Support Hours: 09:00 - 17:00 CET
- Non-Urgent Issues: Report via the Emixa Support Portal
- Urgent Issues:
- Report via the Emixa Support Portal
- Call +31-85-8000045. If the call is not received, the issue will not be prioritized as urgent.
After Hours: 17:00 - 09:00 CET
- All Issues: Must be reported through the Emixa Support Portal
How-to Log a Mendix Support Ticket
- Go to the Emixa Support Portal
- Log into your account
- Click on "New Support Ticket"
- Complete the required fields in the ticket form:
- Requester: Your email address
- Product: Select "Mendix" for Mendix applications or "Mendix Products for Emixa modules from the Mendix Store
- Type: Specify the type of issue (change request, question, etc.)
- Subject: A brief description of the issue
- Application: Name of the Mendix application or Boomi component (integration process, API, workflow, etc.)
- Impact SLA: Indicate the impact of the issue on your business (low, medium, high)
- Urgency SLA: Specify how urgent the issue is (low, medium, high)
- Priority Customer: Your assessment of the issue's priority (low, medium, high, urgent)
- Description: Provide a detailed description of the issue, including any error messages and screenshots
Determining the Priority of an Issue
The priority of a support ticket is determined by two factors: Impact and Urgency
Impact Levels:
- High: Major issue in the production environment affecting most or all users, with significant business impact
- Medium: Issue in the production environment affecting a group of users with moderate business impact
- Low: Minor issue in the production environment with little to no business impact
Urgency Levels:
- High: The operational functionality of the Mendix application is severely disrupted
- Medium: The operational functionality is partially disrupted
- Low: Minimal or no disruption to the operational functionality
Priority Determination:
The combination of Impact and Urgency determines the priority level. For example: if both are "high", the issues is classified as "urgent".
