Accellos 3PL Software Applications

Customer Support Services Policies and Procedures

 

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Introduction

Thank you for choosing Accellos!

At Accellos we measure our success by your satisfaction, and we strive to deliver high quality services, while continuously improving support for our software products. We work in partnership with our customers, and focus on prompt and thorough responses, delivered by our courteous staff.

This document covers the following aspects of the Accellos Customer Support Services policies and procedures for Accellos 3PL software applications only:

  • What customer support includes.
  • What customer support does not include.
  • What to expect when you access customer support.
  • How to access customer support.
  • Examples of non-billable & billable services

What Accellos Customer Support Includes

Customers currently enrolled in a Support plan and for which they have paid applicable Support fees enjoy the following benefits:

  • Problem troubleshooting and resolution of problem reports (i.e.,  a “bug” or “error”) in the current version and the immediately preceding version release of each of our software products
  • Access to new releases and patches of our software products that we make generally available to other customers.  However, Accellos reserves the right to charge additional fees for new releases of our software products that provide substantial new functionality or that incorporate new third party components
  • Remote diagnosis and assistance via remote desktop, WebEx or customer provided VPN connection
  • Access to all software product documentation and FAQs for our software products

Post go-live consultation with an Accellos Support representative to review the status of any open reported problems.  This consultation should be scheduled in advance of your initial go-live date and should be held within one month following your go-live date.  You can access customer support through:

  • Web support
  • Email support
  • Telephone support

Regardless of the contact method that you select, your issues will be addressed using the process described below.

What is an “error” and/or “bug”?

Central to the relationship between Accellos Customer Support and our customers is the definition of a very important concept – that has an “error” or “bug”.  Accellos continually strives to produce high quality applications but like all software applications, occasionally there is a problem within the software, which is often referred to as an “error” or a “bug.”  An “error” or “bug” is defined as a material non-conformance of the Accellos software product with its associated documentation.  When a customer reports a bug, Accellos Customer Support representatives will make commercial reasonable efforts to reproduce and remedy the bug, and will address each non-conformance with an effort commensurate with the severity of the bug.

Occasionally, customers may want our software products to function in non-standard ways that do not match the software products documentation. This is not an error or “bug” in the software. In such cases, customers are encouraged to request a modification or enhancement to the software product as described below.

Pre Go-Live Support

During any new implementation or upgrade project all issues should be reported to customer support and the implementation team for investigation and resolution as required. 

What Accellos Customer Support Does Not Include

Accellos customer support does not include:

  • Installation or upgrade services
  • Implementation, configuration or training services
  • Consultation or setup assistance of new software products, modules or profiles
  • Import or manipulation of data
  • Creation or manipulation of reports, documents, templates and forms
  • Assistance with non-Accellos software and hardware software products (unless under a specific Accellos support agreement) including:
    • Database, operating system, backup and any other software products not provided by Accellos
    • PCs, servers, printers, networking and any other hardware not provided by Accellos
    • Handheld and other mobility terminals
  • Development or support of customizations, enhancements or modifications to our software products not provided by Accellos via a new release or version of the software product
  • Identification and correction of defects in the users environment
  • Assistance with routine operating procedures generally recommended by Accellos or a third party vendor – for example, running backups

 

Billable Services

Change is perhaps the only constant in the 3PL industry as our customer’s sign new clients and their existing clients’ needs change.  While the above items are not covered by our Support plans, Accellos’ Professional or Technical Services groups are available to support and assist our customers’ constantly changing needs.  However, it is important to be clear on what is handled by our Customer Support Services group under you Support plan (i.e., a non-billable task) versus what is handled through our Professional Services or Technical Services group as a separately billable request.  While not an exhaustive list, Appendix A provides you with a table of some of the more common requests submitted by customers to help clarify and provide you with some guidance as to what requests are typically included within your Support plan versus what requests are considered a separately billable request or task by our Professional Services group. 

User Environment & Enabling Technologies Related Issues

If Customer Support representatives suspect that a reported issue is due to problems with your environment or enabling technologies, the Accellos Customer Support representative will inform you that they can continue to assist you in resolving your reported issue but that Accellos’ assistance will bill support services provided to you on a time and materials basis at our standard hourly rates.   If it is later determined that the reported problem was in fact due to an error or defect in Accellos’ software products, Accellos’ support assistance would be covered under your Support plan and the work would not be billable.

