Street Central Portal User –

Client FAQ
Client Portal Frequently Asked Questions

This document is a sampling of some frequently asked questions regarding the Street Central client
portal. For further questions on the portal, please inquire at streetcentral@riministreet.com.

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Frequently Asked Questions:
Getting Started............................................................................................................................................3
Q1. What will I find on Street Central?....................................................................................................3
Q2. Where do I access Street Central?....................................................................................................3
Q3. Can I access Street Central from my mobile or tablet?.....................................................................3
Login Questions..........................................................................................................................................3
Q4. Do I need a new username and password to access Street Central?................................................3
Q5. What if my email has changed?........................................................................................................5
Q6. What If I Forget My Password?.........................................................................................................6
Q7. What are the password requirements?............................................................................................7
How Do I Update My Profile.......................................................................................................................8
Q8. How do I update my profile?.............................................................................................................8
Case Management – Important Tips..........................................................................................................9
Q9. How do I submit a case?...................................................................................................................9
Q10. How do I close a case?....................................................................................................................9
Q11. What are the differences between the priority descriptions (P1, P2, P3, P4)?...............................9
Q12. What kind of attachments can be uploaded?...............................................................................10
Q13. How do I add an internal contact member to a case?...................................................................11
Q14. Can I change the priority of a case?..............................................................................................11
Q15. Can I change the case status?.......................................................................................................12
Q16. How do I access a list of all open cases?.......................................................................................12
Q17. Can I print a summary of my cases?..............................................................................................12
Q18. Where can I export reports?.........................................................................................................13
Q20. I have Case Manager access yet I can only see my own cases. How do I see all of my team or
organization’s support cases?................................................................................................................13
User Administrator Functionality.............................................................................................................14
Q21. As a User Administrator, what functionality should I expect to see?............................................14
Q22. As a User Administrator for my organization, how do I add new users?.......................................15
Q23. How do third party support consultants gain access to Street Central?.......................................15
Q24. Our User Administrator has left the company or team. How do we assign a new one?...............15
Q25. How is a new User Administrator assigned and when?................................................................15
Q26. How do I know who is the User Administrator for my organization?............................................16

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Getting Started

Q1. What will I find on Street Central?

A. Street Central is the Rimini Street client portal. This secure, intuitive website lets you manage
your support cases easily and communicate with us 24/7 from any internet-connected device.
You’ll get access to tools and solutions that will keep your enterprise software running
efficiently. Designed to meet a range of support needs, Street Central is a one-stop shop for the
latest Rimini Street and industry news and information. You will also enjoy direct access to in-
depth technical knowledge, valuable services and insights from Rimini Street experts.

Q2. Where do I access Street Central?

A. You may access Street Central from the Rimini Street homepage by clicking on “Client Portal” at
the top of the page or via the following link: streetcentral.riministreet.com

Q3. Can I access Street Central from my mobile or tablet?

A. Yes, you can access Street Central using any smartphone or tablet.

Login Questions
Q4. Do I need a new username and password to access Street Central?
A. Yes, usernames are established in the Onboarding process and an email with a temporary
password is sent to all registered Portal Users. Most Portal Users are created during Client
Onboarding. If a Portal User needs to be created after that process, they can self-register by

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 creating an account with their email address. Additionally, the User Administrator can also
create an account for the Portal User.
To Self-Register: Access the Street Central at streetcentral.riministreet.com/login and create
account using your business email address and a password of your choice.

Upon submission of the account request, Portal Users will receive an email in which they must verify
their email account by choosing ‘Confirm email address’ button from the ‘Please Verify Your Email’
notice. This is required step prior to receiving portal access. (Note: If you do not receive notification,
please check your Spam or Junk folders).

The assigned User Administrator with a “matching email domain” will receive the requested portal
access request and can ‘Approve’ or ‘Deny.’

If a self-registering Portal User’s email domain does not match the User Administrator’s email
domain - or if multiple users with the same domain for more than one account (for example
consultants), the Street Central team will validate Portal User’s access request and route approval to
the User Administrator.
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 Once approved, the new Portal User will receive an approval email and can now login.

