Requesting Support for Cortex

Requesting Accounts for the Support Site

EMS-Cortex operate an internal Cortex system for managing support accounts. Administrators can create their own support accounts by logging on to admin.ems-cortex.com

If you are not an administrator or need help creating an account, log a support ticket or email support@ems-cortex.com specifying full name, email address and preferred username. Telephone contact details and role within the organisation are also beneficial.

Requesting Support

All requests for Cortex support should be made through logging a Support Ticket.

In urgent cases the following number can be called: +64 9 829 5491 which will divert to a support engineer in an out-of-hours situation. You can also leave a voice message through this number.

Information to be included within the Support request

• Details of problem, name the customers or users having the problem, if there are specific cases.
• A detailed explanation of the problem.
• Steps needed to reproduce the problem.
• Attach screenshots of the error if relevant.
• If any changes were made to the OS or application software in the Cortex hosted environment, please specify.
• If an urgent request, the telephone number of the person to contact regarding the request.

Logging Critical or High priority calls

A critical or high priority call will be treated with the utmost importance by EMS-Cortex. If the problem can wait until the next business day please log the issue with a “Medium” priority – it will get attention at the start of the next business day.

EMS-Cortex operates a 24/7 call service to ensure that severe problems are dealt with promptly. You can expect to receive a response within 60 minutes of logging an issue with a critical or high priority.

If you have not received a response within 60 minutes, call the support number +64 9 829 5491

Any support calls which are not deemed as critical or high priority may be downgraded by EMS-Cortex support staff; the customer may be liable for support costs associated with inappropriately prioritised requests.

Full definitions of support priorities and expected response times are detailed in your Cortex contract.

Scope of Support

EMS-Cortex does not provide generic support for Exchange, SharePoint, Live Communication Server, Citrix or any other application provisioned by the Cortex platform unless prior arrangements have been made with EMS-Cortex.