Accellos Hosting and Managed Services

Managing the IT infrastructure required for most enterprise applications can be a time consuming endeavor which requires specialized technical skills that every organization may or may not possess, and, more importantly, can distract an organization from their core mission of serving their clients.  To assist with this challenge Accellos provides hosting and managed services (“Managed Services”) for many of our software products, which would allow customers to outsource these tasks to Accellos experts.  For more information please contact your account or channel manager.  Appendix B, while not an exhaustive list, provides you a table of some of the more common requests submitted by customers to help clarify what requests are included within your Support or Managed Services plan versus what requests are considered a separately billable request or task by our Technical Services group. 

Software Modifications and/or Development Services

Modifying packaged software can be a complex, time consuming, costly and occasionally frustrating process.  However, sometimes a customer requires a modification to the software to meet its specific business needs.  To ensure that Accellos has the best understanding of a customer’s required modification we require all customers to complete a Software Modification Request Form with as much detail information as possible of the requirements for each modification request.  This level of detail is important to ensure that Accellos has a complete understanding of the business requirements to properly scope out and quote the cost of the modification.

Once Accellos has received a completed Software Modification Request Form we will return a High Level Estimate WR (HLE WR) with an approximate cost and delivery timeline.  If the HLE WR is accepted, Accellos will prepare a detailed design document for customer to review and accept prior to the actually development of the modification.  If the detailed design document will contain a refined estimate of the cost of the modification.  If the refined cost in the detailed design document is within +/- 20% of the cost estimated in the HLE WR all design time for the detailed design document will be billed even if the detailed design document is not accepted for development of the modification.  Once the detail design document has been accepted by both Accellos and the customer, an Accellos Project Manager will be assigned to the project and the modification will be scheduled for development.

Most modifications developed by Accellos are customer specific and will not be incorporated into our core software products; therefore, support services for modifications is not included in your Support plan and each modification will need to be “migrated” to new versions of the software with each upgrade.  The cost to complete this “migration” should be considered as a part of your upgrade project.  It is also important to consider that the more you customize the 3PL software application the more complex it will be for you and Accellos to continue to support.  Note: All time Support requests related to a modification are separately billable.  Modifications should be avoided unless they create significant business value.

Customer Support Requests

Before you contact us… Customer Support staff must have enough information from you to assess or replicate the reported problem before the issue can be successfully moved through the resolution process.

Before you contact Accellos Customer Support, take a minute to consult the appropriate software product documentation, as it will often answer your question.  It is our experience that customers who consult their software product documentation prior to opening a support request with Accellos Customer Support more often than not find that their issue isn’t an error or “bug” in the software and are able to promptly resolve their issue on their own and avoid incurring any billable Support services.  However, if after consulting the appropriate software product documentation you still require assistance with your problem, please have the following information about your issue available to provide to Accellos Customer Support. 

What is your contact and system information?

  • Company name
  • Contact name, phone number and email—and please identify your preferred method of contact
  • Software product name (application name) you are calling about
  • Software product version, including upgrades, patches, and any other related information

What are the symptoms?

  • What unexpected behavior are you seeing?
  • What error message are you seeing? (Wherever possible, save errors and screenshots to a file or document and email them to us, or copy and send to us the exact wording of the error message)
  • What are you not seeing?
  • What, if any, steps did you take to try and solve the problem yourself?

How did you get there?

  • What specific steps did you take that revealed the issue?
  • What specific file, user ID, server, path, etc., were you using?
  • What data were you entering or saving?
  • Can you repeat the error?
  • Do other users have the same problem with the same function?

What were you expecting?

  • How did you expect the application to behave?
What else can you tell us?
  • When did the issue first occur?
  • Do any system problems exist?
  • Have any recent changes been made to the environment (system maintenance, new software installations, software upgrades or operating system updates, etc.)

When You Contact Us

You can contact Accellos Customer Support by web, email or phone. Regardless of the contact method that you choose, your issue is moved through the Accellos Customer Support queue using the same process. If you have the answers to the above questions ready before you contact Accellos Customer Support, it can help speed up the resolution of your issue.  We have also observed that often the research and preparation of this information can help customers to resolve non bug related issues on their own.

Tracking Number

Each customer support request is immediately assigned a tracking number as the request is entered into the Accellos support request tracking system. Please reference the tracking number in future discussions with customer support.

Customer Support Process

Once your issue has been reviewed by a Customer Support representative your issue, they will evaluate the issue, assign a severity level and add your issue to the support queue.  Sometimes an Accellos Customer Support representative can deal with an issue immediately, but often they will work on an issue and then contact you once they have additional information.  All support services are provided during normal work hours, as specified below.  24×7 support is available at an additional yearly cost.   Accellos Customer Support will use these severity level definitions to classify issues:

Priority 1 – Production System Down

A Priority 1 issue represents a problem that causes the Accellos software product to be totally unavailable for use or access by a customer for mission-critical business processes, with no immediately available workaround.

