1. WELCOME TO SUPPORT
March 2015 Amkai Solutions LLC

2. Contacting Amkai Support
Via Web:
Amkai Central
By Phone:
Via
Chat:
Live2Chat (accessed in application)
Call in all Severity One issues directly to Amkai Support
regardless of day or time. Response time may be delayed if
submitted by or through the web.
Other Time-sensitive issues may also be called in.
March 2015 Amkai Solutions LLC

3. Client Portal: Amkai Central https://siscentral. force
Gateway to:
Ticket Management
Upgrade Information
News and Events
Documentation

4. Support Hours Standard Support Hours
8:00 am – 5:00pm Your Local time, Monday – Friday (Holidays Excluded)
Support phone number:
After Hours
5:00pm - 8:00am, Your Local time, Weekends and Holidays included
Amkai On Call analysts provide support 24/7 during after hours Support periods for Severity one issues
If your after hours support call is for a severity 2,3, or 4 issue, we will log the call for response in accordance to response time SLAs
March 2015 Amkai Solutions LLC

5. Severity Level Definition
Description:
First Response:
Severity 1: Critical
The production Amkai Solutions software or a significant portion of it is either completely down or critically disabled to the extent that completion of the majority of client tasks is inhibited and no workaround is immediately available.
Begin work on issue within 1 hour
Severity 2: Major
The AmkaiSolutions software is functioning but an error has been discovered that inhibits the completion of major tasks.
Begin work on issue within 4 business hours
Severity 3: Minor
The AmkaiSolutions software is functioning but an error has been discovered. All tasks can be completed if a work-around measure is used.
Begin work on issue within 48 business hours
Severity 4: Cosmetic
This represents a usage question, request for future product enhancement or modification, or documentation clarification.
Begin work on issue within 72 business hours

6. Support Escalations
You may escalate your Support Ticket at any time if the severity increases or you feel you need assistance with advanced troubleshooting, reports, interfaces, database issues. Simply call Client Support at to increase severity level. The analysts can coordinate with:
Subject Matter Experts
Development Team
You may also escalate your support ticket to Amkai Management.
Mike Meyers, Director, Support and Training
John Zimmerman, General Manager, Client Operations

7. Dev Support Process
Amkai Support may coordinate with the Amkai Development team for assistance in the following scenarios:
Confirmation of system functionality
Advanced Troubleshooting
Dev Support Process
Dev Support ticket (JIRA) created from Support Ticket
Dev Support tickets are reviewed with the
Development team each Tuesday afternoon
Follow-up is provided on the Support Ticket
The JIRA ticket number is visible on your Support
Ticket

8. Additional Services
Issues that stem from the following areas and/or scenarios fall outside of the scope of Amkai Client Support:
Software used on a system that does not meet minimum hardware, software, operating system, and other system and configuration requirements.
The Client is responsible for Data backups and the routines that govern data backups.
Software that has been altered or modified by the Client or any third party.
Any systems or software not provided or supplied by AmkaiSolutions.
Hardware, Network, or Communication issues.

9. Additional Services
The Amkai Professional Services team will be engaged for assistance in the following scenarios:
New user training
Server Migrations (New Hardware)
Customizations (not limited to)
Changes to existing interfaces
New interfaces
Changes to existing reports
New reports
OS changes
Database upgrades

10. Support Surveys Sent with ticket closure e-mails
Feedback is reviewed and used to improve the customer experience!

11. Additional Resources AmkaiWiki
AmkaiCommunity
AmkaiTracker
AmkaiClientportal

12. Questions?