...
Urgent (Level 1) Issue Support 365 days a year.
Top-rate response and resolution times on level 1 - 4 issues. In a recent survey, customers are highly satisfied with Aspenware’s response and resolution times. 100% CSAT rate for 2021.
A dedicated senior service representative who knows your business, products, and team to augment your fantastic team, as well as access to our 8 other experts as relevant.
Monthly call where extra time on these calls can be used for strategy consulting, quick training, and best practice guidance.
In our service, we focus on the overall experience from online booking, through to fulfillment, and the in-resort experience and have resources and support to ensure a fantastic end-to-end experience.
Full access to our top-tier documentation and resources that are continually expanding and improving.
Full access to strategic Webinars and Shared Training Sessions (Past recorded sessions and watch future sessions live)
We release new versions of Aspenware Commerce with exciting features and fixes every 4 weeks. Continual releases mean your issues are addressed quickly and your business is continually gaining access to new features to drive innovation and revenue
Aspenware brings the experience of implementing and strategizing with over 35 resorts to your service. All customers are a part of the community of top-tier resorts around the world, learning from and benefiting from each other.
Test environment for Aspenware Commerce
Full details of included services in Appendices B, D, E, and GAppendix B.
Want more? Aspenware’s team of experts can come alongside customers to drive strategic goals and augment your team to a greater extent with our professional services offerings.
E-commerce “revamp” packages - We can evaluate, implement, and report on large to small-scale strategic improvements to the overall experience from online booking, through to fulfillment, and the in-resort experience.
Focused training calls just for you. Want to dive deep on leveraging new features and functions and get refresh training on specific areas just for you and your team. We offer personal and customizable training calls on all things Aspenware and in some cases can dive into POS to ensure we cover capabilities end to end.
Best practices consultations leveraging our deep experience and exposure to help customers optimize their guest experience and operational efficiency.
Augment and support your team in configuring products and project management support to prepare for upcoming launches
Full details of included Professional Services in Appendix FC.
Aspenware Hours Availability
...
Issue classified as standard support service provided (Detailed in Appendix DB). Issues, questions, and requests that arise with features with Aspenware supported systems as specified in Aspenware’s Documentation. The resolution of this issue type is handled solely within the service team and can be resolved using Aspenware Commerce or Arrival Admin and does not require custom SQL knowledge or DB updates.
...
Issues classified as a standard maintenance service provided, such as Upgrade related activities (Detailed in Appendix ED), or issues and questions with Infrastructure and/or Azure Management (Detailed in Appendix B). The resolution of this issue type requires technical expertise, and/or the dev-ops team to complete. This issue type is not resolved within Aspenware Commerce or Arrival Admin, but resolved by updating config files, running SQL, Azure updates, initiating upgrades, and more.
...
| Note |
|---|
IMPORTANT: Some issues that meet the Level 1 definition cannot be resolved by Aspenware and must be resolved externally. In the case that a root cause is determined as an outside incident (see Appendix C G below) Aspenware cannot guarantee these resolution times when the resolution of the error is not within its control. Examples of outside incident Level 1 issues include Azure outage, Internet outage at the customer ski area, Email provider outage, Payment outage, external header outage, a ransomware attack, etc. |
...
| Note |
|---|
IMPORTANT: If your ticket is Urgent, only meaning it meets Level 1 criteria as described above, add URGENT to the subject line or body and our automation rules will pick it up as a Level 1 ticket. If your ticket is not a Level 1 as described below please DO NOT add Urgent to the subject line, Aspenware has sole discretion to determine the priority of submitted issues and will de-escalate any ticket marked Urgent that is not a Level 1. |
Appendix B:
...
Aspenware must be informed of all impactful Aspenware Related Infrastructure changes completed by the customer 5 days in advance or as soon as possible if unscheduled.
Requests for changes within business hours - Aspenware can participate to help update its platforms for scheduled and routine infrastructure changes that occur within standard business hours (8 am - 5 pm Monday - Friday, Holidays excluded) at no extra professional service charge but must be scheduled 5 business days in advance with Aspenware.