Criteria:

  • Live Software production Systems Only
  • Total System Outage
  • Work-around not available

Examples:

  • Majority of transactions being denied
  • Mission critical operations not functioning

Support Process:

  • A support technician will begin working on the problem within one business hour after an Accellos Support representative received and logged the problem report and will continue to work on the problem until a resolution is reached.  If you have purchased 24×7 Support plan, for after-hours calls, a page will be sent to begin problem resolution and escalation.
  • Follow-up will be every four business hours by an Accellos Customer Support representative until the issue is resolved.

Note: Customer’s staff is expected to remain available (at Customer site) during the time the Accellos Customer Support investigates the problem or provide an alternate contact.

Priority 2 – Production System Significantly Impaired

A Priority 2 issue represents a serious problem in the operation of the Accellos software product that causes issues, which adversely affect the normal business operations of a customer but for which there is a workaround, but the workaround is too difficult to implement.

Criteria:

  • Serious problem on software production system
  • Problem on test system that will impact a planned go-live date
  • Work-around available but difficult to implement

Example:

  • Serious problem in one or more areas of the system
  • Some transactions are being denied

Support Process:

  • A support technician will begin working on the problem within four business hours after an Accellos Support representative received and logged the problem report.
  • Follow-up by an Accellos Customer Support representative will occur once per day until the issue is resolved.

Priority 3 – Production System Problem

A Priority 3 issue represents a problem in the operation of the Accellos software product that does not have an immediate serious adverse impact on the business operations of a customer or a workaround is available.

Criteria:

  • Problem on live, software production system
  • No apparent danger of major service interruption
  • Work-around available

Examples:

  • Report displays inaccurate data
  • Issue with non-mission critical function

Support Process:

  • A support technician will begin working on the problem within one business day after an Accellos Support representative received and logged the problem report.
  • Follow-up by an Accellos Customer Support representative will occur once per week until the issue is resolved.

Resolution Process

Step One

Accellos Customer Support representatives first attempt to replicate the issue and then provide either a permanent solution or a workaround.  For issues where system or application setup, data, or procedures are the problem, Accellos Customer Support representatives strive to provide a solution as quickly as commercially possible.  Many issues can be resolved at this stage.

Step Two

If Accellos Customer Support representatives cannot determine the cause or solution to an issue quickly, the issue is escalated to the next stage, which involves in-depth troubleshooting and investigation.  Subject Matter Experts (SMEs) dedicated to providing this level of analysis focus on issues at this stage, and try to provide you with a permanent solution or a workaround. 

Note: A workaround may be provided to solve your problem immediately, in cases where a permanent solution may take more time to deliver. Your Accellos Customer Support representative will explain the type and status of any workaround provided.

Step Three

Some issues may need to be escalated to a developer for resolution.  If this is the case, the appropriate developer will be assigned to perform the required analysis and/or development of a permanent solution.

Following Up On an Issue

An Accellos Customer Support representative will contact you with a resolution for your issue as soon as possible, or with a status update for more complex issues. How long it takes to resolve an issue varies on a case-by-case basis according to circumstances.  However, you may contact Accellos Customer Support at any time to request an update on your issue. When calling Accellos Customer Support please be sure to have your tracking number so any Accellos Customer Support representative can quickly provide you with an update.

Support Request Status Definitions

As a support request progresses through the support process it will be assigned a status to classify its current status.  Accellos Customer Support uses these status definitions to classify customer issues:

New

New unassigned support request

Investigating

Accellos Customer Support request has been assigned to a support or development resource for investigation and resolution

Waiting on Response

Accellos Customer Support has provided customer with a resolution or has requested clarification from the customer

Development

A developer is completing development to address the request

QA

The QA team is performing testing prior to software release

Waiting on Confirmation

Accellos Customer Support has requested that customer confirm the support request has been resolved

Closed

Customer has provided approval to close the support request

 

Separately Billable Professional or Technical Services Requests

(Priority 4 – Professional or Technical Services)

The following criteria and procedures will be followed by Accellos Customer Support representatives when a Customer requests via Accellos Customer Support software installation or configuration services, software enhancement or modification development services, document or report creation services or other request for the services to be performed by Accellos’ Professional or Technical Services groups:

Criteria:

  • Installation or configuration of software
  • Feature can be added to the system as a paid modification / enhancement
  • A change to the system could automate critical business processes or improve software productivity

