The Helpdesk email is now firstname.lastname@example.org.
Our current self-service portal has been deactivated and will be replaced – details to follow.
The Helpdesk provides troubleshooting assistance to customers who experience problems with the Prophet suite of applications. We provide support to customers experiencing issues with the applications that are either technical or actuarial in nature, in relation to the application(s). Generally this extends to basic troubleshooting, installation assistance, licensing questions and error messaging. We work to identify the causes of issues that are related to software defects; we also support where guidance on the functionality is required in order to improve the overall user experience. In practice we handle a variety of topics including error diagnostics, general information requests, usage tips and how to’s. Support is provided to customers on supported application versions and supported operating system environments. Some cases are identifiable as chargeable from the time logged and automatically passed back to the customer with a consulting recommendation, others take longer to investigate before being identified as requiring consulting expertise to resolve. We endeavour to provide resolutions/recommendations/workarounds where possible for most issues, but for those better suited to consulting we will aim to identify the specific problem area via our standard workflow, before we pass the case to a chargeable team.
Standard support ceases and becomes chargeable where actuarial advice is required, or particular model coding advice / model development, is sought. The teams work to provide support to the product and its libraries, but are not able to advise a customer in the best practices for their modelling, modelling approach or product design. Standard support also ceases where technical intervention is required relating to issues with a customer IT environment which are impacting the Prophet application, rather than the application itself being the root cause of the issue.
The Helpdesk does not provide benchmarking tests across versions, regression tests, support for performance issues, model optimisation, coding advice or training. Those areas all form part of our consultancy offering, as does making material changes or providing advice around user-defined model code. Additionally, while we do support Prophet within different environments, our standard support does not extend to virtual environment performance, licensing or burst into cloud. Environmental issues (issues in a customer IT infrastructure that are causing problems with the Prophet application) are supported by our technical consultants through chargeable engagements.
The Helpdesk is managed in a tiered model. Tier 1 is responsible for logging support tickets, gathering information, triaging issues and basic troubleshooting. Tickets requiring additional investigation and product expertise are progressed to the tier 2 and 3 levels to resources with more advanced and specific subject matter expertise.
The Helpdesk team consists of a mixture of technical and product specialists, with some tier 3 support provided by those with an actuarial background of various levels of qualification. We provide an application helpdesk, thus there is a mixture of skills and application expertise required. As our support is based around the Prophet suite of applications, we address questions that require an actuarial and technical understanding of Prophet and its uses, but we do not offer actuarial advice or consultancy.
We provide a variety of help and support documents on this website.
When you contact us for help with a problem, the following information will help us quickly replicate and resolve your problem:
- The version and update of Prophet that you are using
- The operating system that you are using
- If relevant, the versions of 3rd party software you are using (e.g. Excel)
- Precise details of the problem you are experiencing, including details of any error messages
- The scope of the problem: for example, does it affect all users or all workspaces
- Details of any attempts you have made to investigate or resolve the problem
- Any additional information that may help us diagnose or resolve your problem (e.g. run logs).
We kindly remind clients that they should refrain from sending any personal [i.e., policyholder] information to the Helpdesk or that they obfuscate personal information from the data they send to the Helpdesk. If there are any concerns, please contact your local representative.
To contact us by email:
Please email us at the following address: email@example.com.
Hosted services and cloud services clients please use the following address: firstname.lastname@example.org
To contact us by telephone:
Currently we are experiencing technical issues with our US telephone number [888 770 1034] and have taken this offline for the time being. During this time, we ask customers to use the international telephone number [+44 (0) 1932 757555] and ask for assistance, or for someone in the US team to call you back. Alternatively, we encourage those of you who have access to our online Customer Hub to take advantage of the self-service option to raise your Prophet or Glean query, or to email email@example.com .
We apologise for any inconvenience this may cause. We will update this page once normal systems have been restored. We thank you for your patience.
For urgent issues, please call one of the following numbers: +44 (0) 1932 757555 or US: 888 770 1034
Hosted services and cloud services clients please use the following UK number: +44 (0) 1932 757700
The Helpdesk will be closed during Easter Monday (19th April) and Good Friday (22nd April).
The Helpdesk will be closed during the following Bank Holiday dates: 6th May, 27th May, 26th August.
The US Helpdesk will be closed during Thanksgiving Day (28th November) for US customers.
The Helpdesk will be closed during Christmas Day and Boxing Day (25th and 26th December), and also New Year's Day (1st January).