Support Policy
General Information
To receive technical support as provided and described, all software must be properly licensed.
Definitions
- Contact:The requestor of Technical Support is referred to as the "Contact" for purposes of this policy and is defined as the responsible resource, party or end-user of the solution supplied from Customer Solutions.
- Software: Customer Solutions products are referred to as the "Software" for purposes of these policies and include ShipExec Gateway API, ShipExec Thin Client, ShipExec SAP Client, ConnectShip Toolkit, ConnectShip Merchant, ConnectShip Warehouse, ConnectShip ChainLink, ConnectShip Advisor, ConnectShip UPS Toolkit and any custom approved solution product developed and deployed by Customer Solutions is included in the definition of "software" as used herein.
Roles and Responsibilities
- Contact: Client representative who reports a software issue to ShipExec Support.
Sometimes companies will have 1 person submitting tickets for the entire organization, sometimes users will submit tickets. -
ShipExec Support department: performs all services by receiving an issue online or by phone.
- NOTE: Contact must make reasonable efforts to resolve any support question with end-user personnel before contacting ShipExec Technical Support.
- Contact must have been trained or have access to personnel who have been trained in the use of the software and who can answer questions pertaining to the support of the software.
- Contact must make personnel available to assist Customer Solutions Technical Support in problem resolution. This includes, but is not limited to, assistance with system access, data entry, problem replication and testing solution code.
- Contact is responsible for maintaining a consistent implementation across end-user sites and installations that are current with the latest release of the software. Note that if an update is required to correct a software defect, Customer Solutions will release an update only for the current release of the software.
Remote Access
If remote access to client systems is required for standard troubleshooting, Customer Solutions will use GoToAssist remote software unless otherwise specified by a Premium Care Support Plus (PCSP) contract.
Support Issue Submission Procedures
Online Support submission by direct login is the preferred method by logging into: https://support.shipexec.com.
You may also submit a support request by phone calls to Customer Solutions Technical Support at: 1.855.418.7225. All phone calls are added into a Support Ticket Management system located at: https://support.shipexec.com and assigned an Incident ID (Incident ID). The Incident ID can be used by the Contact to reference the Incident ID and track the progress while the problem is being addressed.
Levels of Support
The Contact is required to establish and maintain the organization and processes to provide First Level Support for the supported programs directly to users.
All tickets are routed through L1 (Helpdesk) and routed to L2 generally immediately. L2 will troubleshoot and escalate to L3 if needed.
The above applies to the customer, as they need to use their internal resources to troubleshoot basic steps like internet connectivity and hardware issues.
The below applies to ShipExec support once the ticket has been created.
| SUPPORT LEVEL | DESCRIPTION |
|---|---|
| FIRST LEVEL SUPPORT |
Shall include but not be limited to
In addition, the Contact will designate a Superuser who can determine if the problem is user error or a potential system problem. The Super User is typically a warehouse supervisor or lead operator. A Superuser needs to have admin rights to all applicable servers, including SQL sa access. |
| SECOND LEVEL SUPPORT |
If the Super User believes the problem is system related, then this individual would contact Second Level Support. |
| THIRD LEVEL SUPPORT |
If after reasonable efforts the Contact is unable to diagnose or resolve the problem or issue of the supported programs or services, the Contact initiates Third Level Support. Third Level Support is defined as the ShipExec Developer or designated subcontractor directly supporting Client's Customer Solutions. L3 are developers, they take the most difficult tickets. |
Escalation Procedures
Typical Client Support Escalation
Severity Criteria for Issues
Requests for support are prioritized according to the following severity definitions:
Severity 1 – High
The Contact's production use of the supported software/solution is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 – High service request has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 – High service requests within ninety (90) minutes. Contact must provide Customer Solutions with a contact during this period, either onsite or by phone, to assist with data gathering, testing and applying fixes. You are requested to propose this severity classification with great care, so that valid Severity 1 – High situations obtain the necessary resource allocation from Customer Solutions.
Severity 2 – Medium
Contact experiences a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Severity 3 – Low
Contact experiences a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
Suggestion
Customer has a suggestion for how to improve the overall experience or suggest a new idea.
Contact requests information, an enhancement or documentation clarification regarding software but there is no impact on the operation of the software. You experience no loss of service. The result does not impede the operation of a system.