Examples:

  • Would like to implement new functionality
  • Would like to change the configuration of existing functionality
  • Need to create or modify EDI transactions, reports or forms
  • Would like to change billing or allocation setups
  • Would like to change a customer profile setup
  • Would like assistance setting up a new client
  • Would like to develop enhancement to existing billing process

Process:

  • The Accellos Customer Support representative will re-classify your reported problem as a Priority 4 – Professional Services and will forward the request to the Accellos Professional Services group for definition and quoting.  Accellos Customer Support representatives will not follow up on Priority 4 – Professional Services Requests.  The Accellos Professional Services group will follow up on these requests and provide completion timeframes.
  • If the customer elects not to contract with the Accellos Professional Services group to build a new feature or report the request will be classified as a Priority 5 – Roadmap Development Request.

Roadmap Requests

(Priority 5 – Roadmap Development)

Accellos Customer Support representatives will follow the following process when a customer requests via Accellos Customer Support a new feature or enhancement created for the software in an upcoming release.

Process:

  • The Accellos Customer Support representative will re-classify the reported problem as a Priority 5 – Roadmap Development and forward the request to Accellos’ research and development group.  The research and development group will consider all Priority 5 requests in the planning of future releases of Accellos software products.
  • Accellos Customer Support representatives will not follow up on these requests.

Contacting Customer Support

Accellos Customer Support is available via web, email and telephone.

Web Support

Customers are required to initiate all support requests by opening a new ticket in the Accellos web-based Helpdesk system located at the following internet address

https://helpdesk.accellos.com

Please contact Accellos Support to register for access to the Helpdesk system and to get a copy of the Accellos End-User Helpdesk Guide which provides detailed usage instructions.

The Helpdesk system is monitored during the telephone support hours detailed below.  Priority 1 issues experienced outside of regular business hours should follow the After Hours support process detailed below.

Email Support
Email is an effective way to receive assistance, but it is not recommended for urgent issues. If you have an urgent issue, please contact customer support using the telephone support numbers listed below.

3PL Support email address: 3PLSupport@Accellos.com

Telephone Support
Monday – Friday 8:00am EST to midnight EST at  +1-905-731-9388

After-hours Support is available at +1-416-670-6360 with an appropriate 24×7 Support plan – only Priority 1 issues will be addressed after hours.  Any Support assistance for problems called in outside the customer’s Support plan hours or on Statutory Holidays is billable at 1.5 times Accellos’ standard hourly rate.

Disclaimer

This document is intended for informational purposes only and may be modified at any time by Accellos in its sole discretion.   The exact contractual terms of your Support services plan are set forth in your primary agreement with Accellos.  If there is a conflict between the terms set forth in this document and your primary agreement with Accellos, the terms of your primary agreement with Accellos will control.

Appendix A

Support Services Included with Support Plan vs. Separately Billable Professional Services

As a general statement resolution to any “bug” is covered by your Support services plan (i.e., “non-billable support service”), and any assistance with any setup changes or modifications would be a “billable Professional Service.”  Professional Service requests which require 6 hours or more of work are generally documented with a Work Request (WR) which requires a customer signature before work can be scheduled.  Professional Service requests which require less than 6 hours of work (previously referred to as a “Billable Support Request”) will be documented in an email to the customer describing the work requested, and requires customer approval via return email to Accellos before work can be scheduled.  It should also be noted that in rare occasions a non-billable support request may become a billable Professional Service if the case resolution was not the result of a bug but rather a requirement for a setup change.  All support of or assistance with a modification to the software is billable until such time as the modification is incorporated into the standard product (this includes assistance with migrating all modifications to a new version or release of the software as a part of an upgrade project).

Task Description / System Area

Non-Billable
Support Service

Billable Professional Service

General / Miscellaneous

 

 

Correction of any “bugs” as detailed in this document

X

 

Resolution of issues/errors where cause is undetermined

X

 

Code changes required to make feature work as documented

X

 

Assistance with setup issues related to features which are in Accellos product documentation

 

X

Correction of inventory out of balance issues

X

 

Resolution of database, data or user lock issues

X

 

Any type of customization related the standard/core software

 

X

Any type of configuration, usage or coding assistance required for software features modified at customer request (until customer decides to revert back to core feature)

 

X

Assistance with single record or mass data updates

 

X

Assistance with data imports & exports

 

X

Assistance with database archiving & purging

 

X

Create/update new test environment

 

X

Depositor Inventory Level Profile (DILP) changes

 

X

Documents

 

 

