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Introduction
You have entrusted your online sales and key guest engagement platforms with us, and that is a responsibility we are honored to support you in and take very seriously. Our team of experts is here to augment and boost our customer’s teams 365 days a year. We have an experienced and talented team of mountain enthusiasts who understand the challenges that resorts face. You’re in good hands with our team of 9 ski e-commerce experts focused on offering top service to our customers with over 100 combined years of relevant experience in the areas that matter most, including e-commerce, software implementation, education, marketing, technical writing, SQL, customer service, Ski POS, and years spent working at ski areas.
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This document will first outline what services are encompassed in your standard service agreement, as well as what professional service offerings we have available.
In order to help customers better understand the priority of tickets that are submitted via our portal, we’ve gone into detail on Level 1 (most urgent) to Level 4 (low urgency) support expectations around expected response and resolution times.
The Appendices dive into details about how to submit tickets, upgrades, test environments, and more.
In this document, you’ll also find what learn about expectations we have of you, our customers, to uphold to ensure that this partnership is the absolute best it can be.
We value our customers so deeply and look forward every day to coming to work with you to help solve your problems, reach your goals, and hopefully, sometimes, brighten your day. Thanks for being our customer! Table of Contents
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1. Included Aspenware Services
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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.
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Not staying on current versions can result in the lack of resolution of bugs, errors, and other issues with Aspenware products within the expected resolution times.
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 or on Fridays.
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