Assitance Needed

In this microlearning, we will explain our view on managing our community. Furthermore, we specify how to direct questions, incidents, and feedback to the eMagiz team.

Should you have any questions, please get in touch with academy@emagiz.com.

1. Prerequisites

• Basic knowledge of the eMagiz platform

2. Key concepts

This microlearning centers around learning how to direct questions, incidents, and feedback to the eMagiz team.

Community management is about:

• Where can I post my questions?
• Where can I register my incidents?
• Where can I register my feedback?

3. Community management

In this microlearning, we will explain our view on managing our community. Furthermore, we specify how to direct questions, incidents, and feedback to the eMagiz team.

Community management is about:

• Where can I post my questions?
• Where can I register my incidents?
• Where can I register my feedback?

3.1 Questions

The eMagiz Q&A section is a specific area where all eMagiz users come together to help each other with questions and answers in using the eMagiz platform. The primary focus is on getting answers to questions around how to use & model the integrations in eMagiz or on how to interpret specific log entries in the Manage phase.

3.1.1 Moderation of the forum - we need you!

The eMagiz Expert Services team moderates the forum, and the eMagiz team will try to respond promptly to your question. In essence, we all share the responsibility to create a valuable forum for everyone that helps users. So, please don't hesitate to answer questions from other users. The Q&A Forum doesn't have any Support functionalities or replace that function. We hope this forum will be of value to you.

3.1.2 How to use the forum

• *Ask a question*
  You have free text to ask the question by clicking the Add Question button.

• *Answer question*
  Questions can be answered with the Add Answer button. 

• *Accept Solution*
  An answer can be accepted once used to solve the questions. This will help other users understand if the answer was valuable and satisfactory.

• *Add comment*
  Interact with the requestor via Comments

• *Subscribe*
  Receive email updates about interactions on a specific question

3.1.3 Turn around times

The eMagiz team is dedicated to answering these questions within the same business day unless answered earlier by other Community users.

3.2 Incidents

If you have an issue with your instance that is blocking the use of the platform, and some deadlines result in pressure to have resolutions faster, you need to register an incident in our eMagiz Support Portal.

Typical examples of incidents are the non-function of critical features in eMagiz (properties, deployment, version management, etc.) that are not working. Or more significant performance issues in the eMagiz Portal prevent using key features.

These kinds of incidents can be registered at the Support Portal and are handled by the eMagiz Support team. You would need to be registered as a user in the Support Portal. At the start of eMagiz, one or more users are registered in that Portal, which is allowed to register tickets. Specific guidance in which tickets should be registered is located in the Portal itself.

The eMagiz Support team is dedicated to resolving your incident and is in direct contact with eMagiz Expert Services in case needed. Please consult your eMagiz SLA owner in your organization to understand specific agreements in place around response times.

3.3 Improvements

While using the platform, you may notice more minor-like feedbacks you will have. For example, the specific behavior of the functionalities offered is not exactly working as expected yet does not result in an incident. Furthermore, you may have specific ideas for improving the use of the platform. 

These kinds of improvements - minor feedback and minor issues - can be registered via the eMagiz iPaaS Portal itself by using the feedback button located on the right-hand side. By simply pressing the button, you make your comment or suggestion. What's very handy in this process is that you can take a screenshot of the page where you are located to illustrate the issue. This will help us resolve your feedback quicker.

The eMagiz product management team frequently reviews the incoming feedback and makes short comments towards fixing these items. We are dedicated to resolving these issues for you. Some of these feedback items might be larger in effort and take longer before being resolved. Others may be fixed in an upcoming release. eMagiz will make discretionary decisions on these items.

3.4 Notice

The eMagiz Portal is only accessible for authenticated & authorized users of eMagiz clients. Users can decide what information to upload into the QA Forum, Support Portal, or Feedback button and whatnot. The use of pictures and other information from the platform is beneficial and advised. Please read our privacy policy here.

4. Key takeaways

Community management is about:

• Where can I post my questions?
• Where can I register my incidents?
• Where can I register my feedback?

• The eMagiz team is dedicated to responding to questions within the same business day
• The eMagiz team is continuously evaluating your feedback and tries its best to resolve issues at our discretion

5. Suggested Additional Readings

If you are interested in this topic and want more information, please read the help text provided by eMagiz.