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.
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.
How to Contact eMite Support
You can reach eMite Support team via any of the following contact options:
eMite Support Portal link:
https://prophecyinternational.atlassian.net/servicedesk/customer/portal/6
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.
If you do not have a support portal login, you can sign up for one using the ‘Sign Up’ link when clicking on the above link.
eMite Support email address:
emitesupport@prophecyinternational.com
eMite Support phone numbers:
APAC: +61 1800 790 139 (IVR - Option 3)
EMEA: +44 800 368 7423 (IVR - Option 3)
North America: +1 800 834 1060 (IVR - Option 3)
Escalation Paths
Should you need to escalate your request, please contact:
Your Technical Account Manager (if you have one assigned)
Carlos Osorio (Head of Global Support, based in APAC) → cosorio@prophecyinternational.com
Stephen Irecki (Chief Operations Officer, based in EMEA) → sirecki@prophecyinternational.com
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
2. Select Report an Issue.
3. Fill out all mandatory fields.
4. Click Create.
5. Track and manage your request going forward using the tools available within the portal:
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.
Priority Matrix
eMite support requests have 5 levels of priority, as defined below:
P1 - Highest: Critical issue that needs to be fixed immediately
P2 - High: Issue needs to be fixed with high urgency
P3 - Medium: There is an issue, but service is still running
P4 - Low: Minor issue or easily worked around
P5 - Lowest: Trivial issue with little or no impact on progress
Priority is automatically calculated based on the following priority matrix:
Impact | Urgency | |||
Critical | High | Medium | Low | |
Extensive | P1 - Highest | P1 - Highest | P2 - High | P3 - Medium |
Significant | P1 - Highest | P2 - High | P3 - Medium | P4 - Low |
Moderate | P2 - High | P3 - Medium | P4 - Low | P5 - Lowest |
Minor | P3 - Medium | P4 - Low | P5 - Lowest | P5 - Lowest |
Support Requests submitted via email will default to a priority of P3 - Medium. The assigned support consultant will manually adjust the priority of these requests after their initial triage.
Impact
Impact is a measure of the extent of the incident and of the potential damage caused by the incident before it can be resolved. Customers are asked to communicate the impact of a support request when submitting it via the Support Portal.
Impact | Definition |
1 - Extensive | The customer is experiencing an issue with the product affecting an enterprise or segment. |
2 - Significant | The customer is experiencing an issue with the product affecting a business unit or department |
3 - Moderate | The customer is experiencing an issue with the product affecting few users. |
4 - Minor | The customer is experiencing an issue with the product affecting a single user. |
Urgency
Urgency is how quickly a resolution of the incident is required. Customers are asked to communicate the urgency of a support request when submitting it via the Support Portal.
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. |
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 Customer | This issue is waiting on something from the customer. |
Escalated to Consulting | This issue has been escalated to the Consulting team. |
Escalated to Development | This issue has been escalated to the Development team. |
Escalated to Cloud Operations | 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/fix. |
Resolved | This issue has been resolved and is awaiting customer acceptance of the resolution. |
Canceled | This issue has been canceled. |
Closed | The issue is considered finished, the resolution is correct. Issues which are closed can be reopened. |
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.
APAC | Shift Hours |
Monday to Sunday | 11:00 PM – 8:00 AM (GMT) |
EMEA | Shift Hours |
Monday to Sunday | 7:00 AM – 4:00 PM (GMT) |
North America | Shift Hours |
Monday to Sunday | 3:00 PM – 12:00 AM (GMT) |
3rd Level Technical Teams
Should your support case be escalated to one of our 3rd Level Technical teams (Consulting or Development), the support request escalation will only be worked on during APAC hours, Monday through Friday.
APAC | Shift Hours |
Monday to Friday | 10:00 PM – 6:00 AM (GMT) |