Discussion Feed

This article answers frequently asked questions about the registration process, subscription options, and training units for AppDynamics University , our e-learning platform.   For FAQs about the types of learning activities available in University and how to sign up for them, click here.   FAQs What’s the difference between a Standard University subscription, Premium University subscription, and training units? How do I purchase a Premium University subscription or training units for myself or my team? How do I register for AppDynamics University? How do I log in to AppDynamics University? How can I reset my password if I forgot it? How can I tell whether my University subscription is Standard or Premium? What if I have an issue accessing University?   What’s the difference between a Standard University subscription, Premium University subscription, and training units? Below is a high-level overview of these three offerings: Standard subscription - This is included with your AppDynamics paid account and you get access to all self-paced content. Premium subscription - You will have unlimited access to public instructor-led courses (ILT), along with all capabilities associated with the Standard subscription. Training units - These can be redeemed for access to public or private instructor-led courses (ILT).   For a more information on what’s included in the University subscription packages, click here .   How do I purchase a Premium University subscription or training units for myself or my team? If you would like to purchase a Premium University subscription or training units, contact your AppDynamics Account Manager. As mentioned above, the Standard University subscription is already included with your AppDynamics paid account.   How do I register for AppDynamics University? Once your organization has purchased a University subscription for your team, your AppDynamics Account Manager will provide a registration URL to your company’s point of contact, who can then invite team members to join your subscription. Once invited, you will receive an email with specific instructions on how to join your organization’s University subscription. After  you register, you can access University content on https://learn.appdynamics.com .   How do I log in to AppDynamics University? You will log in to your account at learn.appdynamics.com using the same credentials (work email address and password) that you use with www.appdynamics.com.   How can I reset my password if I forgot it? On the www.appdynamics.com login screen, click the “Reset Password” link and follow the instructions to reset your password.   How can I tell whether my University subscription is Standard or Premium? Once you are logged in at https://learn.appdynamics.com , click the Transcript link in the navigation bar. Your Standard or Premium subscription will be identified at the top of the page.   What if I have an issue accessing University? Please contact education@appdynamics.com if you encounter errors such as "Cannot proceed with payment and registration as error occurred during validations " or "invalid key," since these require case-by-case investigation and resolution.  Please include as much detail as possible so we can resolve your issue as quickly as possible.   ... View more

FAQs Where can I find answers before submitting a Support ticket? How do I submit a Support ticket? What are some tips for creating a Support ticket? Who can submit a ticket? Why am I receiving an error when accessing the Support Portal? How do I choose the appropriate ticket priority? How do I see all of my company’s tickets?   Where can I find answers before submitting a Support ticket? AppDynamics has a wealth of documentation, articles, and training available. You may find the answer to your question in one of the resources available at www.appdynamics.com/support   How do I submit a Support ticket? 1. Go to www.appdynamics.com/support and click Support Portal.   2. Sign in with your AppDynamics username and password.

   3. Click Create New Request.   4.  Complete the form to submit your support ticket. See What are some tips for creating a support ticket? for details on what information to include in your ticket.   What are some tips for creating a support ticket? Selecting the correct component streamlines ticket routing process and response. Select the appropriate priority based on the table here. Provide as much detail as possible: Example of an unclear Subject: Urgent Issue- Need Help! Example of a clear Subject: Controller not starting up after upgrade Subject: This should be meaningful and descriptive Description : I nclude the issue/problem/question, the technical impact/background, the business impact/background, reproduction steps, actions you've already taken, and any additional information that may be helpful in resolving your issue. Ensure that the ticket contains the correct version information for the agent and Controller as applicable. For agent-based issues, provide the log & configuration directories. For on-premises Controller issues, provide the log directory.   Who can submit a support ticket? Only users in your organization who are designated as Authorized Support Contacts have the ability to submit Support tickets. Your order form may indicate a maximum number of Authorized Support Contacts for your service level. Company AppDynamics Administrators can designate these contacts in Portal. If you need the ability to submit Support tickets, work with your current Administrator to gain Portal access. Once you’ve been granted permission, you will receive an email notification with a link to Portal and account details. 
For detailed instructions, please see How do I manage Portal users (Admin access only)?   Why am I receiving an error when accessing the Support Portal? If you clicked the Support Portal link and receive a “Permission Denied” error (see below), this means that you are not an Authorized Support Contact. Only Authorized Support Contacts can submit Support tickets. Please contact your AppDynamics Administrator(s) to gain additional access or to have an AppDynamics Support ticket filed on your behalf. If you do not know who to contact within your organization, we recommend starting with your Company's IT department.   How do I choose the appropriate ticket priority? 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   How do I see all of my company’s tickets? From the My Activities screen of the Support Portal, click Organization requests.     Last Updated 1/30/19 ... View more