Q5. What if my email has

changed?
A. If your email has changed, it will need to be changed on the backend in order to provide system
access. Please notify your Primary Support Engineer or Account Manager to log a ticket on your
behalf.

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Q6. What If I Forget My Password?
A. If you forget your password, choose ‘Forgot Password’ from the login page and submit your
email address. A new email with a temporary password will be sent to you.

Upon login you will be asked to change your password

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Q7. What are the password requirements?
A. Passwords must contain characters from at least 4 of the 5 following categories:
1. Upper case letters (A – Z)
2. Lower case letters (a – z)
3. Numbers (0 – 9)
4. Punctuation
5. Special characters (e.g. @#$%^&*()_+|~-=\`{}[]:";'<>/ etc.)

Passwords should match the following criteria:

 Password should contain a minimum of 8 characters
 Password should contain a mix of uppercase letters, lowercase letters, numbers, and
optionally special characters
 Password should not contain the username
 Password should not be a previously used password within a reasonable threshold, such as 5
previous passwords or passwords used within the past 90 days
 Commonly used passwords should be forbidden

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How Do I Update My Profile
Q8. How do I update my profile?
A. Once you login to the portal, we recommend the very first thing you do is edit your profile,
located within the blue header at ‘Edit Profile’ or in the navigation at the top of the page
indicating ’Profile.’

The following fields are mandatory for Portal Users to complete:

 First Name
 Last Name
 Title
 Phone
 Cell
 Time Zone

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Case Management – Important Tips
Q9. How do I submit a case?
A. You can find the “Submit a Case” button in yellow on every page of the portal, or also access in
the top navigation under the Support Cases tab.

Q10. How do I close a case?

A. Once a case has been submitted, you can request the case to be closed by going into the case
under the ‘Support Cases’ tab, choose ‘All Support Cases’ and click on the case. Choose the
‘Request Case Closure’ button to submit the request.

Q11. What are the differences between the priority descriptions (P1, P2, P3, P4)?
A. Priority 1 Cases (P1):
 Client Support Priority Level Business Implications Priority 1 (P1) Production issue where a
supported Covered Product is completely unavailable to users or is working at a severely
degraded capacity/performance level for multiple users that makes Covered Product
unusable; or

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  Production issue has a major impact on external client/customer; or
 Production issue is impacting revenue or time-sensitive regulatory compliance AND no
acceptable workaround exists.
Priority 2 Cases (P2):
 Production issue where a supported Covered Product's functionality has become limited or
is working at marginally degraded capacity or performance for multiple users AND no
acceptable workaround exists; or
 An issue where a Covered Product component is unavailable or is working at a
severely degraded capacity/performance AND an acceptable workaround exists.
Priority 3 Cases (P3):
 Production issue where a single user is unable to use a Covered Product or a component of a
Covered Product that is necessary for the user to perform their primary work activities; or
 Issue that is not critical is encountered with the Covered Product that leads to a minimal loss
of functionality, capacity or performance; or
 A feature is unavailable where another can be readily used (i.e. routing to a different
printer).
Priority 4 Cases (P4):
 General request for information or "how to" (Q&A); or
 Report of the event of not causing impact to work operation or production.

Please refer to your Client Agreement for specific terms pertaining to your company

Q12. What kind of attachments can be uploaded?

A. You can upload any case related screenshots or documents. Please do not upload any third
party software (for example, code contained in either documentation, trace files or
screenshots), or any other third party intellectual property or confidential data to this client
portal or send such information to Rimini Street via email, unless Rimini Street has
demonstrated authorization for Rimini Street to possess a copy of such material.

Additionally, Rimini Street does not recommend clients upload their confidential production
data (for example, personally identifiable information) on the client portal or send such data via
any mechanism to Rimini Street. However, if you choose to upload or send such data, you are
authorizing Rimini Street to have access and use of such data for the purpose of resolution of
your particular request for support.

Helpful Tips:
 The maximum file size is 25MB.