Requests for changes within the after-hours on-call period - Customers can request professional services to have Aspenware’s participation in networking/infrastructure changes that occur outside of business hours but within our on-call period (8 am - 8 pm Mountain Time). These requests must be scheduled 10 business days in advance and professional service fees will be charged for all activities completed outside of standard business hours.
Requests for changes outside of business hours and after-hours on-call period - Networking/infrastructure changes made outside of after-hours on-call windows and business hours will not be considered. For example, if the customer is making changes at 2 am, the Aspenware portion could be completed starting at 8 am the next morning.
Appendix C: Incident/Outside Factors
When issues are raised, Aspenware will help identify the priority of the issue, its role in the issue, and in the case of issues where multiple parties are involved, help pull together / recommend any relevant partners for troubleshooting activities. It is ultimately the customer’s responsibility to align disparate parties and facilitate communication between responsible parties.
If it is determined that the responsibility for a reported issue is out of Aspenware’s control, Aspenware cannot be held to any stated resolution times for these incidents.
While some incidents may have a workaround to help lessen the impact of the issue, which Aspenware will do its best to identify a workaround, many incidents do not have a workaround and require a resolution that is out of Aspenware’s control, i.e. internet goes down at the customer ski area, Azure outage, IP address change, ransomware event, etc. Once the underlying issue is resolved, if there is anything required of Aspenware to resolve the incident, such as networking changes, etc. we will work promptly within outlined service level resolution times to support the customer in resolving the situation.
Appendix D: Included Support Services
These services are available at no extra cost and are considered part of a standard Aspenware Service Agreement. Any requested service not outlined in this section or Appendix B is subject to professional service fees and resolution will be handled at Aspenware’s sole discretion.
A regular (typically monthly) sync call with your dedicated service rep - Aspenware will be keeping a running list of topics and requests from customers ’ submitted tickets that we can review during this monthly call. We’ll keep track of customers' upcoming launches, product needs, and help create plans for future goals. Aspenware can notify customers of upcoming software releases, features, and updated documentation and resources during these calls. These calls are also a great opportunity for quick training or consultancy, for customers who want some extra hand-holding but don’t want to request professional services time. If you want professional services to go deeper, we can coordinate professional service meetings and projects during these calls as well.
Clarification of documentation, functions, and features - Our products are well documented, both in providing the nuts and bolts setup steps, but also in providing guidance on how others have used features with success, why these features can benefit your business, and what exactly the end to end experience of each feature provides. Our service team loves helping customers get the most out of these products by sharing relevant areas of documentation, links to articles, release notes, and configuration guides to answer your specific questions around your desired setup. If documentation is unclear, Aspenware services will provide additional color and direction to help you better understand existing documentation.
| Info |
|---|
NOTE: Additional clarification and configuration support may be timeboxed. If a configuration request takes over 30 minutes, your Aspenware Representative may indicate that Professional Services time is required to complete the request. |
Assistance in identifying and verifying the causes of suspected errors, and advice on bypassing errors in the system -Aspenware’s service team will work with customers to reproduce errors with supported features in the Aspenware platform, understand the root cause and whether there is a workaround so that we can prioritize and pass on issues to our development team, and help you bypass errors if possible according to our Service Level resolution times. (Refer to Service Level Guidelines for details around when to expect resolutions to reported software defects).
Access to all Upgrades - As releases become available, the Aspenware service team equips customers to be prepared for and informed about what’s coming in an upcoming release. This includes support in testing, installing, and troubleshooting these releases.
Copy Live to Test of Aspenware Commerce- Aspenware offers regular opportunities for resorts to copy their environments from live to test. These times are available for resorts to sign up at pre-determined times when Aspenware resources for these activities are available. Copies that are requested outside of these offered times may be considered but will incur professional service fees and are at Aspenware’s sole discretion to accept.
Webinars and Shared Training Calls - Aspenware regularly holds strategic webinars and training calls to help customers get the most out of Aspenware platforms. These sessions are recorded and sent out to all customers. During webinars, we demonstrate creative implementations of Aspenware platforms that real customers have used with success so that all 35 of Aspenware’s customers can learn and grow from each other. There is ample time for Q&A and a variety of expert presenters from across the company leading these webinars. Shared training calls, like webinars, are scheduled sessions available for any customer to hop on, where Aspenware hosts in-depth training calls on various product configuration topics. On these calls, we record them, make them available in our documentation, and leave ample Q&A time for topical questions.
