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What's included in my Support package?
As well as 2nd and 3rd Levels of Support, the following is also included in your monthkly Support package: Click here to find the difference between 1st, 2nd and 3rd Levels of Support.
What's the difference between 1st, 2nd and 3rd Levels of Support?
Level 1 Support Level 1 Support is offered by the client directly to their product’s Users Ember is not involved in this process. For example: Level 2 Support Level 2 Support is offered by Ember on tickets that cannot be resolved at Level 1 For ...
What are the different Severity Levels?
There are 4 different levels of severity you need to know about when you log a ticket: Critical Business Impact Significant Business Impact Minimal Business Impact Nominal Business Impact Please see below a definition of each level of Severity as ...
What can I ask Users when they report an issue?
When you escalate a ticket to Level 2 support, please include in your ticket: 1) A description of the issue (What is or isn’t happening?) 2) Is the issue User-specific? If so, can you please provide the Username and Email Address. 3) A screenshot ...
What's an ECN?
An ECN (Engineering Change Request) is a ticket, which is a change request or new feature and therefore is not a bug. Here's the process, starting from the point a ticket is raised: