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Overview
The eMite support team is available 24 hours a day, 7 days a week, and provides commercially reasonable best efforts for an efficient and effective support service to all global customers.
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Customers are supported both directly and indirectly (i.e., via managed service partners), so please check with your solution provider around the correct process for raising support requests with eMite. |
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How to Contact eMite Support
You can reach eMite Support team via any of the following contact options:
eMite Support Portal link:
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https://prophecyinternational.atlassian.net/servicedesk/customer/portal/6
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Due to the nature of the eMite solution, customers are highly encouraged to submit support requests via the Support Portal (or via email), so screenshots and logs can be shared easily.
eMite Support email address:
emitesupport@prophecyinternational.com
eMite Support phone numbers:
APAC Time zone: +61-1800-790-139 (IVR - Option 3)
EMEA Time zone: +44-800-368-7423 (IVR - Option 3)North America
NA Time zone: +1-800-834-1060
(IVR - Option 3From the IVR, please select NA Time zone.)
Escalation Paths
Should you need to escalate your request, please contact:
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Carlos Osorio (Head of Global Support, based in APAC) → cosorio@prophecyinternational.com
Stephen Irecki (Chief Operations Officer, based in EMEA) → sirecki@prophecyinternational.com
Drew Emery (Technical Account Manager, based in US) → demery@prophecyinternational.com
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How to Raise a Support Request
As an example, to report an issue:
1. Once registered, log into the eMite Support Portal. https://prophecyinternational.atlassian.net/servicedesk/customer/portal/6
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3. Fill out all mandatory fields.
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4. Click Create Send.
5. Track and manage your request going forward using the tools available within the portal:
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Support Request Priority
Support Request Priority is automatically calculated using customer provided inputs (Impact and Urgency) based on the Priority Matrix (shown below). Other considerations may also affect the assigned priority - including size, scope, complexity, and resources required for the resolution to be carried out.
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Urgency | Definition |
1 - Critical | Product is not functioning and must be resolved with top priority. |
2 - High | Product can no longer perform primary work functions and must be resolved with high urgency. |
3 - Medium | Product's work functions are affected and must be resolved in an efficient manner. |
4 - Low | There is inconvenience experienced in the product but does not require immediate attention. |
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Support Status Definitions
Support Status | Definition | ||
Waiting for Support | This issue has entered the support queue and is waiting to be assigned to a Support Consultant. | ||
Support In Progress | This issue is being actively worked on at the moment by the assigned Support Consultant. | ||
Waiting for CustomerAwaiting More Details | This issue is waiting on something from the customer. | ||
Escalated to Consulting | This issue has been escalated internally to either the Consulting team, Cloud Operations team, or Sales team. | ||
Escalated to Development in Progress | This issue has been escalated to the Development team. Escalated to Cloud Operations | ||
Awaiting Fix | This issue has been escalated to the Cloud Operations team. | ||
Consulting Services In Progress | This issue is being worked on by the Consulting team. | ||
Development In Progress | This issue is being worked on by the Development team. | ||
QA in Progress | This issue is being worked on by the QA team. | ||
Cloud Ops In Progress | This issue is being worked on by the Cloud Operations team. | ||
Awaiting Scheduled Upgrade/Fix | This issue is currently waiting for a scheduled upgrade/fixan identified root cause and is waiting for a fix issue from Development. | ||
Awaiting Upgrade | This issue has an available fix and is waiting for its release schedule. | ||
Resolved | This issue has been resolved and is awaiting customer acceptance of the resolution. | ||
CanceledClosed | This issue has been canceled. | Closed | The issue is considered finished, and the resolution is correct. Issues which are closed can be reopened |
Cancelled | This issue has been cancelled. |
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Support Shifts by Region
The following table details eMite’s support shifts in each region. The team uses a “follow-the-sun” global support model where support requests are handled by and passed between regions in different time zones to increase responsiveness and reduce delays.
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