HINT: If you are hoping to take advantage of a new feature that requires setting up training outside of providing documentation, webinars, and reviewing in monthly calls, professional service fees may apply.
| Info |
|---|
NOTE: Customers are expected to keep Aspenware informed of the following dates for all product launches and follow reasonable build and test planning efforts before launching products.
If an unexpected launch pops up, or if a launch was not communicated with your Aspenware representatives or planned for within these outlined minimums and you require more urgent support, Aspenware is happy to help so long as it is within standard business hours and our availability allows it, however, Aspenware reserves the right to direct these last-minute configuration requests to the professional services team and time spent troubleshooting these tickets will be billable at your Professional Services rate. |
Appendix E: Upgrades
Aspenware offers releases approximately every 4 weeks. For more details on our release processes and methodology, see https://hub.aspenware.net/main/Aspenware-Release-and-Update-Process.1385824260.html.
E1: Upgrade Guidelines
Customers should not fall further than 4 releases behind in their production code at any time.
If a reported Software Defect is fixed in a future release and a customer declines to take a release, ticket resolution within the stated resolution times is not guaranteed and is subject to professional service fees.
| Note |
|---|
IMPORTANT: If a customer falls more than 4 versions behind, Aspenware will charge professional service fees for all development, dev-ops, and services time to upgrade the customer until they are within compliance. |
Production environments will not be updated/changed without first notifying the customer. In the case of a Level 1 issue, Aspenware may begin upgrade/infrastructure change activities without the consent of the customer, but to swap and make material changes to versions, and significant infrastructure changes, the customer must be informed, and in the case of upgrading software versions, provide consent. This raises the importance of customer contact availability - see customer availability expectations section.
Before scheduling a release to production, customers are expected to smoke test and approve the code version for their production environment. All functionality that is unique to the customer and not widely adopted should be tested by the customer with each upgrade. For example, if you use subscriptions these should be specially tested with each upgrade.
We offer scheduled release timelines within business hours and do not offer routine releases outside of Business Hours.
E2: Customer Expectations During Upgrades
To ensure that Aspenware has the ability to reach out to customer contacts in the case of emergencies and for code upgrades, customers must provide Aspenware with the following emergency contacts:
...
Role
...
Name
...
...
Work Phone
...
Cell Phone
(only for emergencies)
...
Primary Contact
...
Secondary Contact
...
Accounting Contact (who has access to the payment gateway)
...
IT Contact
These defined contacts are determined as release decision-makers and stakeholders. Permission to turn sites from maintenance mode to live mode following a deployment must be granted by one of these contacts, otherwise, the site will remain under construction until permission has been granted.
Appendix F: Professional Services
The following services are available but will incur professional service fees and require planning/communication with Aspenware. Professional Services can be requested by customers through the self-service portal. The capacity and timeline to provide these services will be at Aspenware’s sole discretion.
Training - As customers hire new employees, need refresher training, or are hoping to take advantage of new features and functions, Aspenware offers training on its supported products and features.
Configuration - Aspenware can help with configuration requests by providing relevant documentation links and occasionally may help with infrastructure configuration like installing required functions in Azure, etc. however configuration requests that take >30 minutes are at Aspenware’s discretion to transition the request to a Professional Services request. If you would like Aspenware to assist with setting up products, prototyping options, etc. That is always considered Professional Services.
Best Practices Consultation - Aspenware has worked with many ski areas on various product configurations, shop setups, and more. The professional service team will consult around best practices for product setup and getting more out of your store, helping you think through a new and different way to sell rentals, lift, lessons, and more.
Consulting - As experts in commerce as well as ski POS systems, we're equipped to help you think through any new product being offered from both the commerce shopping experience and the fulfillment experience.
Project Management - There are a lot of moving parts and parties involved in getting a store ready for the winter or summer season, with Aspenware’s knowledge of customer’s personnel, business, and products gained through past relationships position Aspenware to support in project management on the implementation of new or additional features of the Supported Program.
