Empyra uses Atlassian JIRA for 24x7 support desk/help ticket management. Empyra’s help desk monitors JIRA for issues that are being raised, and all issues, phone calls, emails, etc. are tracked in JIRA. These tickets are automatically assigned to a queue and triaged and resolved based on the severity of the tickets.
Empyra is also a Microsoft Gold Certified Partner for Application Development. If there are any Microsoft-related issues with the operating system, Empyra will use its Gold Partner status to create a critical service request with Microsoft. We will work on the service request with Microsoft until the issue is resolved.