Skip to main content

Support

Working with eVelopers Support​

Welcome to eVelopers' Integration Service Middleware (ISM) Support This document is intended to help you understand the eVelopers' ISM Support process, and to provide you with the technical resources needed to effectively plan, deploy, configure, and maintain your ISM integration between Seaware and Salesforce.

We aim to gather comprehensive information about your specific environment and use cases to offer you the best support possible. All collected information is confidential and accessible only to eVelopers' employees dedicated to assisting you. Please read the following sections carefully to understand how you can manage and provide this information through our Customer Support Portal.

How the ISM Support Process Works​

Authorized Support Contacts​

Your Standard Support Agreement includes a certain number of Authorized Support Contacts. These contacts should ideally be the individuals who manage your ISM environment on a daily basis. They are your local ISM product experts and will serve as the primary point of contact when your users encounter issues. Authorized Contacts are the only individuals who should be filing support cases with our team.

How to File a Case with ISM Support​

If you encounter any issues with the Integration Service Middleware, please reach out to us for support in one of the following ways:

  • Email: Send a detailed description of your issue to ism_support@evelopers.com. Please include as much information as possible about the problem, including any relevant logs, screenshots, and descriptions of your system configuration.

  • Ticketing System: If a ticketing system has been previously agreed upon, please submit your tickets through that system. Ensure to provide comprehensive details to aid in the swift resolution of your case.

By providing detailed information when you first report the issue, you help us minimize the time required for back-and-forth communication and speed up the resolution process.

Support Case Priority Rankings​

  • P1: ISM software is completely inaccessible or the majority of its functionality is unusable.
  • P2: One or more key features of the ISM software are unusable.
  • P3: Issues where ISM software features do not operate as documented.
  • P4: All enhancement requests.

For the SLAs for these priority levels, refer to the Service Level Agreement for Integration Server Middleware Software Support.

Details, Details, Details!​

When filing a support case, the more information you provide, the better. We want to see what you see and understand what you know. While some details may eventually prove unnecessary, compiling a comprehensive initial report can significantly decrease the resolution time later on. Effective communication and thorough documentation of the issue, use case, configuration details, and logs are crucial.

Critical Information to Include:​

  • Logs: Always include relevant logs from ISM.
  • Screenshots and Data Samples: For UI/web issues, these are invaluable for understanding the issue from your perspective.