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. This also includes raising a ticket but carbon-copying other staff unless you have been requested to do so. Due to the overwhelming number of emails our staff receive daily, it is regrettable that many direct emails are 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. At Emersion, it is company policy that all technical fault reports, work orders, project deliverables, account queries, sales queries and alike is tracked & managed via the Emersion Support Portal.

Raise a ticket in the Emersion Support Portal

"If it isn't in a ticket, we do not know about it"

Once a ticket is raised you will receive a tracking id, commonly called a ticket number. You may also hear us refer to this ID as an "issue". When referring to the issue with staff, you will be always be asked for the ticket/issue number. If you have not raised a ticket, our staff will request immediately that you do so. When you wish to update a ticket in writing, you can do so via emailing a reply to any ticket notifications or via the Emersion Support Portal web interface.

Occasionally a ticket may be time-sensitive. If your request is time sensitive, please make this clear in the ticket and the reason why. This will greatly assist our staff prioritise your ticket during the ticket triage process. If it is of a very urgent nature (a core part of the system is completely unusable for example), we recommend following up with a phone call.

Raising a Ticket

The Emersion Support system has a number of queues to ensure your ticket is sent to the most appropriate team. We may sometimes refer to these queues as boards or projects. Raising a ticket to the correct service board will avoid unnecessary delay in addressing your query.

Emersion prefers that you use the Emersion Support Portal to raise and update tickets, but when cases where that is not possible, you can raise and update tickets via email.

Technical Support

Web Interface: Emersion 'Service Desk' Portal (preferred)
Direct Email: servicedesk@emersion.com

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

• 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.

Your ticket number will appear as SR-XXXX

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. Where a bug has been identified and can be reproduced by our support team, we may inform you that we have linked to a development ticket. This will appear as a DE-XXXX ticket number (you won't have access to the internal DE ticket, but you can request updates and communicate further information via the SR ticket)

Sales

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

Quotes

Web Interface: Emersion 'Quotes & Requirements' Portal (preferred)
Direct Email: quotes@emersion.com

Existing clients can submit a request 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 service 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
• Feature Requests / Enhancements may also be requested via this method

Your ticket number will appear as QR-XXXX

If your request is clear and we can estimate appropriate time to complete a particular task, we will quote you either a time or $ value. Once approved in writing (via emial or portal comment), we will commence work and notify you once complete. Small tasks may be completed via the QR-XXXX ticket, others may require a linked PRO-XXXX ticket (for example where we need to engage our development team to have code written)

Work requests that are something we have regularly performed for you or are small in nature (up to 2 hours or $300 worth of work effort) may be approved by you, work performed by us and billed in arrears. All other paid work must be paid in advance unless otherwise authorised by the Emersion management team. Split payments (ie. 50% in advance & 50% on completion) are only available for larger work effort and must be approved by the Emersion management team prior to work commencing.

API Support

Web Interface: Emersion 'Service Desk' Portal - API Support (preferred)
Direct Email: servicedesk@emersion.com

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. You MUST provide detailed API Request / Response logs when reporting API issues.

Accounts Receivable

Web Interface: Emersion 'Service Desk' Portal (preferred)
Direct Email: accounts@emersion.com

This is for billing enquiries related to your services with Emersion. If you have any billing disputes or SLA claims, please direct your request here.

DO NOT use this for reporting accounts/billing enquiries related to the billing of your customers via the Emersion platform. Instead, please submit a support request

General Finance issues

accounts@emersion.com 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

Escalations where it is clear there has been no investigation performed by a client will be returned as insufficient information.

Project tickets are a different category of ticket. Each project ticket forms a key part of your project plan. While you are engaged in a project with Emerson, it is essential you review and update these tickets regularly and when requested. If you wish to raise a matter related to an ongoing Project please use the following service desk queues that Emersion has reserved for clients undergoing a project.

Project Support / Onboarding

Web Interface: Emersion 'Service Desk' Portal (preferred)
Direct Email: projects@emersion.com

This queue is specifically for clients who are undergoing a project with Emersion or are currently in the process of "onboarding". While your project is in progress, please refer all matters regarding the project and project deliverables here.

Updating your ticket via email

Emersion prefer customers use the Emersion 'Service Desk' Portal for checking on the statues of, and updating existing tickets.

For those times where a quick email reply may suffice, the system will automatically add your email as a ticket comment and notify the appropriate support agents to your comment. Please only ever reply via email to notifications from our ticket platform.

• Hint: If you have been emailed directly and one of (projects@emersion.com, accounts@emersion.com, servicedesk@emersion.com, quotes@emersion.com) have been added as a CC or BCC, please use the Reply All to ensure your reply is captured as a comment in the appropriate ticket.

Failure to use the correct format will result in either a duplicate ticket being created, or Emersion not receiving your update. In either case, this often results in unnecessary frustration as the Emersion staff member who is assigned to your original ticket, does not know that you have attempted to update it. Emersion will not be held responsible and no SLA claim will be deemed valid for clients who fail to update tickets appropriately and correctly.

Priorities and Escalation Process

Emersion always works hard to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. However it is not always possible for us to attend to your request straight away. The Service Level Agreement (SLA) provides for response times for Severity 1 and 2 issues.

1. Emersion will prioritise Severity 1 and 2 issues above all other work.
2. We will prioritise scheduled work (projects and work requests) following Severity 1 and 2 issues.
3. Severity 3, 4 and 5 issues will be actioned in accordance with the following policy:
   1. In order of the assigned priority
      1. Tickets rated as Severity 3 will be actioned before those rated at Severity 4 and 5, etc
   2. Tickets with the same severity will be addressed in order of the queue (oldest ticket first).

Changes in Priority

Emersion are sensitive to the fact that sometimes, changes in priority can occur. If you are waiting for a ticket to be addressed, and the matter is becoming time-sensitive, it is essential that you update the ticket before it becomes time-critical so we can re-prioritise your ticket accordingly. Please include a reason for requesting a ticket escalation. Context of a situation is rarely obvious. Explaining why a ticket has become more urgent assists us greatly and ensure all customers receive the right level of support at the right time.

When to Escalate

If after you have checked the status and updated the ticket, you are still not satisfied with the progress of your request, you are invited to escalate directly to a Manager. By invoking the escalation process, additional levels of Emersion management attention, procedure reinforcement and resource prioritisation are brought to bear on resolving your support request.

Use the escalation procedure only when:

• you believe that the SLA time frame for a technical support issue has not been met. Please refer to SLA time frames in your agreement.
• the delivery date on a Work Order has not been met and you have not been provided with a new date.
• the priority of your issue changes or becomes time-critical or time-sensitive.
• you have attempted to contact the person allocated to your ticket and have been unsuccessful.

Do not use the escalation procedure to:

• Demand Emersion resolve a Sev 3, 4, 5 technical support matter if we have given you a valid workaround.
• you have made no attempt to contact the resource(s) allocated to the ticket and request an update (you can see who is assigned your ticket via the Emersion Support Portal).

Escalations should not be a matter of course for every ticket, all the time. Emersion will ignore unreasonable or unjustifiable escalation requests

Who to Escalate to

If you need to escalate an issue, please try the following points of contact in order that they are listed.

Chris Michaels, Project Manager 03 8658 9487

Martin Edge, CTO 03 8658 9489

Paul Dundas, CEO 03 8658 9488