Enterprise Systems has solicited and reviewed feedback from across the organization related to feature requests and production support associated with various systems and applications. As a result, we are pleased to announce the following changes – effective October 11, 2021 – to our request and production support models moving forward:
Requests/General Support
- Please use ISRequests@emoneyadvisor.com to submit requests for new features, enhancements, or support questions that are not of an immediate, critical nature.
- This team provides support for numerous platforms outside of Salesforce and this change will unite and log all requests. Emails received through this address will be logged in Salesforce as cases.
Critical/Production Issues
This Microsoft Teams room – IS Production Support – should be used for any immediate, critical production support issue (e.g. system outages, broken functionality, missing data) that immediately impacts clients or ability to execute necessary business workflows.
- Each supported system (listed below) will have a separate channel in the Teams room and should be used accordingly.
- The team will monitor the Teams room under a newly expanded coverage model. Posting to one of these channels will result in a timely response.
- Severity Level Incident Assessment (Sev1, Sev2, NonSev, etc.): Response time will be ~20 minutes.
- In the event of a Sev1 determination, the IS&D team will kick off an Everbridge call tree workflow which will notify the appropriate business stakeholders and assemble the appropriate incident response team.
- Based on the affected system and the SevLevel assessment, the team will define the SLA time to resolve the production support issue/outage.
Supported Systems
The following systems/platforms are owned and adminstered by Enterprise Systems:
- Salesforce
- Zuora
- Eloqua
- SumTotal
- Looker
- Docusign
- Outreach
- Seismic
- Gong
- Discovery
- CyberSource/Avalara
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