Services Included in Maintenance and Service Agreement

Owned by Sarah Holst
Oct 04, 2023
2 min read

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. (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. These professional services performed outside of this call are billable (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 50 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 - Notify Aspenware of any upcoming product launch DATE and TIME so we can be prepared to support with launch needs. Notify us immediately if the timing changes.

  • 5 business days before launch - Customer products must be configured and ready for testing in Aspenware Commerce.

  • 3 business days before launch - Customer products must be end-to-end tested in Aspenware Commerce 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.