Difference between revisions of "Support and help from Emersion"

From Emersion
Jump to: navigation, search
(Created page with "Contacting Emersion Technical Support – [mailto:emesupport@emerion.com.au emesupport@emerion.com.au] Contact our technical support team for any technical support matter suc...")
 
Line 1: Line 1:
−
Contacting Emersion
+
Contacting & getting help from Emersion
  
−
Technical Support – [mailto:emesupport@emerion.com.au emesupport@emerion.com.au]
+
While we understand sometimes the situation calls for it, we request that you kindly do not email staff directly as a matter of course. All issues and work at Emersion is to tracked & managed and referenced with a tracking ID, commonly called a ticket number. Due to the overwhelming number of emails our staff receive daily, it is common for direct emails to be lost or missed resulting in frustration. We request all clients use one of the following channels so we can ensure you get the speediest and best service possible.
−
Contact our technical support team for any technical support matter such as reporting faults and defects with your services with Emersion.
 
  
−
Sales – [mailto:sales@emersion.com.au esales@emersion.com.au]
+
'''Technical Support''' – [mailto:emesupport@emerion.com.au emesupport@emerion.com.au]
 +
Contact our technical support team for any technical support matter such as reporting faults and defects with your services with Emersion. In all cases, please provide us with the following:
 +
 
 +
<ul>
 +
<li>a detailed description of the problem</li>
 +
e.g. what you attempting to do? What were you expecting to see vs what you actually saw happen?
 +
<li>the conditions to reproduce the issue</li>
 +
<li>any errors you have received</li>
 +
<li>record IDs where the problem arose</li>
 +
e.g. service ID, note ID, Account ID
 +
</ul>
 +
When we receive this information we can proceed with investigating your issue.
 +
 
 +
'''Sales''' – [mailto:sales@emersion.com.au esales@emersion.com.au]
 
For sales enquiries & sales requests, new features, new services, extra training, business analysis and help with your business development.  
 
For sales enquiries & sales requests, new features, new services, extra training, business analysis and help with your business development.  
  
−
Work Orders – workorder@emersion.com.au
+
 
 +
'''Work Orders''' – [mailto:workorder@emersion.com.au workorder@emersion.com.au]
 
Existing clients can submit a work order during times where you need Emersion undertake work for you that we typically have done for you in the past, and for which you are happy to be invoiced immediately for upon completion. Examples include:
 
Existing clients can submit a work order during times where you need Emersion undertake work for you that we typically have done for you in the past, and for which you are happy to be invoiced immediately for upon completion. Examples include:
−
• Enabling a downstream retail provider
+
<ul>
−
• Importing data
+
<li>Enabling a downstream retail provider</li>
−
• Updating records in bulk because it is undesirable to do so via the user interface.
+
<li>Importing data</li>
−
• Double-check the configuration of a package, package plan, rate card prior to enabling and ordering new services.
+
<li>Updating records in bulk because it is undesirable to do so via the user interface</li>
 +
<li>Double-check the configuration of a package, package plan, rate card prior to enabling and ordering new services</li>
 +
<ul>
 
Work requests are typically less than 4 hours’ work. All work requests are estimated (time) for your approval and billed in arrears. Please allow at least 14 business days for your request to be completed once submitted.
 
Work requests are typically less than 4 hours’ work. All work requests are estimated (time) for your approval and billed in arrears. Please allow at least 14 business days for your request to be completed once submitted.
  
−
API Support – APISupport@emerion.com.au
+
'''API Support''' – [mailto:APISupport@emerion.com.au APISupport@emerion.com.au]
−
With the increased development around our API’s, both up until now and into the future, we have created this queue. For submissions of requests, bugs and fault reports for Emersion’s API where it is suspected Emersion is at fault.  
+
For submissions of requests, bugs and fault reports for Emersion’s API where it is suspected Emersion is at fault. Please be aware that all quieries & support issues related to the API are billable until it is proven that Emersion is at fault.
−
 
 
−
Accounts / Finance Enquiries – accounts@emersion.com.au
 
−
This is for accounts and billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your email to this Board.
 
