Aspenware offers the best customer service in the industry. We pride ourselves on partnering with our resort clients to address challenges and issues promptly and professionally. Our ticketing system allows us to manage support issues and address resort needs quickly. Once a resort is live on an Aspenware product, the main mode of communication should be through the Aspenware Ticket Portal. This includes submitting site issues, questions, or updates (e.g., scheduled downtime for the resort’s POS). This system is monitored by the entire Aspenware Service Team, and will allow for the most efficient responses.
How to Submit a Ticket
If you experience an issue with your Aspenware store or service, you must report it to the Aspenware Ticket Portal for assistance. Before creating a ticket, please attempt to reproduce the issue, taking notes on the exact steps you took to reproduce, capturing screenshots, and detailing the scenario that produced the issue. After you have gathered the information, you will need to create a ticket.
To submit a ticket, navigate to the Aspenware Ticket Portal.
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NOTE: If you have previously submitted a ticket, you are will likely to have an account in the Aspenware Ticket Portal. Login Log in using the email address used to submit tickets previously. If you run into any issues, contact your Aspenware Service agent directly. |
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If the ticket is not urgent and sent during standard business hours (Monday - Friday 9 - 5pm MST), someone from our Aspenware Service Team will reach out to assist and determine next steps.
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Urgent IssuesURGENT ISSUESIf you are experiencing a significant, urgent issue that meets the Level 1 Criteria, such as your site being down, create a support ticket using the following steps. We have agents on call, monitoring the queue for urgent issues seven days per week from 8:00am-8:00pm MST. When submitting the ticket note URGENT in the subject line to trigger the Urgent Response Process. Aspenware has sole discretion to determine the priority of submitted issues and will de-escalate any ticket marked Urgent that is not a Level 1. |
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