High". The resolution of the production issue can be a fix or a workaround, where the workaround could also be to disable temporarily the agent(s). AppDynamics only tracks issues as urgent, as long as the customer is directly impacted by the issue. As soon as the root cause has been addressed or a workaround been implemented the priority of the ticket will be lowered to High. High Minor to significant loss of End User application functionality or performance, impacting the application functionality for a high number of users. Additionally, any significant loss of visibility through the AppDynamics monitoring because of agent issues within existing functionality or because of (SaaS or on-premise) controller issues. Normal Non-critical loss or impact to the monitored (production or pre-production) application. Furthermore, feature request or request for assistance solving a specific monitoring needs. Low Questions or issues with low priority     Additional Resources    Help & Support Documentation Community Release Notes, Security & Support Advisories Security & Support Advisories   (automatic notification possible) ... View more