Response Times by Issue Severity
| Problem Severity | Response Time | Notification By |
|---|---|---|
| Severity 1 – High | Customer Solutions Support within 90 minutes during business hours | Phone Only |
| Severity 2 – Medium | Customer Solutions Support within 120 minutes during business hours | Web/Phone |
| Severity 3 – Low | Customer Solutions Support within one business day | Web/Phone |
| Suggestion | Solution sales or project manager representative will respond usually within one business day | Web/Phone |
Limitations for Support
Support may only be applied to cover support issues pertaining to:
- Configuration and installation problems resulting from the normal set up
- Installation procedures of the software as described in the installation and configuration instructions accompanying the solution and not including integration issues that were performed after the original set up of the solution
- Technical support is provided for issues that are demonstrable in the currently supported release(s) of the solutions, running unaltered, and on an approved hardware, database and operating system configuration, as specified in your order or program documentation
- Customer Operational issues related to the deployment of the solution, as described in the documentation accompanying the solution, and not including issues that were performed after the original setup of the solution
Paid Support Resources
Customer Solutions Technical Support provides phone support for software and integration issues.
Includes:
- Configuration and installation problems resulting from the normal setup and installation procedures
- Operational issues of the software as designed to function
- Communication or integration issues resulting from the attempt to have other software applications communicate with the software
- Provided at the discretion of the Customer Solutions Technical Support personnel, Customer Solutions will support modifications made to the software other than as provided by Customer Solutions, in addition to correction of errors or "bugs" created by the End User modifications, script writing or debugging scripts.
No Charge Policy
Problems resulting from a "defect" in the software or discrepancy in documentation will not be charged as either a case or an hourly charged service
Problems surrounding installation issues for 30 days after the purchase date of the software will not be charged as either a case or an hourly charged service
Problems arising during the 30 days following the date of a Customer Solutions-provided rate update, but only if the issues relate to the installation of the rate update or configuration of standard product using the standard configuration tools and utilities in accordance with the rate update
Support Availability
Standard Hours: Provided for current customers on standard support and maintenance. Coverage time is 24 hours based on Central Time, Monday through Friday, excluding U.S. national holidays.
Customer Solutions Support Desk
Phone Number: 1.855.418.7225
ShipExec Support Types
Standard Support
- Included in annual Support Maintenance Update (SMU) fee
- 24-hours per day, 7 days a week, excluding U.S. national holidays
- Phone & Online Portal
Premium Care Support
- Premium Care Hours: Provided for current customers on premium care support and maintenance. 24 hours per day 7 days a week, excluding U.S. national holidays.
Premium Care Plus Support
- Same as Premium Care as described above, but also includes any special operating needs as indicated in the Premium Care Plus contract.
- Premium Care Plus Hours: Same as Premium Care as described above, but also includes any special operating needs as indicated in the Premium Care Plus contract.
Technical Support Fees
Technical support fees are due and payable annually in advance of a support period, unless otherwise stated in the relevant ordering document or financing/payment contract with Customers. Your commitment to pay is required to process your technical support order (e.g., purchase order, actual payment or other approved method of payment). An invoice will be issued only upon receipt of your commitment to pay and will be sent to a single billing address that you designate. Failure to submit payment will result in the termination of support.
Support Period
Technical support is effective upon the effective date in the applicable Work Order and the effective date is the date your order was accepted by Customer Solutions. Unless otherwise stated in the Work Order, Customer Solutions technical support terms, including pricing, reflect a 12-month support period (the "support period"). All technical support services ordered for a support period and the related fees are non-cancelable and non-refundable. Customer Solutions is not obligated to provide technical support beyond the end of the support period.
Limitations of Technical Support
Areas not included in the scope of support services are not serviceable by Customer Solutions Technical Support. Examples include the following but not limited to:
- Physical personal computer problems
- System administration and network problems
- Database administration problems
- Training new users other than through authorized sessions with Customer Solutions personnel
- Answering the same questions multiple times for the same Contact
- User error (i.e., problems caused by user actions in conflict with documentation or training)
- Hardware failures and device failures (including the server/computer system, label printers, scanners and serial/laser printers)
Disclaimer
We reserve the right to modify this policy. Client will receive a 30-day notice of changes to ShipExec™ Standard Support policy and provided the opportunity to opt out of changes. Additionally, Client shall have the right to decline renewal of ShipExec™ Standard Support. If Client declines ShipExec™ Standard Support, client will continue to receive support through the same support channels and will be billed at the current hourly rate as incurred.