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 our customer’s teams 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.
We deeply understand that the way orders are fulfilled and managed in the resort 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.
This document will first outline what services are encompassed in your standard service agreement, as well as what professional service offerings we have available.
In order to help customers better understand the priority of tickets that are submitted via our 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 uphold 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 with you to help solve your problems, reach your goals, and hopefully, sometimes, brighten your day. Thanks for being our customer!
1. Included Aspenware Services
With your annual maintenance and service agreement, you get access to the following included services. Services not outlined in this section are professional services.
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. 100% CSAT rate for 2021. (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, but these professional services offered outside of this call are considered professional services (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 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.
IMPORTANT: Customers are expected to keep Aspenware informed of the following dates for all product launches and follow reasonable build and test planning efforts before launching products. 10 days before an upcoming product launch - ed to support with launch needs. Notify us immediately if the timing changes. 5 business days before launch - . 3 business days before launch - and the POS.
If a sudden launch pops up that was not communicated with your Aspenware representatives or planned for within these outlined minimums and you require more urgent support, Aspenware is happy to help so long as it is within standard business hours and our availability allows it, however, Aspenware will direct these last-minute configuration requests to the professional services team and time spent troubleshooting these tickets will be billable at your Professional Services rate. |
NOTE: Additional clarification and configuration support may be timeboxed. If a configuration request takes over 30 minutes, your Aspenware Representative may indicate that Professional Services time is required to complete the request. |
2. Professional Services
Want more? Aspenware’s team of experts can come alongside customers to drive strategic goals and augment your team to a greater extent with our professional services offerings. Professional Services can be requested by customers through the self-service portal. The capacity and timeline to provide these services will be at Aspenware’s sole discretion and time spent on these requests will be charged professional service fees and require planning/communication with Aspenware.
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, with Aspenware’s knowledge of customer’s personnel, business, and products gained through past relationships position Aspenware to support in project management on the implementation of new or additional features of the Supported Program.
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 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.
noteHINT: 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.
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 | 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 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 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, 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 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 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
The following timeframes are our stated “Business Hours” and “After-Hours On-Call” period.
Business Hours
8 am - 5 pm (Mountain Time), Monday - Friday, Holidays Excluded.
After-Hours On-Call Period:
Weekdays (Holidays Excluded): 5 pm - 8 pm (Mountain Time), Monday - Friday
Weekends and Holidays: 8 am - 8 pm (Mountain Time)
Aspenware observes the following holidays. If one of these holidays falls on a weekend it is Observed during a workday.
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Black Friday
Christmas Eve
Christmas Day
5. Understanding Service Level Guidelines
A support ticket submission is required for all issues before they can even be triaged as a level 1 - 4. If an issue is received via another communication channel, it will not be considered an official request until it appears in Aspenware’s ticketing system. See Appendix A for ticket submission requirements.
Quick Sheet: Service Level Guidelines
Level | Quick Definition | Expected Response Time | Expected Resolution Time |
|---|
Level 1 (Most Urgent) *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 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 business days assuming proper notification and planning guidelines were met (Except when a new version is required, in which case we have 2 release versions to address a fix in code). |
Level 3 (Medium importance) | Used when there is an error that produces an inconvenient situation in which the Software operates substantially in accordance with 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 we have 6 release versions to address and resolution is ultimately at Aspenware’s sole discretion to address). |
Level 4 (Low importance) | 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
Configuration Issue
Issue classified as standard support service provided (Detailed in Section 1). Issues, questions, and requests that arise with features with Aspenware supported systems as specified in Aspenware’s Documentation. The resolution of this issue type is handled solely within the service team and can be resolved using Aspenware Commerce or Arrival Admin and does not require custom SQL knowledge or DB updates.
Infrastructure Issue
Issues classified as a standard maintenance service provided, such as Upgrade-related activities, or issues and questions with Infrastructure and/or Azure. The resolution of this issue type requires technical expertise, and/or the DevOps team to complete. This issue type is not resolved within Aspenware Commerce or Arrival Admin, but resolved by updating config files, running SQL, Azure updates, initiating upgrades, and more.
