Introduction
This document provides details about how to contact Manifest Software Solutions (Manifest) when system support is needed. It includes the options available when an issue arises, how to register for the helpdesk and our web console can help.
Your annual licence includes ongoing support including maintenance and upgrades of the Universal Adapter (UA). We pro-actively monitor your integrations daily and can quickly identify when an issue occurs.
The Manifest helpdesk is accessible 24 hours a day, 7 days a week for you to register new support requests and check progress or update an existing support ticket.
Customer Support Service
You can contact our support service using:
- Support Portal – ManageEngine ServiceDesk Plus – MSP (manifest–co.uk)
- Email – support@manifest-software.co.uk
- Telephone – for urgent requirements and escalations
Hours of Operation
The Manifest helpdesk is accessible 24 hours a day, 7 days a week for you to register new support requests and check progress or update an existing support ticket.
Our support service is operational during our core opening hours with our dedicated technical support analyst monitoring the helpdesk during the core hours of Monday to Friday 09:00am – 17:30pm (excluding UK public holidays).
For urgent support please see the details in the Further Assistance section below.
Pre-arrange out of hours support can be provided.
Project Implementations – Moving from Delivery to Support
During a project delivery there are several members of the Manifest team involved to support you through the lifecycle of your project, from understanding the initial high-level requirements, through to design, development, user acceptance testing (UAT) and ultimately go live.
As your project reaches the UAT stage we will work with you to support moving your project from the delivery phase through to the business-as-usual support phase. As you are preparing for go live, our technical support analyst will work with the assigned technical implementation consultant to understand your integration delivery and to prepare for supporting you with any issues post go live.
To ensure the smooth transition from delivery to support your technical implementation consultant will be available for a short period post go live whilst your new process settles into the live environment.
When You Need Support
Our helpdesk is where you can log requests for support for your live integrations and request changes to your existing processes.
The Manifest support process includes inbuilt email integration which provides the option for you to contact us via email or by using the helpdesk portal. Where the email option is used the email, and any attachments, seamlessly integrates with the helpdesk by automatically creating a new support ticket or updating an existing support ticket.
Email Option
The email address for creating and updating support tickets is support@manifest-software.co.uk. If the email is related to a new support request the email will automatically create a new support ticket within the helpdesk and provide a return email with the support ticket reference. Subsequent updates to the support ticket via emails will automatically be added to the support ticket and available to view within the history of the ticket.
If an email address is not recognised by the helpdesk, the support request will be put into the helpdesk approval area, and once approved, the support ticket will be raised. Subsequent emails from that email account will be recognised going forwards. Alternatively, if you provide us with a list of your users that will require access to the helpdesk, we can set these up accordingly ready to receive and recognise a new email account.
Helpdesk Support Portal Option
The helpdesk provides customers with the following functions in relation to support requests.
- Log a new support request.
- View the status of a support request.
- View a list of all support requests associated with your organisation.
- Update or amend an existing call.
- Close a call.
Telephone
For urgent requirements and escalations please see Escalation and Further Assistance below
Registering for the Helpdesk
To register your required users as members of the helpdesk please contact support@manifestsoftware.co.uk providing the names and email addresses of the users that you require setting up. We can then arrange for the users to be set up in preparation for them raising their first support ticket.
Incident Prioritisation
- Priority 1 Urgent – Live integration processes are affected, and business critical functions are unavailable and there is no workaround.
- Priority 2 High – Live integration processes are causing issues severely impacting the business function, but the process is operating.
- Priority 3 Medium – Live integrations are processing but intermittent issues are occurring; issues are not significantly impacting the business function.
- Priority 4 Low – Minor issue affecting the Live integrations or issues with non-production environments are preventing user acceptance testing.
Target Response Service Level Agreement (SLA)
Unless otherwise stated the following response times apply
- Urgent – Please phone
- High – 1 – 2 Hours
- Medium – 2 – 4 Hours
- Low – 8 Hours
Supporting Us to Support You
When raising a support request via email or via the helpdesk please provide as much information as possible to help us respond to your request at the first point of contact. The following information is very useful for us.
- Contact details
- The name of the integration / project or process
- Put ‘urgent’ in the title/description.
- The environment which is affected e.g. Live / Test
- What impact this is having on your business users, e.g. how critical is this to be resolved, is there a time constraint for the issue to be resolved
- Error messages, log files, screen shots to support the issue.
- Steps to replicate the issue.
- Is the issue intermittent or can be replicated?
On receipt of a new support request, we may request remote access to your applications / systems to carry out investigations. This is why it is important that we have your latest support access contacts and arrangements, therefore please let us know if these details change.
Note: If providing screen shots or log files with personal details please ensure that any personal data is redacted to comply with the GDPR regulations.
Web Console
The web console is a portal giving you a view of the status and messages from your thread-based integrations. The UA constantly sends meaningful data to the cloud, so you can see the information passing through your systems at any moment.
The web console gives you the tools to self-serve and monitor your integrations, with the ability to view the threads and interfaces and check services are running.
You can register for the web console at MUART Web Console (manifest–software.co.uk). When your registration details have been entered, they will require approval, and once approved, you will have access to your integrations for your organisation and environments e.g. Live / Test.
There is a web console user guide available from the Helpdesk or by contacting support@manifestsoftware.co.uk.
Escalation and Further Assistance
In the event of a High Priority incident or an escalation or for any other queries you can contact one of the following
| Helen Franks
Director of Customer Operations 07547 671955 |
Alan Swift
Technical Director 07734 696292 |
