How to get help, and how to use the customer portal.

Every request is registered as a ticket in our service desk, whichever channel you use. That gives you and us one shared record of what was reported, who is working on it and what was done.

Priority levels

The priority decides how quickly we respond. The response times that apply to your services are defined in your contract and SLA. Customer Approvers and Change Managers can see the SLA in the portal.

What to include in a ticket

• Which system – system ID, client, environment (production, test, development) or cluster name
• What happens – the exact error message or a screenshot, and what you expected to happen
• When it started – and whether anything changed just before, such as a deployment, transport or password change
• Who is affected – one user, a department or everyone
• How to reproduce – the transaction, URL or steps that trigger the problem

Why it matters: a ticket with this information can usually be worked on right away, without a round of follow-up questions.

The customer portal is protected by username, password and a one-time code from an authenticator app (two-factor authentication, 2FA). You set up 2FA the first time you log in.

Before you start: you need a username and password from basis.no and an authenticator app on your phone, for example Microsoft Authenticator, Google Authenticator or Authy. If you don't have a portal user yet, ask a Customer Approver in your organisation to request one from support@basis.no.

1. Open the portalGo to portal.bch.no and log in with the username and password you received.
2. Scan the QR codeThe portal shows a QR code. Open your authenticator app, choose "Scan QR code" (or "Add account") and scan it. The app now shows a six-digit code that changes every 30 seconds.
3. Enter the codeType the current code from the app into the portal and sign in. 2FA is now active for your user.
4. Next timeLog in with username, password and the current code from the app. You don't need to scan the QR code again.

New phone or lost the app? The portal can't be reached without a valid code. Email support@basis.no and ask for a token reset. When the reset is confirmed, reload the portal and repeat steps 1 to 3.

What you see in the portal depends on your role. Roles keep sensitive information, such as invoices and change approvals, limited to the people who need it. One user can hold several roles.

Quick reference

Need another role? Ask a Customer Approver in your organisation. They send the request to basis.no, so role changes are always approved by someone on your side.

A validation ticket is how we ask for a quick, documented decision from you: accept or reject. It means work that needs your approval, such as planned downtime, can go ahead without waiting for meetings or long email threads.

• Who receives it – only Customer Approvers and Change Managers in your organisation, by email
• What it contains – a short summary in the email. The full details, such as the timing, affected systems and the reason, are in the ticket in the portal
• What you do – open the ticket in the portal, read the details and choose Accept or Reject
• What happens next – your answer is recorded in the ticket. If you accept, we carry out the work as described. If you reject, we contact you to agree on an alternative
• If there is no answer – we send a reminder and follow up until we have a decision. The work does not go ahead without your approval

Typical examples: a maintenance window with downtime, a kernel or database patch, or a change with cost implications.

If you have access to more than one organisation, for example as a consultant or in a group with several companies, you use one login and switch between them in the portal.

1. Open the user menuClick the arrow next to your login name, top right.
2. Choose "Change Organization"Select the organisation you want to work in. Tickets, contacts and other content now belong to that organisation.

Different roles per organisation: your role is set separately for each organisation, so you may see more in one than in another. If content is missing, ask a Customer Approver in that organisation for an extended role.

Systems that are not exposed to the internet are reached through VPN. You download a ready-made configuration script from the portal; it sets up the connection on your computer with the right settings.

1. Log in to the portalGo to portal.bch.no. See section 02 if this is your first login.
2. Download the configurationOpen the Utilities menu, choose VPN Client Configuration and download the script for your operating system: Windows or Apple OS X.

Windows

1. Run the scriptRight-click the downloaded file (bcvpn….ps1) and choose "Run with PowerShell". Press Y if asked to confirm.
2. ConnectClick the network or Wi-Fi icon in the taskbar, select the new VPN connection and click Connect. Use the same username and password as for the portal.

Avoid typing your password every time: go to Settings → Network & internet → VPN, select the connection, choose Advanced options and enter your portal username and password.

macOS

1. Run the scriptDownload the Apple OS X script from VPN Client Configuration and run it. It adds the VPN connection to your Mac.
2. ConnectOpen System Settings → VPN and switch the new connection on. Use the same username and password as for the portal.

VPN access is personal. Don't share the configuration or your login with others; ask for a separate portal user instead.

I don't have a portal user. How do I get one?

Ask a Customer Approver in your organisation. They request the user from support@basis.no and decide which role you get. If you don't know who your Customer Approver is, contact support and we'll tell you.

I have a new phone or lost my authenticator app.

Email support@basis.no and ask for a 2FA token reset. When it's done, reload the portal and set up 2FA again by scanning the new QR code.

The code from my authenticator app is rejected.

Codes are time-based. Check that the time on your phone is set automatically, then wait for a new code and try again. If it still fails, ask support for a token reset.

I forgot my password.

Passwords can't be reset in the portal. Email support@basis.no and ask for a password reset, and we'll send you a new one.

I can't see tickets, invoices or system information.

Your role decides what you see (see section 03). If you work with several organisations, also check that you have selected the right one (section 05). Ask a Customer Approver for an extended role if you need more access.

The VPN connects, but I can't reach the system.

Disconnect and connect again, and check that you are not connected to another VPN at the same time. If the problem persists, create a ticket with the system name, the address you are trying to reach and the time you tried.

Can I report an incident by email instead of the portal?

Yes. Email support@basis.no. For critical incidents where a production system is down, call support on +47 970 54 859 as well. Emails create tickets automatically.