Support and help from Emersion
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 (this also includes raising a support ticket but carbon-copying other staff). All issues and work at Emersion is to be 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@emersion.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
- The conditions to reproduce the issue
- Any errors you have received
- Record IDs where the problem arose
- Details regarding what checks you have performed to try and isolate the problem yourself, such as any screens shots that support your concern, or report output that reflects what you are seeing.
e.g. what you attempting to do? What were you expecting to see vs what you actually saw happen?
e.g. service ID, note ID, Account ID
When we receive this information we can proceed with investigating your issue. Escalations where it is clear there has been no investigation performed by a client will be returned as insufficient information.
Sales – sales@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@emersion.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 queries & support issues related to the API are billable until it is proven and acknowledged that Emersion is at fault.
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 Includes accounts payable, company finance, etc.
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.
