Feedback and Technical Support
Providing Feedback
Emplifi welcomes all feedback on this document, including the following:
General comments
Suggestions for additional topics
Spelling and grammatical errors
Broken hyperlinks
Incomplete information
You may provide documentation feedback as part of a support call. Every suggestion is considered for future updates to the document.
Technical Support
Before contacting the Emplifi Support Services, please check the Emplifi Agent Help, other Emplifi documentation (such as the System Administrator Guide), other users in your company who have encountered a similar issue, or the Emplifi Agent Administrators at your company.
When you open a case with our Technical Support department, the case will be assigned a support level. The support levels are designed to set expectations both for you and for the Emplifi support team. The support levels are listed below with a time estimate for a response to your issue and the type of response. These are only guidelines and each case is unique, so please work with your representative to set any specific expectations.
Level 1: System Down
Response Time | Immediate (1-2 hour resolution) |
Description | The system is down and job functions cannot be performed. |
Resolution | The Emplifi Support Representative works on the issue until a resolution is determined. The resolution consists of one of the following:
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Level 2: Serious Performance Issues
Response Time | Same day (2-4 working hours) |
Description | Portions of the system are down or a problem is severely affecting users from performing their job functions. |
Resolution | The Emplifi Support Representative keeps in close contact to assure that the root cause or a work around is determined, and that necessary steps and responsibilities are defined. |
Level 3: Non-Urgent Issues
Response Time | 1-2 working days |
Description | A problem or a configuration issue is causing a user to not be able to perform his or her job functions effectively. |
Resolution | The Emplifi Support Representative reviews the issue and works to determine a resolution. This level typically requires a re-creation of the issue to determine alternatives or solutions. |
Level 4: General Question/Inquiry
Response Time | 3-7 working days |
Description | General inquiry or issue; how-to questions; general performance issues and other non-critical issues. |
Resolution | The Emplifi Support Representative determines the type of response. Many times the response will refer you to a particular piece of documentation or Professional Services for training/assistance in setting up new functionality. |
Level 5: Enhancement Request/General Functionality
Response Time | Undetermined (expectations will be set based on the issue) |
Description | Suggested enhancements or general questions about functionality; no errors are being received. |
Resolution | The Emplifi Support Representative records the issue and determines the proper response. This includes turning the issue over to Development as a suggested enhancement or to Professional Services for an estimate of services when applicable. |
Emplifi Support Contact Information
Hours | Monday through Friday, 8 AM to 5 PM (based on your corporate time zone) |
Closed | Holidays |
Support Phone | (614) 508-6150 |
Customer Center |