Software Defect
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 the Documentation. The resolution of this issue type requires the development team and the release of a new code version in order to complete.
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.
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.
Expected Response Time Expect the first response from a service agent within 1 hr of submission if submitted during Business Hours or After-Hours On-Call Period. during the After-Hours On-Call Period. If submitted outside of Business Hours or the After-Hours On-Call Period, you should receive a response by 9 am (Mountain Time) the next morning. After the first response, an Aspenware representative will provide updates every 4 hours throughout business hours and the after-hours on-call period until the issue is resolved or de-escalated.
Expected Resolution Time:
If the issue is an infrastructure or configuration issue and within Aspenware’s control to resolve, we will work to resolve the issue within 24 hrs of the first service response within commercially reasonable efforts.
If the issue is a software defect requiring a team of developers and if the issue is submitted during the After-Hours On-Call Period, Aspenware will first attempt to deploy a release of the software where this issue is not present within 24 hrs.
If deploying another version to resolve the issue is not possible, then the development team will work during business hours to resolve the Level 1 defect and will release a hotfix version as soon as possible. If a hotfix resolution is required, we will work to resolve the issue within a business day within commercially reasonable efforts.
IMPORTANT: Some issues that meet the Level 1 definition cannot be resolved by Aspenware and must be resolved externally. In the case that a root cause is determined as an outside incident (see Appendix E below) Aspenware cannot guarantee these resolution times when the resolution of the error is not within its control. Examples of outside incident Level 1 issues include Azure outage, Internet outage at the customer ski area, Email provider outage, Payment outage, external header outage, a ransomware attack, etc. |
Examples by Category:
Software Defect - Following an upgrade, adding to cart no longer works on mobile. Inventory is significantly being oversold on a primary product* (see definition of a primary product above).
Configuration Issue - Dynamic pricing is not configured properly and lift tickets are selling for $0 on most days of the season in the middle of winter when they should be priced. All or most orders are failing because of a mismatch in setup/rules between the POS and the product in Aspenware Commerce.
IMPORTANT: Products should be end-to-end tested 3 business days before launching and launches should be communicated with Aspenware representatives 10 days before launching. If it is determined that a customer launched a product during the After-Hours On-Call Period without proper notification and/or testing, Aspenware may choose to de-escalate the issue and ask that the customer take the product offline until the issue can be addressed as a 2 issue during business hours. |
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 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. |
(High Importance)
Definition:
Used when there is an error that causes supported elements of the Software to fail to operate in a material manner 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.
Expected Response Time: Level 2 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s). Expect the first response from a service agent within 9 business hours if submitted during business hours.
Expected Resolution Time:
IMPORTANT: Customers are expected to keep Aspenware informed of the following dates for all product launches and follow reasonable build and test planning efforts before launching products. 10 days before an upcoming product launch - ed to support with launch needs. Notify us immediately if the timing changes. 5 business days before launch - . 3 business days before launch - and the POS.
If an unexpected launch pops up, or if a launch was not communicated with your Aspenware representatives or planned for within these outlined minimums and you require more urgent support, Aspenware is happy to help so long as it is within standard business hours and our availability allows it, however, Aspenware reserves the right to direct these last-minute configuration requests to the professional services team and time spent troubleshooting these tickets will be billable at your Professional Services rate. |
If the issue is a Level 2 software defect, Aspenware will first attempt to deploy a version of the software where this defect is not present within 5 business days.
If deploying another version to resolve the issue is not possible, we will work to resolve the issue within 2 release versions, within commercially reasonable efforts. (Aspenware releases a new version approximately every 4 weeks.)
NOTE: Level 2 tickets should not be left open for more than 5 business days, however software defect resolution for Level 2 tickets ca (Aspenware releases a new version approximately every 4 weeks and attempts to resolve level 2 software defect issues within 2 releases). Once the defect has been re-created and a development card has been created and slated for a near-term release, a reasonable response for a Level 2 software defect would be for the Aspenware representative to close the ticket after adding the request as a high priority to the customer’s Monday board, which is a list of the customer’s priorities that are evaluated during regular syncs. Release notes on future versions will include details in the resolved issues section when available. |
Examples by Category:
Software Defect - A visual issue that causes a significant hindrance to the guest. Inventory is being oversold on a non-primary* (see primary definition above) product because of a defect in the supported inventory functionality.
