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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. (See Section 5 for a deeper understanding of Service Level Guidelines)
A dedicated 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.
A regular (typically monthly) sync call with your dedicated service representative. Extra time on these scheduled calls can be used for strategy consulting, quick training, and best practice guidance, but these professional services offered outside of this call are considered professional services (see section 2)
Full access to our top-tier documentation and resources that are continually expanding and improving.
Clarification of documentation, functions, and features
Assistance in identifying and verifying the causes of suspected errors, and advice on bypassing errors in the system.
Full access to strategic Webinars and Shared Training Sessions (Past recorded sessions and watch future sessions live)
Access to all Upgrades. We release new versions of Aspenware Commerce with exciting features and fixes regularly. 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
Copy Live to Test of Aspenware Commerce- Aspenware offers regular opportunities for resorts to sign up for copies, copies . Copies that are requested outside of these offered times may be considered but will be charged professional service fees and are at Aspenware’s sole discretion to accept.
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The Team | Focus | Background | ||||||
|---|---|---|---|---|---|---|---|---|
Jen Dixon | Customer Success | Jen has been with Aspenware for 3 years, implementing over 18 resorts and servicing over 26 customers in this time. Jen came to Aspenware with a strong background in marketing in the tech industry. Fun fact: Jen’s Golden Retriever, Louie, goes on more adventures than most people. | ||||||
Danny Koressel | Implementation and Professional Services | Danny has been with Aspenware for over 2 years, implementing at both RTP and Siriusware resorts. Danny worked on managing complex software implementations for hospital systems prior to coming to Aspenware. Fun fact: Danny recently became an uncle! | ||||||
Jenni Buonanni | Customer Success, Implementations, Supporting Services, and Professional Services | Jenni has been with Aspenware for over 4 years. Jenni worked as a product manager, UX researcher, and teacher prior to coming to Aspenware. Fun fact: Jenni started a local art start up website in her college town of Fort Collins with her dad during college. | ||||||
Sarah Holst | Supporting Services | Sarah has been with Aspenware for 7 months. Sarah has deep experience in technical writing and teaching. She was a teacher for 9 years, experience that is invaluable in fantastic technical documentation. Fun fact: Sarah helped found Girls on the Run of the Rockies and teaches Yoga. | ||||||
Jake Swihart | Professional Services | Jake has been with Aspenware for 3 years. Jake is a 2021 graduate from CU Boulder, and worked as an intern on Aspenware’s service team throughout his studies. Fun Fact: Jake spent some of his childhood living in India. | ||||||
Marty Niessen | Implementation and Professional Services | Marty has been with Aspenware for 2 years. Marty worked on payroll and HR software implementations, and in strategy consulting and marketing prior to working at Aspenware. Fun Fact: Marty spent 5 months working as a raft guide in 2015 and still leads raft trips today. | ||||||
Irish Milandin | Customer Success | Irish has been with Aspenware for over 1 year. Irish spent 10 years at Mt. Bachelor as Director of IT and Base Operations and held other relevant roles in IT and management before joining the Aspenware team. Fun Fact: Irish coaches High School Basketball for Trinity LuthernLutheran. Go Saints! | ||||||
Kevin Vogle | Supporting Services, Customer Success, Implementations | Kevin has been with Aspenware for over 3 years. Kevin is Aspenware’s fore-most foremost expert in Ski POS systems with over 20 years of experience working at RTP, Keystone, and running his own consultancy prior to coming to Aspenware. Fun Fact: Kevin is an avid skiier skier and golfer. | ||||||
Becky Haire | Customer Success | Becky is Aspenware’s newest service team member and has been at Aspenware since late April. Becky worked at Arapahoe Basin for 14 years in various roles from guest services supervisor to product and database manager. Fun Fact: Becky’s 4 year old daughter is already tough to keep up with on her Strider bike on the mountain bike trails in Summit County, CO. |
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Issues classified as a standard maintenance service provided, such as Upgrade-related activities, or issues and questions with Infrastructure and/or Azure. The resolution of this issue type requires technical expertise, and/or the dev-ops DevOps 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.
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Used when there is an error that causes the Software to entirely fail to function and/or crash the system on which the Software is installed (Ie.eg., shop is entirely down, log in and create an account does not work, majority of guests can’t checkout.)
Results in restricting the majority of guests from using the site and/or the customer’s ability to collect revenue are significantly impacted. For example, an error that makes a primary product* that was online prior unable to be sold online.
*A primary product refers to a product that drives 50% or more online revenue at the time the ticket is submitted, for example, lift tickets in the middle of winter.
An error that prevents the majority of orders from transferring to the POS and the need to fulfill these orders is imminent due to guest arrival.
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NOTE: Level 2 tickets should not be left open for more than 5 business days, however software defect resolution for Level 2 tickets can take up to 8 weeks (Aspenware releases a new version approximately every 4 weeks and attempts to resolve level 2 software defect issues in within 2 releases). Once the defect has been re-created and a development card has been created and slated for a near-term release, a reasonable response for a Level 2 software defect would be for the Aspenware representative to close the ticket after adding the request as a high priority to the customer’s Monday board, which is a list of the customer’s priorities that are evaluated during regular syncs. Release notes on future versions will include details in the resolved issues section when available. |
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If it is a configuration or infrastructure request, we will work to answer questions and provide guidance within 10 business days.
If it is a software defect, we will work strive to resolve the issue within the next 6 release versions, however, Level 3 issue resolution is ultimately at Aspenware’s sole discretion.
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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-opsDevOps, 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.
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