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| minLevel | 1 |
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| maxLevel | 7 |
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 your team 365 days a year.
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Introduction
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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Level | Quick Definition | Expected Response Time | Expected Resolution Time |
|---|---|---|---|
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). |
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