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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 your team 365 days a year.

Table of Contents

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.

We deeply understand that the way orders are fulfilled and managed in the resort how fulfilling and managing orders can make or break the guest and staff experience. We focus on the overall experience, from online booking , through to fulfillment , and the in-resort experience, and have resources to guide you every step of the way to achieve your goals.

About this guide

The goal of this guide is to provide a user-friendly and more detailed explanation of what is outlined in your existing service agreements so that you are aware of what great services and benefits you have available to you in your partnership with Aspenware out of the box, and also the additional professional services offerings that you can leverage periodically to further boost your implementation of Aspenware’s platforms, your overall guest experience, and operational efficiencies.

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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.

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The Appendices dive into details about how to submit tickets, upgrades, test environments, and more.

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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.

We value our customers so deeply and look forward every day to coming to work evto working with you to every dayo help solve your problems, reach your goals, and hopefully, sometimes, brighten your day. Thanks for being our customer!

Please see the sections below for information about working with our Services Team.

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