Resolution of core document calculation or data issues

X

 

Modification & support thereafter of core documents

 

X

Reports

 

 

Resolution of core report calculation or data issues

X

 

Modification & support thereafter of core reports

 

X

Creation of new reports

 

X

Billing

 

 

Correction of billing issues due to software bugs or system generated bad data

X

 

Correction of billing issues due to setup or configuration issues

 

X

Consultation on billing scenario setups

 

X

Assistance understanding why billing charges occurred a certain way

 

X

Reversing or unconfirming a confirmed batch

 

X

Updating data due to billing setup changes

 

X


EDI

 

 

Correction of bug in core software

X

 

Modification & support thereafter of core EDI documents & software

 

X

Correction of data due to translator failure or bad data sent from translator

 

X

Correction of data due to incorrect  customer setups

 

X

Allocation

 

 

Correction of bug in core software

X

 

Correction of data due to core software bug

X

 

Modification & support thereafter of core allocation software

 

X

d’Amigo, eVista & Bartender

 

 

Correction of bug in core d’Amigo & eVista software, templates & views

X

 

Creation and support thereafter of custom templates, tabs & views for d’Amigo & eVista

 

X

Correction of bug in Accellos core Bartender data stream

X

 

Creation and support thereafter of custom Bartender datastream

 

X


Appendix B
 

Services Included in a Managed Services Plan vs. Separately Billable Technical Services

As a general statement resolution to any server and application infrastructure issues are not covered by an Accellos Managed Services plan or Support Services plan unless noted otherwise below or covered by a Managed Services plan.  Technical Service requests which require 6 hours or more of work are generally documented with a Work Request (WR) which requires a customer signature before work can be scheduled.  For Technical Service requests which require less than 6 hours of work (previously referred to as a “Billable Support Request”) will be documented in an email to the customer describing the work requested, and requires customer approval via return email to Accellos before work can be scheduled.  It should also be noted that in rare occasions a non-billable support request could become a billable technical services if the case resolution was not the result of a bug but rather a requirement for a setup change.

Task Description / System Area

Customers

NO SYS/DBA

Agreement

Customers

WITH SYS/DBA

Agreement

Customers

WITH Hosting

Agreement

Server Related Issues

 

 

 

File-system full or at high usage

Billable

Non-Billable

Non-Billable

High CPU usage or CPU 100% busy

Billable

Non-Billable

Non-Billable

System and database log file cleanup

Billable

Non-Billable

Non-Billable

System slow analysis due to issues on server

Billable

Non-Billable

Non-Billable

Server down issues due to power failure

Billable

Non-Billable

Non-Billable

Server down issues due to disk/hardware failure

Billable

Billable

Non-Billable

Server down issues due to disaster

Billable

Billable

Non-Billable

System slow analysis due to OS issues

Billable

Non-Billable

Non-Billable

System slow analysis due to network issues

Billable

Billable

Non-Billable

System slow analysis due to slow SQL query

Billable

Billable

Non-Billable

Connectivity issues on customer side

Billable

Billable

Billable

Analysis of any hardware issues on customer side

Billable

Billable

Non-Billable

Server to tape or NAS backup failure analysis

Billable

Billable

Non-Billable

Kernel errors initial analysis

Billable

Non-Billable

Non-Billable

Application Related Issues

 

 

 

Issues due to an application bug

Non-Billable

Non-Billable

Non-Billable

Issues in newly promoted application code

Non-Billable

Non-Billable

Non-Billable

Issues caused by application design/functionality

Non-Billable

Non-Billable

Non-Billable

Any of the SE2 services down

Billable

Non-Billable

Non-Billable

Create / update RF user

Billable

Non-Billable

Non-Billable

d’Amigo setup issues

Billable

Non-Billable

Non-Billable

d’Amigo slowness issues

Billable

Billable

Non-Billable

eVista issues due to application bugs

Non-Billable

Non-Billable

Non-Billable

eVista email issues due to setup on the server

Billable

Non-Billable

Non-Billable

eVista server down due to server setup

Billable

Non-Billable

Non-Billable

Email issues due to firewall on customer side

Billable

Billable

Billable

eVista or Email issues due to setup on the server

Billable

Non-Billable

Non-Billable

New printer setup

Billable

Billable

Billable

Printer spooler down

Billable

Non-Billable

Non-Billable

Printer not printing due to setup on the server

Billable

Non-Billable

Non-Billable

Printer not printing due to issue on customer side or miscellaneous issues

Billable

Billable

Billable

TEST environment creation and all issues.

Billable

Billable

Billable