Copy live to test requests that fall outside of Aspenware’s offered copies. (More details in Appendix G)
Configuration issues that are out of compliance with reasonable planning and communication guidelines outlined in Appendix D.
Scheduled/Unscheduled Aspenware Related Infrastructure Configuration Changes within After-Hours On-Call Period. Detailed in Appendix B.
Implementation of new products, services, features, etc. Typically require a separate change request and coordination with an Account Executive.
Support, testing, and training on new development projects that are customer-funded. Typically require a separate change request and coordination with an Account Executive.
Appendix G: Test Environments
Test environment issues are not held to the same resolution times as production-related issues.
Aspenware has full autonomy to make changes/updates/infrastructure changes to test environments without the consent of the customer. Aspenware will attempt to notify and receive consent from the customer on major changes to test environments, such as upgrades, adaptations to major products, etc, however, if consent is not received, Aspenware can proceed without being in violation for troubleshooting efforts as it is a test environment and is purposed to help evaluate which efforts will positively impact production.
G1: Copy Live to Test Details
...
Aspenware offers regular opportunities to copy production commerce configuration so that test configuration mirrors production configuration. Aspenware currently sends out available dates and customers can sign up for a copy regularly.
...
If a customer requests a copy outside of these published time-frames, Aspenware can coordinate, but these outside requests will require professional service fees for the copy. Typically 1 hr for dev ops and 1 hr for service, so typically these unscheduled copies require a minimum of 2 professional service hours.
...
Aspenware requires that customers complete a copy live to test for both their commerce and POS environments every 3 months at a minimum. If a copy has not been completed within a 3-month window, Aspenware reserves the right to run a copy and will charge professional service fees for all development, dev-ops, and services time to upgrade the customer until they are within compliance.
...
Included Support Services
These services are available at no extra cost and are considered part of a standard Aspenware Service Agreement. Any requested service not expressly included in this section is subject to professional service fees and resolution will be handled at Aspenware’s sole discretion.
A regular (typically monthly) sync call with your dedicated service rep - Aspenware will be keeping a running list of topics and requests from customers ’ submitted tickets that we can review during this monthly call. We’ll keep track of customers' upcoming launches, product needs, and help create plans for future goals. Aspenware can notify customers of upcoming software releases, features, and updated documentation and resources during these calls. These calls are also a great opportunity for quick training or consultancy, for customers who want some extra hand-holding but don’t want to request professional services time. If you want professional services to go deeper, we can coordinate professional service meetings and projects during these calls as well.
Clarification of documentation, functions, and features - Our products are well documented, both in providing the nuts and bolts setup steps, but also in providing guidance on how others have used features with success, why these features can benefit your business, and what exactly the end to end experience of each feature provides. Our service team loves helping customers get the most out of these products by sharing relevant areas of documentation, links to articles, release notes, and configuration guides to answer your specific questions around your desired setup. If documentation is unclear, Aspenware services will provide additional color and direction to help you better understand existing documentation.
| Info |
|---|
NOTE: Additional clarification and configuration support may be timeboxed. If a configuration request takes over 30 minutes, your Aspenware Representative may indicate that Professional Services time is required to complete the request. |
Assistance in identifying and verifying the causes of suspected errors, and advice on bypassing errors in the system -Aspenware’s service team will work with customers to reproduce errors with supported features in the Aspenware platform, understand the root cause and whether there is a workaround so that we can prioritize and pass on issues to our development team, and help you bypass errors if possible according to our Service Level resolution times. (Refer to Service Level Guidelines for details around when to expect resolutions to reported software defects).
Access to all Upgrades - As releases become available, the Aspenware service team equips customers to be prepared for and informed about what’s coming in an upcoming release. This includes support in testing, installing, and troubleshooting these releases.
Copy Live to Test of Aspenware Commerce- Aspenware offers regular opportunities for resorts to copy their environments from live to test. These times are available for resorts to sign up at pre-determined times when Aspenware resources for these activities are available. Copies that are requested outside of these offered times may be considered but will incur professional service fees and are at Aspenware’s sole discretion to accept.