−
 
 
−
</h2>Emersion projects</h2>
 
  
−
If you are undertaking a formalised project the following address may be used while that project is in progress.
+
== Emersion projects ==
  
−
Project Support - project-support@emersion.com.au
+
If you are undertaking a formalised project the following queues are to support you. If you have a problem or issue with the system, please ensure your email is detailed and specific. Please include at a minimum:  
−
Onboarding Projects - onboarding@emersion.com.au
 
−
If you have a problem, question, or issue to raise, please send a detailed email. If you are raising an issue, please include:  
 
  
 
<ul>
 
<ul>
Line 33: Line 41:
 
<li>The account you were using</li>
 
<li>The account you were using</li>
 
<li>Any error messages you encountered</li>
 
<li>Any error messages you encountered</li>
 +
<li>What were you attempting to do?</li>
 
<li>What you were expecting to see occur</li>
 
<li>What you were expecting to see occur</li>
 
<li>What actually occurred</li>
 
<li>What actually occurred</li>
 
</ul>
 
</ul>
 +
 +
'''Project Support''' - [mailto:project-support@emersion.com.au project-support@emersion.com.au]
 +
 +
'''Onboarding Projects''' - [mailto:onboarding@emersion.com.au onboarding@emersion.com.au]
 +
This queue is specifically for new clients implementing Emersion in their company.
 +
 +
 +
 +
== Accounts & Finance ==
 +
 +
Accounts Receivable - [mailto:billing@emersion.com.au billing@emersion.com.au]
 +
This is for billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your email here.
 +
 +
General Finance issues – [mailto:accounts@emersion.com.au accounts@emersion.com.au]

Revision as of 12:57, 29 April 2014

Contacting & getting help from Emersion

While we understand sometimes the situation calls for it, we request that you kindly do not email staff directly as a matter of course. All issues and work at Emersion is to tracked & managed and referenced with a tracking ID, commonly called a ticket number. Due to the overwhelming number of emails our staff receive daily, it is common for direct emails to be lost or missed resulting in frustration. We request all clients use one of the following channels so we can ensure you get the speediest and best service possible.

Technical Support – emesupport@emerion.com.au Contact our technical support team for any technical support matter such as reporting faults and defects with your services with Emersion. In all cases, please provide us with the following:

  • a detailed description of the problem

    • e.g. what you attempting to do? What were you expecting to see vs what you actually saw happen?

  • the conditions to reproduce the issue
  • any errors you have received
  • record IDs where the problem arose

    • e.g. service ID, note ID, Account ID

When we receive this information we can proceed with investigating your issue.

Sales – esales@emersion.com.au For sales enquiries & sales requests, new features, new services, extra training, business analysis and help with your business development.


Work Orders – workorder@emersion.com.au Existing clients can submit a work order during times where you need Emersion undertake work for you that we typically have done for you in the past, and for which you are happy to be invoiced immediately for upon completion. Examples include:

  • Enabling a downstream retail provider
  • Importing data
  • Updating records in bulk because it is undesirable to do so via the user interface
  • Double-check the configuration of a package, package plan, rate card prior to enabling and ordering new services
      • Work requests are typically less than 4 hours’ work. All work requests are estimated (time) for your approval and billed in arrears. Please allow at least 14 business days for your request to be completed once submitted. API Support – APISupport@emerion.com.au For submissions of requests, bugs and fault reports for Emersion’s API where it is suspected Emersion is at fault. Please be aware that all quieries & support issues related to the API are billable until it is proven that Emersion is at fault.

      Emersion projects

      If you are undertaking a formalised project the following queues are to support you. If you have a problem or issue with the system, please ensure your email is detailed and specific. Please include at a minimum:

      • The environment on which you encountered the problem
      • The account you were using
      • Any error messages you encountered
      • What were you attempting to do?
      • What you were expecting to see occur
      • What actually occurred

      Project Support - project-support@emersion.com.au

      Onboarding Projects - onboarding@emersion.com.au This queue is specifically for new clients implementing Emersion in their company.


      Accounts & Finance

      Accounts Receivable - billing@emersion.com.au This is for billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your email here.

      General Finance issues – accounts@emersion.com.au
Retrieved from "https://mediawiki.emersion.com.au/wiki/index.php?title=Support_and_help_from_Emersion&oldid=2014"