We, at essensys, hope that you or your occupiers don't experience any technical issues when you are using the global private network or the essensys Platform, but, if you do, we hope that we can help you out!
This article is intended to help you to get help with your problem:
Step 1: Find a solution in our Knowledge Base
If you have a problem, it is important that you first search the Knowledge Base to see if you can resolve your issue without help. If you find the answer to your issue here, you could save yourselves and your occupiers time on rectifying the issue.
To view and search the knowledge base articles, see Knowledge Base.
Step 2: Chat to essensys support
If you have looked through the Knowledge Base pages, but can’t find a solution to your problem, you should engage with essensys support using the essensys Platform's Chat functionality.
To access the chat:
Open the essensys Platform.
In the bottom-right corner, click the Chat widget.
From this page
You'll be able to either ask our AI bot a question about the Platform or Network or if you have an issue with the Platform or Network you can report an issue and speak with our team.
When reporting an issue, we'll be asking a few up front questions around the issue you are reporting, we'd ask these are fully answered where possible and our team can then review and quickly and effectively respond and resolve any issues you may have.
Step 3: Raise a Case
If you or your occupiers are still experiencing technical issues or still have questions that you want us to answer, you can raise, monitor, and add attachments to support cases within the essensys Platform. These support cases will be monitored and handled by essensys.
To raise a support case, click Operations > Support, select a Site (if necessary), and click New case.