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I was forced to work with Examity for a little while over the past year; they can be a hot mess. GMAC is one of their most valuable clients so you'd like to believe they will deliver, but they will need a week or two to adapt. Don't waste your time with support, however.
Best of luck to you pal hope second time's the charm !
Thanks for sharing. Forced is an interesting choice of words

PS. I would say so far it seems all of the support and proctor interactions have been an improvement compared to the previous provider. I’m not sure that we have seen many customer service interactions. Do you have anything else to share? Any suggestions? 👍😊
Posted from my mobile deviceWe used their service for a little while when we launched our proctored tests. Our struggling customers were sometimes left hanging without much support. On the tech side, their website is a mess.
When it comes to the service they propose, there is usually one or two people over at Examity responsible for checking a whole batch of videos. Then, someone over at GMAC will check the vids. That is speculative however, as Examity might do things differently given who they work with.
If you can't get a hold of a support person who is willing to help, bring it up to GMAC people. Admins interact with account managers over at Examity who are effective at taking care of issues.