Your GEM
Your named Onyx contact, who they are, and how to send them a message from Platform.
What is a GEM?
Your GEM is the person at Onyx assigned to look after your organisation: your named contact, for example a Partner Success Lead. When you need help with your Onyx relationship, planning a renewal, or anything you'd rather discuss with a person, your GEM is who to ask.
Your organisation has one GEM, assigned by Onyx. Everyone in your organisation sees the same GEM.
Where to find them
The Your GEM card sits at the bottom of the sidebar on every Platform page.
It shows your GEM's photo, name, title and location, and their email address.
If your organisation doesn't have a GEM assigned yet, the card doesn't appear. If it says GEM details unavailable, choose Retry.
Contact your GEM
Open the form
On the card, choose Contact your GEM. A window opens: Send a message directly to your GEM.
Write your message
| Field | |
|---|---|
| Subject | One line, up to 200 characters |
| Message | What can ... help you with? Up to 2,000 characters (a counter shows how many you've used) |
| Attach a file (optional) | Choose Browse: PDF, Word, Excel, PowerPoint, CSV, TXT, PNG, JPEG or WebP, up to 10 MB |
Send it
Choose Send message. You'll see Your GEM received it, and a copy was sent to your email.
Replies
Replies go directly to your email. Your GEM answers by email, not inside Platform, and you're copied on the message you sent so you have a record of it.
If something goes wrong you'll see Your message could not be sent. Try again, or email your GEM directly at the address on the card.
GEM or Maya?
| You want | Use |
|---|---|
| A person at Onyx: your account, renewals, commercial questions | Your GEM |
| Microsoft licensing rules: what a plan includes, CALs, agreements | Maya in SupportHub |