EMMA Support Policy
Hours of Operation
Monday – Friday 9am – 5pm Central Time (major holidays excluded)
Standard Support Services
All EMMA subscription customers receive standard support services as a part of their subscription fee. Standard support provides access to Frontera's customer support portal, an integrated support ticket management system that provides status information on open support tickets as well as a support ticket history.
Initial contact response times for new support requests are based on the severity of the issue and are outlined below.
Standard support also includes regular updates to the EMMA software to provide bug fixes, security enhancements as well as new product features and performance enhancements.
Reporting a Support Issue
Support tickets can be entered 24x7x365 from the EMMA Support Portal (https://epicom.atlassian.net/servicedesk/customer/portal/4). New users are required to register an account on the portal by clicking the “Sign up” option on the portal login page.
Email Ticket Submission
Support tickets can also be submitted 24x7x365 by sending an email to email@example.com.
The more detail that you can provide about an issue, the quicker the support team can troubleshoot and resolve the issue. When submitting a support request, please provide as much detail as possible about the issue and how it was discovered. Where applicable, please include a description of the function being formed when the issue was discovered. Also include screenshots and/or links to appropriate records in EMMA when applicable. Provide the results of any troubleshooting measures you may have already undertaken, or the steps that can be followed to reproduce the issue.
Ticket Priorities and Response Times
Tickets will be handled by their severity and the order in which they are received. A Support Engineer will provide a response within the stated initial response time to ensure that your issue is handled in a timely manner.
The following table outlines the severity definitions for support tickets. The severity classification is the degree of impact that an issue has on operation of a component or system or how this affects the ability to achieve the intended business usage of the product. The table below provides a high-level definitions of the different severity levels. (Note that Customer Support may adjust the severity level if the initial severity does not match the definitions below. In such cases, the customer will be notified with an explanation for why the change was made.)
Critical - System unavailable or severely impaired in a manner that has significant business impact and for which there is no workaround available.
High - System imparied in a manner that has limited impact on business operations and for which there is no workaround available.
Medium - System impaired but in a manner that is not impacting business operations or for which a workaround exists.
Low - Routine product questions, requests for training, and routine configuration changes to customer’s system.
Initial Response Time
Initial response time is the time within which customers will receive confirmation of receipt of an inquiry, including a ticket tracking number, and an expectation of when a resolution or update should be expected. Initial response times are determined by the severity of the issue.
The following table provides a summary of the Initial Response targets:
Critical - 4 business hours
High - Next business day
Medium - 2 business days
Low - 4 business days
The EMMA team periodically releases updates to the EMMA product. These updates may be to fix bugs, address security vulnerabilities, or introduce new features to the core EMMA product. In general, these updates are completed without impact to each customer’s ability to access and use EMMA. Some upgrades may occasionally require a maintenance window during which the EMMA system will be unavailable. In these cases, the EMMA Support Team will reach out to schedule a maintenance window that is least disruptive to each customer’s operations.