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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.
Training - 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.
Configuration - Augment and support your team in configuring products and project management support to prepare for upcoming launches. 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 . Aspenware has knowledge of customer’s personnelyour team, business, and products gained through past relationships position Aspenware to support and can support you in project management on the implementation of new or additional features of the Supported Program/product launches.
Copy live to test requests that fall outside of Aspenware’s offered copies. (More details in Appendix C)
Configuration issues that are out of compliance with reasonable planning and communication guidelines outlined in Section 2.
Scheduled/Unscheduled Aspenware Related Infrastructure Configuration Changes within After-Hours On-Call Period. Detailed in Appendix D.
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.
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Level | Quick Definition | Expected Response Time | Expected Resolution Time |
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Level 1 (Most Urgent) *Level 1 issues are the only issue type handled during the After-Hours On-Call Period. | 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 | Within 1 hr of submission if submitted during Business Hours or After-Hours On-Call Period. | Within 24 hrs of submission (Except when a new version is required, in which case resolution in the code will be completed during business hours). |
Level 2 (High Importance) | Used when there is an error that causes supported elements of the Software to fail to operate in a material manner with no workaround but does not render the system on which the Software is installed inoperable | Expect the first response from a service agent within 9 business hours if submitted during business hours. | Within 5 business days assuming proper notification and planning guidelines were met (Except when a new version is required, in which case we have 2 release versions to Aspenware will address a fix in code within 2 release versions). |
Level 3 (Medium importance) | Used when there is an error that produces an inconvenient situation in which the Software operates substantially in accordance with the Specifications but nevertheless causes or results in substandard or erratic performance. | Expect the first response from a service agent within 3 business days of submission if submitted during business hours. | Within 10 business days (Except when a release is required, in which case we have 6 release versions to address and Aspenware will address a fix in code within 6 release versions. However, resolution is ultimately at Aspenware’s sole discretion to address). |
Level 4 (Low importance) | Classification used when there is an Error that is minor or that is cosmetic in nature and does not result in reduced performance. | Expect the first response from a service agent within 5 business days of submission if submitted during business hours. | Within 20 business days (Except when a release is required, in which there is no expectation that the code change will be addressed as Level 4 software defects are at Aspenware’s sole discretion). |
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Issue classified as standard support service provided (Detailed in Section 1). 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. Aspenware will not re-build or re-configure products for the customer as part of standard support but rather will guide the customer to necessary configuration changes.
Infrastructure Issue
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 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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Expected Response Time: Expect the first response from a service agent within 1 hr of submission if submitted during Business Hours or After-Hours On-Call Period. Level 1 issues are the only issue type handled during the After-Hours On-Call Period. If submitted outside of Business Hours or the After-Hours On-Call Period, you should receive a response by 9 am (Mountain Time) the next morning. After the first response, an Aspenware representative will provide updates every 4 hours throughout business hours and the after-hours on-call period until the issue is resolved or de-escalated.
Expected Resolution Time:
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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 E 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 payment outage, external header outage, a ransomware attack, etc. |
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Software Defect - Following an upgrade, adding to cart no longer works on mobile. Inventory is significantly being oversold on a primary product* (see definition of a primary product above).
Configuration Issue - Dynamic pricing is not configured properly and lift tickets are selling for $0 on most days of the season in the middle of winter when they should be priced. All or most orders are failing because of a mismatch in setup/rules between the POS and the product in Aspenware Commerce.
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IMPORTANT: Products should be end-to-end tested 3 business days before launching and launches should be communicated with Aspenware representatives 10 days before launching. If it is determined that a customer launched a product during the After-Hours On-Call Period without proper notification and/or testing, Aspenware may choose to de-escalate the issue and ask that the customer take the product offline until the issue can be addressed as a Level 2 issue during business hours. |
Infrastructure Issue - SSL on the shop domain expired without being renewed in time and now the site will not render. The order processor to send the orders to the POS is not functioning and a large number of guests will be arriving imminently.
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Expected Response Time: Level 2 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s). Expect the first response from a service agent within 9 business hours if submitted during business hours.
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If the issue is a Level 2 software defect, Aspenware will first attempt to deploy a version of the software where this defect is not present within 5 business days.
If deploying another version to resolve the issue is not possible, we will work to resolve the issue within 2 two release versions, within commercially reasonable efforts. (Aspenware releases a new version approximately every 4 weeks.)
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NOTE: Level 2 Freshdesk 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 longer than 5 business days (Aspenware releases a new version approximately every 4 weeks and attempts to resolve level Level 2 software defect issues within 2 two 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. |
Examples by Category:
Software Defect - A visual issue that causes a significant hindrance to the guest. Inventory is being oversold on a non-primary* (see primary definition above) product because of a defect in the supported inventory functionality.
Configuration Issue - The wrong product code was booked for a primary product in the Point of Sale.
Infrastructure Issue - A plugin that is used was inadvertently uninstalled during the last upgrade.
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Expected Response Time: Level 3 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s). Expect the first response from a service agent within 3 business days of submission if submitted during business hours.
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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 strive to resolve the issue within the next 6 six release versions, however, Level 3 issue resolution is ultimately at Aspenware’s sole discretion.
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Expected Response Time: Level 4 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s)responded to and resolved during Business Hours only. Expect the first response from a service agent within 5 business days of submission if submitted during Business Hours.
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If reporting an issue that has not yet been reproduced, first attempt to reproduce. Take notes on the steps taken, and collect necessary information and details (accounts experiencing the issue, products experiencing the issue including links to the customer-facing PDP and admin editor page, steps to reproduce, browser and OS used, time of occurrence, etc.) that will help troubleshoot the issue.
When creating a ticket, include additional contacts, enter a subject, a description, and attach any necessary files. Please include as much of the following context as possible:
Detailed steps to reproduce
Impacted product header code, and component code
Links to the impacted product (guest-facing link to the PDP and links to the admin product editor page)
Screenshots/Screen recordings (the more legible, the better) We recommend using http://loom.com.
The device, browser, and version details of the guest experiencing where the issue is occuring if unable to reproduce across all browsers
The exact time of day when this started happening (including time zone information)
Specific user details if relevant (email, account setup in RTP)
Order details if relevant (alternate order id, products ordered, etc.)
Any helpful background information
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Customers should not fall further than 4 releases behind in their production code at any time. 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 consentand seeking consent from the customer. This raises the importance of customer contact availability - see customer availability expectations section below.
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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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, DevOps, 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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Aspenware must be informed of all impactful Aspenware Related Infrastructure changes completed by the customer 5 business days in advance or as soon as possible if unscheduled.
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