 The following extensions are allowed to be uploaded:

.DOC, .XLS, .PPT, .PDF, .JPG, .PNG, .BMP, .GIF, .csv, .dat, .dms, .htm, .html, .ini, .log, .mht,
.msg, .net, .out, .png, .rpt, .rtf, .sql, .tracesql, .trc, .txt, .xml, .xnv, .zip, .log, .RAR, .rtf, .out,
.xlsx, .docx, .pptx

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Q13. How do I add an internal contact member to a case?
A. Once a case has been submitted, you can add a new case contact to the case by going into the
case under the ‘Support Cases tab’, choose ‘All Support Cases’ and click on the case. Choose the
‘Add New Case Contact’ button to submit the request.

Q14. Can I change the priority of a case?

A. Yes. Once a case has been submitted, you can go into the case and ‘Edit’ to update the case
priority.

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Q15. Can I change the case status?
A. Your Primary Support Engineer can assist in changing a case status.

Q16. How do I access a list of all open cases?

A. You can access a list of all open cases both in the ‘Support Cases’ tab and the ‘Reports’ tab.
Additionally, only Case Manager and Executive level access will have visibility into not only your
own cases, but your team’s cases and all cases for your organization, unless the case is marked
‘Private.’

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Q17. Can I print a summary of my cases?
A. Yes. By clicking on the ‘Support Cases’ tab, you can click ‘Print View’ at the top to print a
summary of all your support cases.

Q18. Where can I export reports?

A. The export function can be found in the ‘Reports’ tab.

Q20. I have Case Manager access yet I can only see my own cases. How do I see all of
my team or organization’s support cases?
A. On the ‘Support Cases’ tab, go to ‘All Support Cases.’ Only Case Managers and Executives have
access to view ‘My Team’s Cases’ and ‘All Cases.’ If the case is marked ‘Private,’ only the case

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 submitter and Rimini Street engineer will be able to view that case.

If you do not see the views ‘All Cases,’ or ‘My Team’s Cases,’ then your access level will need to be
adjusted. Should you need to gain access to additional tabs, contact your User Administrator to
adjust your access.

Once Case Manager or Executive Access is confirmed, use the following steps to View All Cases:
1. Login to Street Central
2. Click SUPPORT CASES Tab
3. Click ALL CASES Tab located below charts

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 4. Update "Open" filter to "All"

User Administrator Functionality

Q21. As a User Administrator, what functionality should I expect to see?
A. As a User Administrator for your organization, you will be able to:
1. Reset password for any of their portal users, edit user record and remove portal user by clicking
on icon next to user's name:

2.
User Administrators can also view, create, update, edit access and remove portal users, in addition to
approving portal account requests from self-registering users.

Q22. As a User Administrator for my organization, how do I add new users?

A. User Administrators can add new Portal Users by choosing the “Profile” tab in the navigation
and selecting ‘Management Administration.’

Use the ‘Create New User’ button and enter the email address(es) of the new Portal User(s).

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Q23. How do third party support consultants gain access to Street Central?
A. As access to the portal is granted via the organization’s User Administrator, if a third-party
consultant attempts to create access to Street Central, the system will not recognize unique
domain names and associate it with the correct client organization.

In order for a third-party consultant with a different domain name to gain access to Street
Central, the User Administrator or Account Manager will have to log a case to have that
username established in the portal and associated to that organization.

Q24. Our User Administrator has left the company or team. How do we assign a new
one?
A. Contact your Primary Support Engineer or Account Manager to log a ticket for a change of
Admin and access request.

Q25. How is a new User Administrator assigned and when?

A. Clients in Onboarding will work with their Onboarding Project Manager to set up main contacts
and at least one User Administrator after the Technical Onboarding Call. Future new users will
need to self-register and the User Administrator can approve or deny user.

Q26. How do I know who is the User Administrator for my organization?

A. By creating a new account on the portal, a notification will be sent to your designated company
User Administrator who will authorize your requested login. You will receive a confirmation
once the User Administrator approves authorization. Your Primary Support Engineer or Account
Manager will also be able to look up the designated User Administrator for your organization.

For further questions, please contact

streetcentral@riministreet.com
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