Webinars and Shared Training Calls - Aspenware regularly holds strategic webinars and training calls to help customers get the most out of Aspenware platforms. These sessions are recorded and sent out to all customers. During webinars, we demonstrate creative implementations of Aspenware platforms that real customers have used with success so that all 35 of Aspenware’s customers can learn and grow from each other. There is ample time for Q&A and a variety of expert presenters from across the company leading these webinars. Shared training calls, like webinars, are scheduled sessions available for any customer to hop on, where Aspenware hosts in-depth training calls on various product configuration topics. On these calls, we record them, make them available in our documentation, and leave ample Q&A time for topical questions.
HINT: If you are hoping to take advantage of a new feature that requires setting up training outside of providing documentation, webinars, and reviewing in monthly calls, professional service fees may apply.
| Info |
|---|
NOTE: Customers are expected to keep Aspenware informed of the following dates for all product launches and follow reasonable build and test planning efforts before launching products.
If an unexpected launch pops up, or if a launch was not communicated with your Aspenware representatives or planned for within these outlined minimums and you require more urgent support, Aspenware is happy to help so long as it is within standard business hours and our availability allows it, however, Aspenware reserves the right to direct these last-minute configuration requests to the professional services team and time spent troubleshooting these tickets will be billable at your Professional Services rate. |
Appendix C: Professional Services
The following services are available but will incur professional service fees and require planning/communication with Aspenware. Professional Services can be requested by customers through the self-service portal. The capacity and timeline to provide these services will be at Aspenware’s sole discretion.
Training - As customers hire new employees, need refresher training, or are hoping to take advantage of new features and functions, Aspenware offers training on its supported products and features.
Configuration - Aspenware can help with configuration requests by providing relevant documentation links and occasionally may help with infrastructure configuration like installing required functions in Azure, etc. however configuration requests that take >30 minutes are at Aspenware’s discretion to transition the request to a Professional Services request. If you would like Aspenware to assist with setting up products, prototyping options, etc. That is always considered Professional Services.
Best Practices Consultation - Aspenware has worked with many ski areas on various product configurations, shop setups, and more. The professional service team will consult around best practices for product setup and getting more out of your store, helping you think through a new and different way to sell rentals, lift, lessons, and more.
Consulting - As experts in commerce as well as ski POS systems, we're equipped to help you think through any new product being offered from both the commerce shopping experience and the fulfillment experience.
Project Management - There are a lot of moving parts and parties involved in getting a store ready for the winter or summer season, with Aspenware’s knowledge of customer’s personnel, business, and products gained through past relationships position Aspenware to support in project management on the implementation of new or additional features of the Supported Program.
Copy live to test requests that fall outside of Aspenware’s offered copies. (More details in Appendix E)
Configuration issues that are out of compliance with reasonable planning and communication guidelines outlined in Appendix B.
Scheduled/Unscheduled Aspenware Related Infrastructure Configuration Changes within After-Hours On-Call Period. Detailed in Appendix F.
Implementation of new products, services, features, etc. Typically require a separate change request and coordination with an Account Executive.
Support, testing, and training on new development projects that are customer-funded. Typically require a separate change request and coordination with an Account Executive.
Appendix D: Upgrades
Aspenware offers releases approximately every 4 weeks. For more details on our release processes and methodology, see https://hub.aspenware.net/main/Aspenware-Release-and-Update-Process.1385824260.html.
D1: Upgrade Guidelines
Customers should not fall further than 4 releases behind in their production code at any time.
If a reported Software Defect is fixed in a future release and a customer declines to take a release, ticket resolution within the stated resolution times is not guaranteed and is subject to professional service fees.
| Note |
|---|
IMPORTANT: If a customer falls more than 4 versions behind, Aspenware will charge professional service fees for all development, dev-ops, and services time to upgrade the customer until they are within compliance. |
Production environments will not be updated/changed without first notifying the customer. In the case of a Level 1 issue, Aspenware may begin upgrade/infrastructure change activities without the consent of the customer, but to swap and make material changes to versions, and significant infrastructure changes, the customer must be informed, and in the case of upgrading software versions, provide consent. This raises the importance of customer contact availability - see customer availability expectations section.
Before scheduling a release to production, customers are expected to smoke test and approve the code version for their production environment. All functionality that is unique to the customer and not widely adopted should be tested by the customer with each upgrade. For example, if you use subscriptions these should be specially tested with each upgrade.
