Using Mambu Support - Tools and Process
- Updated on 10 Jan 2019
- 5 minutes to read
This is article is intended to be an easy guideline on how to use the resources available to your organization, as a Mambu customer.
As we are continuously improving our documentation, you will find that most questions can be answered by making a quick search in our User Guide or Developer Guide. If you still need some help, please feel free to use the community for getting a quick answer or contact us via our Support Team.
User guide: http://support.mambu.com – Our official user guide where most documentation resides.
Developer guide: https://developer.mambu.com/ – A guide for expanding Mambu through our APIs and custom Apps.
Community: community.mambu.com - Check out the discussion between users and Mambuvians and join in!
Customer Support: firstname.lastname@example.org - Get in touch with our Customer Support team.
API 2.0 (Beta) documentation: https://api.mambu.com - A guide for the forthcoming API 2.0
Mambu Status: http://status.mambu.com/ Check the status of our service at any time as well as subscribe to updates and view reports.
When and how to contact Support
If you did not find a quick answer in the User Guide or Community, if you found something that doesn’t look right, if you encountered an error, or just want to suggest an improvement, you can:
- Email us directly: email@example.com
- Within the App: Click Help > Email Support on the navigation bar
How to write to Support
If possible, write an email subject that indicates the contents of the email, this can help triaging the incoming cases, searching for old cases, or reviewing your case history when a new case comes in. Leaving the subject blank or writing “question” should be avoided.
State briefly the context of your motivation to write, e.g. “we are trying to create a new loan product”, “we have a problem with one of our accounts”, “we want to know how to use the Customer Portal”.
Clearly define what you want us to help you with, so your expectations are clear to us.
Last, but not least: please provide as much information as possible about your inquiry, for example account IDs, transaction IDs, Product IDs, screenshots and anything that you think might help us understand your issue.
What happens next?
After writing to support, the following process is followed:
You will get an auto-acknowledgment email confirming reception of your inquiry and your case ticket number for future reference. If you do not receive this email within 10 minutes of sending your inquiry, please resend your request.
As soon as possible, one of our agents will review your case and get back to you, most likely with the response of your inquiry or asking for more information required to solve it. Depending on the case there might be need for tech involvement, we will let you know if that is the case. If the case requires it, we might want to set up call via GoToMeeting or telephone.
There might be some ongoing communication regarding a case, so you can always reply to our emails in the same thread to continue the conversation about a particular case, please don’t send a separate new email if you are referring to an already existing case. Whenever you have a new question in mind about a different topic please send a separate email. This way we can keep every question under track.
Once we have solved your case and given you a response we will wait a few days in case you are not satisfied or want to get back at us regarding the case, after that we will send you an email to let you know it will be marked as solved.
Enable Mambu Support Access
To solve many of your issues, we need access to your Mambu system. In order to grant us clearance, you have to activate the Mambu Support user. This can be done via the Mambu web app by navigating to Administration > Users & Permissions, and toggling the button at the bottom of the page.
To respect client privacy standards and data integrity, the Mambu Support Users will only have Read access.
If you need more assistance or for one of our support team members to help you out with Administrative settings, please create a new user for them, and grant only the necessary permissions.
Please make sure that once the intervention is done, you deactivate the user, as needed.
Mambu Support Role Permissions
With V9, the Mambu Support Access is controlled by a Role.
The Mambu Support Role is visible under Administration>Access>Roles and can modified by an Administrator, with the limits of giving full read-only permissions to this role.
By default, the Mambu Support Role has all Read Permissions enabled. If you would like to limit the entities on which our support team can have read permissions, you can edit the Role and remove the view permissions as needed. When a new Read permission is added, you will be able to decide if you want to enable that permission to the Mambu Support Role as well.
In addition, as we currently do not support granular Admin Permissions, we have added a new permission that is available for the Mambu Support Role only:
View Administration Details. This will allow Mambu Support users to navigate through the Administration module and assist you with the given issue without being able to make any actual changes.