• As a customer, you are provided with an eMite service desk user account
  • If you have any issues, the first step is to raise a ticket via the eMite support desk
  • If you do not have a support desk user account, you
    can raise a ticket via support@emite.com
  • You can track the resolution progress of your issue by logging into the support desk portal
  • Once a support case has been logged via the support desk, you can e-mail the support desk for further escalation, if required
  • Support ticket priority is determined by urgency in relation to business impact. Impact refers to the extent to which actual or potential financial loss and/or reputational risk may result. Urgency is a measure of how quickly a resolution is required. There are additional elements including size, scope, complexity and resources required for the resolu’on to be carried out

eMite will help you visualize the capacity, performance, availability and service levels of your entire IT and contact center environments, within weeks. Our unique approach to data onboarding is your organization’s first step to gaining insight into trends, real-time performance metrics and future issues regardless of your hardware, infrastructure or applications.

 

Consulting services

eMite’s implementation methodology will guide you through: defining users, defining user roles, defining your metrics, defining your service models, extracting data from your configuration management database, configuring or creating data on-boarding adapters, configuring the dimensions of the service model to your organization’s structure and IT estate, drag and drop report creation, and drag and drop dashboard creation. Whether you are working with an eMite consultant or a certified implementation partner, the return on investment from eMite becomes visible in weeks.

Training

Training includes instructor-led courseware and video modules. All training commences with an instructor-led session before advancing to video based lessons that focus on key areas designed to refresh your instructor led training or introduce more advanced skills. Instructorled courses may be held at offsite training facili’es or on your premises. Courses include: End user, Super user, Install and integrate and Build your own.

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