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This document will first outline what services are encompassed in your standard service agreement , as well as and detail professional service offerings available.
In order to To help customers better understand the priority of tickets that are submitted via the Freshdesk 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 learn about expectations we have of you, our customers, to ensure that this partnership is the absolute best it can be.
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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. Aspenware has knowledge of knows your team, business, and products and can support you in project management on the implementation of new or additional features/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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The Team | Focus | Background | ||||||
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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 before 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 before 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, an 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 before 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 Lutheran. Go Saints! | ||||||
Kevin Vogle | Supporting Services, Customer Success, Implementations | Kevin has been with Aspenware for over 3 years. Kevin is Aspenware’s foremost expert in Ski POS systems with over 20 years of experience working at RTP, Keystone, and running his own consultancy prior to before coming to Aspenware. Fun Fact: Kevin is an avid 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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The following timeframes are our stated “Business Hours” and “After-Hours On-Call” periodperiods.
Business Hours
8 am - 5 pm (Mountain Time), Monday - Friday, Holidays Excluded.
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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 materially 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 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 per 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 Aspenware will address a fix in code within 6 release versions. However, a resolution is ultimately at Aspenware’s sole discretion). |
Level 4 (Low importance) | Classification The 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 a reproducible defect in the Supported Program or Documentation when operated on a Supported Environment which causes the Supported Program not to operate substantially in accordance with per the Documentation. The resolution of this issue type requires the development team and the release of a new code version in order to complete.
Level 1 (Most Urgent)
Definition:
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 (e.g., 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: One potentially avoidable Level 1 if proper planning and communication are done ahead of time is traffic to the site that is higher than what the Azure levels are able to can handle. This incident can cause a slow-performing site at best, and an outage at worst. See https://hub.aspenware.net/main/Flash-Sale-or-Product-Launch-Scaling-Preparation.1298334147.html for Aspenware’s recommendations and stated customer responsibilities around helping your store handle high traffic. Aspenware cannot guarantee an immediate resolution to any incidents caused by volume surges if proper planning and communication with Aspenware were not completed. |
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Used when there is an error that causes supported elements of the Software to fail to operate in a material manner materially with no workaround but does not render the system on which the Software is installed inoperable.
A level 2 error results in restricting a large number of guests from using the site or renders the ability to fulfill orders 3x more difficult than before the issue started.
If a feature is used heavily at a particular customer but is not deemed a primary feature across Aspenware’s customer base, significant defects identified with this feature will be resolved as a Level 2.
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Level 3 (Medium Importance)
Definition: Used when there is an error that produces an inconvenient situation in which the Software operates substantially in accordance with per the Specifications but nevertheless causes or results in substandard or erratic performance. An example of a Level 3 may be an issue causing a Supported element of the system to fail but it is limited to a single device or a cosmetic error that significantly distracts from the guest experience, etc.
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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 where the issue is occuring occurring 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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