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.

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:

  • A "work around" to get the system functional.
  • A determination of the root cause along with the necessary steps and responsibilities for resolution.
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.
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.
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.
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.
Hours Monday through Friday, 8 AM to 5 PM (based on your corporate time zone)
Closed Holidays
Support Phone (614) 508-6150
Customer Center https://customercenter.astutesolutions.com/customerportal/#