Configuration Issue - The wrong product code was booked for a primary product in the Point of Sale.
Infrastructure Issue - A plugin that is used was inadvertently uninstalled during the last upgrade.
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 the Specifications but nevertheless causes or results in substandard or erratic performance. An example of a Level 3 may be an
Expected Response Time: Level 3 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s). Expect the first response from a service agent within 3 business days of submission if submitted during business hours.
Expected Resolution Time:
If it is a configuration or infrastructure request, we will work to answer questions and provide guidance within 10 business days.
If it is a software defect, we will strive to resolve the issue , however, Level 3 issue resolution is ultimately at Aspenware’s sole discretion.
NOTE: A reasonable response for a Level 3 reported Software Defect would be for the Aspenware representative to close the ticket after adding the request to our development backlog and making a note in the customer’s Monday board, which is a list of the customer’s priorities that are evaluated during regular syncs. |
Examples by Category (each category has a corresponding section below with more details):
Software Defect - Extra spaces in Username and Email in the POS prevents login
Configuration Issue - Support for test environment configuration around an upcoming product launch.
Infrastructure Issue - Configuring new functions and plugins needed for taking advantage of a new feature for an upcoming product launch
Level 4 (Low Importance)
Definition: Classification used when there is an Error that is minor or that is cosmetic in nature and does not result in reduced performance. (I.e. text changes or making the text more configurable, color changes, etc.)
Expected Response Time: Level 4 issues will be responded to and resolved during Business Hours only. (The After-Hours On-Call Period is reserved for responding to and troubleshooting Level 1s). Expect the first response from a service agent within 5 business days of submission if submitted during Business Hours.
Expected Resolution Time:
If it is a configuration or infrastructure request, we will work to answer questions and provide guidance within 20 business days.
Resolution of Level 4 Software Defects and feature requests are solely at Aspenware’s discretion and are not guaranteed. A reasonable result would be for Aspenware to close the ticket after adding the request to its internal list of non-urgent issues/requests that it evaluates periodically. We will not add software defect or feature requests to Monday as we do not guarantee a resolution on these, so tracking these requests is not respectful of either party's time.
noteHINT: If a feature request is highly important to a customer and they are interested in funding the development efforts to ensure that the feature is included in the application, email info@aspenware.com to receive a quote and discuss options.
HINT: If a feature request is highly important to a customer and they are interested in funding the development efforts to ensure that the feature is included in the application, email info@aspenware.com to receive a quote and discuss options.
Examples by Category:
Software Defect - A cosmetic issue that does not result in reduced performance.
Configuration Issue - Request to change a language string/content in an HTML widget.
Infrastructure Issue - Configuring new functions and plugins needed for taking advantage of a new feature for a down-the-road product launch.
Appendix A: Guidelines on Submitting Tickets
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 of the guest experiencing the issue 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
NOTE: If submitting a ticket and detail to understand/reproduce the issue is missing, Aspenware’s team members will likely respond asking for this detail, which will slow down the resolution of the issue. The more detail you can provide upfront, the faster we can help you resolve your support issues. |
IMPORTANT: If your ticket is Urgent, only meaning it meets Level 1 criteria as described above, add URGENT to the subject line or body and our automation rules will pick it up as a Level 1 ticket. If your ticket is not a Level 1 as described below please DO NOT add Urgent to the subject line, 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. |
Appendix B: Upgrades
Aspenware offers releases approximately every 4 weeks. For more details on our release processes and methodology, see https://hub.aspenware.net/main/Aspenware-Release-and-Update-Process.1385824260.html.
B1: Upgrade Guidelines
Customers should not fall further than 4 releases behind in their production code at any . Not staying on current versions can result in the lack of resolution of bugs, errors, and other issues with Aspenware products within the expected resolution times.
Production environments will not be updated/changed without first notifying the customer. In the case of a Level 1 issue, Aspenware may begin upgrade/infrastructure change activities without the consent of the customer, but to swap and make material changes to versions, and significant infrastructure changes, the customer must be informed, and in the case of upgrading software versions, provide consent. This raises the importance of customer contact availability - see customer availability expectations section.
