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 to identify a workaround, many 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.