We offer scheduled release timelines within business hours and do not offer routine releases outside of Business Hours.
D2: Customer Expectations During Upgrades
To ensure that Aspenware has the ability to reach out to customer contacts in the case of emergencies and for code upgrades, customers must provide Aspenware with the following emergency contacts:
Role | Name | Work Phone | Cell Phone (only for emergencies) | |
Primary Contact | ||||
Secondary Contact | ||||
Accounting Contact (who has access to the payment gateway) | ||||
IT Contact |
These defined contacts are determined as release decision-makers and stakeholders. Permission to turn sites from maintenance mode to live mode following a deployment must be granted by one of these contacts, otherwise, the site will remain under construction until permission has been granted.
Appendix E: Test Environments
Test environment issues are not held to the same resolution times as production-related issues.
Aspenware has full autonomy to make changes/updates/infrastructure changes to test environments without the consent of the customer. Aspenware will attempt to notify and receive consent from the customer on major changes to test environments, such as upgrades, adaptations to major products, etc, however, if consent is not received, Aspenware can proceed without being in violation for troubleshooting efforts as it is a test environment and is purposed to help evaluate which efforts will positively impact production.
E1: Copy Live to Test Details
Aspenware offers regular opportunities to copy production commerce configuration so that test configuration mirrors production configuration. Aspenware currently sends out available dates and customers can sign up for a copy regularly.
If a customer requests a copy outside of these published time-frames, Aspenware can coordinate, but these outside requests will require professional service fees for the copy. Typically 1 hr for dev ops and 1 hr for service, so typically these unscheduled copies require a minimum of 2 professional service hours.
Aspenware requires that customers complete a copy live to test for both their commerce and POS environments every 3 months at a minimum. If a copy has not been completed within a 3-month window, Aspenware reserves the right to run a copy and will charge professional service fees for all development, dev-ops, and services time to upgrade the customer until they are within compliance.
Aspenware has sole discretion to run a copy live to test in the case of L1 or L2 troubleshooting, or if a customer is out of compliance without the consent of the customer. Aspenware will always seek to notify and obtain customer approval before completing copy live to test, however, if approval cannot be obtained promptly, a copy can be run without such approval.
Appendix F: Scheduled/Unscheduled Aspenware Related Infrastructure Configuration Changes
Aspenware must be informed of all impactful Aspenware Related Infrastructure changes completed by the customer 5 days in advance or as soon as possible if unscheduled.
Requests for changes within business hours - Aspenware can participate to help update its platforms for scheduled and routine infrastructure changes that occur within standard business hours (8 am - 5 pm Monday - Friday, Holidays excluded) at no extra professional service charge but must be scheduled 5 business days in advance with Aspenware.
Requests for changes within the after-hours on-call period - Customers can request professional services to have Aspenware’s participation in networking/infrastructure changes that occur outside of business hours but within our on-call period (8 am - 8 pm Mountain Time). These requests must be scheduled 10 business days in advance and professional service fees will be charged for all activities completed outside of standard business hours.
Requests for changes outside of business hours and after-hours on-call period - Networking/infrastructure changes made outside of after-hours on-call windows and business hours will not be considered. For example, if the customer is making changes at 2 am, the Aspenware portion could be completed starting at 8 am the next morning.
Appendix G: Incident/Outside Factors
When issues are raised, Aspenware will help identify the priority of the issue, its role in the issue, and in the case of issues where multiple parties are involved, help pull together / recommend any relevant partners for troubleshooting activities. It is ultimately the customer’s responsibility to align disparate parties and facilitate communication between responsible parties.
If it is determined that the responsibility for a reported issue is out of Aspenware’s control, Aspenware cannot be held to any stated resolution times for these incidents.
While some incidents may have a workaround to help lessen the impact of the issue, which Aspenware will do its best to identify a workaround, many incidents do not have a workaround and require a resolution that is out of Aspenware’s control, i.e. internet goes down at the customer ski area, Azure outage, IP address change, ransomware event, etc. Once the underlying issue is resolved, if there is anything required of Aspenware to resolve the incident, such as networking changes, etc. we will work promptly within outlined service level resolution times to support the customer in resolving the situation.