Before scheduling a release to production, customers are expected to smoke test and approve the code version for their production environment. All functionality that is unique to the customer and not widely adopted should be tested by the customer with each upgrade. For example, if you use subscriptions these should be specially tested with each upgrade.
or on Fridays.
B2: Customer Expectations During Upgrades
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 | Email | Work Phone | Cell Phone (only for emergencies) |
Primary Contact | | | | |
Secondary Contact | | | | |
Accounting Contact (who has access to the payment gateway) | | | | |
IT | | | | |
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.
Appendix C: Test Environments
Test environment issues are not held to the same resolution times as production-related issues.
Aspenware has full autonomy to make changes/updates/infrastructure changes to test environments without the consent of the customer. Aspenware will attempt to notify and receive consent from the customer on major changes to test environments, such as upgrades, adaptations to major products, etc, however, if consent is not received, Aspenware can proceed without being in violation for troubleshooting efforts as it is a test environment and is purposed to help evaluate which efforts will positively impact production.
C1: Copy Live to Test Details
Aspenware offers regular opportunities to copy production commerce configuration so that test configuration mirrors production configuration. Aspenware currently sends out available dates and customers can sign up for a copy regularly.
If a customer requests a copy outside of these published time-frames, Aspenware can coordinate, but these outside requests will require professional service fees for the copy. Typically 1 hr for dev ops and 1 hr for service, so typically these unscheduled copies require a minimum of 2 professional service hours.
Aspenware requires that customers complete a copy live to test for both their commerce and POS environments every 3 months at a minimum. If a copy has not been completed within a 3-month window, Aspenware reserves the right to run a copy and will charge professional service fees for all development, DevOps, and services time to upgrade the customer until they are within compliance.
Aspenware has sole discretion to run a copy live to test in the case of L1 or L2 troubleshooting, or if a customer is out of compliance without the consent of the customer. Aspenware will always seek to notify and obtain customer approval before completing copy live to test, however, if approval cannot be obtained promptly, a copy can be run without such approval.
Appendix D: Scheduled/Unscheduled Aspenware Related Infrastructure Configuration
Aspenware must be informed of all impactful Aspenware Related Infrastructure changes completed by the customer 5 days in advance or as soon as possible if unscheduled.
Requests for changes within business hours - Aspenware can participate to help update its platforms for scheduled and routine infrastructure changes that occur within standard business hours (8 am - 5 pm Monday - Friday, Holidays excluded) at no extra professional service charge but must be scheduled 5 business days in advance with Aspenware.
Requests for changes within the after-hours on-call period - Customers can request professional services to have Aspenware’s participation in networking/infrastructure changes that occur outside of business hours but within our on-call period (8 am - 8 pm Mountain Time). These requests must be scheduled 10 business days in advance and professional service fees will be charged for all activities completed outside of standard business hours.
Requests for changes outside of business hours and after-hours on-call period - Networking/infrastructure changes made outside of after-hours on-call windows and business hours will not be considered. For example, if the customer is making changes at 2 am, the Aspenware portion could be completed starting at 8 am the next morning.
Appendix E: Incident/Outside Factors
When issues are raised, Aspenware will help identify the priority of the issue, its role in the issue, and in the case of issues where multiple parties are involved, help pull together / recommend any relevant partners for troubleshooting activities. It is ultimately the customer’s responsibility to align disparate parties and facilitate communication between responsible parties.
If it is determined that the responsibility for a reported issue is out of Aspenware’s control, Aspenware cannot be held to any stated resolution times for these incidents.
While some incidents may have a workaround to help lessen the impact of the issue, which Aspenware will do its best tomany incidents do not have a workaround and require a resolution that is out of Aspenware’s control, i.e. internet goes down at the customer ski area, Azure outage, IP address change, ransomware event, etc. Once the underlying issue is resolved, if there is anything required of Aspenware to resolve the incident, such as networking changes, etc. we will work promptly within outlined service level resolution times to support the customer in resolving the situation.