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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 your team 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 and detail the professional service offerings available.
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 the expectations we have of you, our customers, to ensure that this partnership is the absolute best it can be.
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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. (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. These professional services performed outside of this call are billable (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 50 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 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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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 into leveraging new features and functions and get refresh refresher 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 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.
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.
3. Meet the Service Team
The Team | Focus | Background |
|---|---|---|
Jen Dixon | Customer Success and Supporting the Services team | Jen has been with Aspenware for |
4 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 |
/Professional Services and Supporting those teams | Danny has been with Aspenware for |
3.5 years, implementing at both RTP and Siriusware resorts. Danny worked on managing complex software implementations for hospital systems before coming to Aspenware. Fun fact: Danny recently became an uncle! |
Jenni Buonanni
Customer Success, Implementations, Supporting Services, and Professional Services
Sarah Holst | Supporting Services | Sarah has been with Aspenware for |
a little over a year. 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 |
3 years. Marty worked on payroll and HR software implementations, and in strategy consulting and marketing 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 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. |
4. Aspenware Hours Availability
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Quick Sheet: Service Level Guidelines
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 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 an error produces an inconvenient situation in which the Software operates substantially per the Specifications but 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) | 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). |
Glossary for Service Level Guidelines
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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.
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