eMite Support Handbook

1 Overview
2 How to Contact eMite Support
- 2.1 Escalation Paths
3 How to Raise a Support Request
4 Support Request Priority
- 4.1 Priority Matrix
- 4.2 Impact
- 4.3 Urgency
5 Support Status Definitions
6 Support Shifts by Region
- 6.1 3rd Level Technical Teams

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

eMite Support phone numbers:

APAC Time zone: +61-1800-790-139
EMEA Time zone: +44-800-368-7423
NA Time zone: +1-800-834-1060
(From the IVR, please select NA Time zone.)

Escalation Paths

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

How to Raise a Support Request

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 Send.

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
Impact	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.
Awaiting More Details	This issue is waiting on something from the customer.
Escalated	This issue has been escalated internally to either the Consulting team, Cloud Operations team, or Sales team.
Development in Progress	This issue has been escalated to the Development team.
Awaiting Fix	This issue has an 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.
Closed	This issue is considered finished, and the resolution is correct.
Cancelled	This issue has been cancelled.

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)