Using Aleyant Support and Professional Services
Basic Support Guidelines
Support for your organization is included with your subscription. Please encourage those seeking support to familiarize themselves with this information.
Training participation for our products is required for all users requesting support. The training sessions are open to any employees who wish to attend. You may request additional one-on-one training for all areas of the system. This additional training is $125 per hour. To request training please create a support ticket under the professional services area.
Client support hours are as follows:
- USA: 9 AM to 5 PM Central Time (Chicago), Monday through Friday
- India: TBD
- Spain: 9 AM to 5 PM Central European Time (Valencia), Monday through Friday
The Support Portal
The best way to reach us is by submitting a new support ticket
through our support portal: http://support.aleyant.com
. Submit a new ticket for each new question. Please do not respond to an old ticket that has been closed to ask a new question, as this opens the old item and will likely cause confusion as well as add a delay to our response time.
Phone Calls to Support
A phone message may be left by calling 800-571-2138 x704. Support items received by phone or through the support portal are taken in the order in which they are received in the queue. Please rest assured that your voice mail message will be reviewed quickly and prioritized if necessary.
As of January 1, 2019, live chat is available to Pressero and eDocBuilder customers with HV and above plans. The chat is available within Pressero and eDocBuilder admin.
Please note Chat Support is for quick questions that can be answered in 15 minutes or less. More advanced type questions such as troubleshooting an eDocBuilder script, a calculator pricing engine, or setting up an approval plan on your site should be submitted as a standard ticket, here: https://support.aleyant.com/Main/frmTickets.aspx
Depending on complexity, it may even fall into Professional Services territory. Our agents will be able to provide assistance
Live chat is only for Pressero/eDocBuilder questions. As of right now it is not available for PJM or tFlow questions.
Emailing Support vs. Submitting Through the Support Portal
Emails sent directly to our support email account should not be used. If you have not done so already, create an account at http://support.aleyant.com
and submit support requests thereby opening a new ticket
. This is the most efficient method, the benefits of which are detailed below:
- The ticket you open captures much of the needed information for our team to research right away.
- Entering a ticket will automatically search the Knowledge Base. The KB contains hundreds of questions and answers and will automatically begin to search possible solutions to your issue.
- You have the ability to run a report to see all of your past support tickets.
- You can check the status of your tickets.
- The Portal has many additional helpful features such as documentation, training videos, news items, the Knowledge Base (KB) articles and a link to our status page: http://status.aleyant.com/
Response Time and Procedure
Our goal is always to respond within four business hours; however, our average response time is much quicker. Difficult situations or questions that require input from our programming staff will take longer. Please note that on a Monday, or on a day following a holiday where our office is closed, there may be a longer response time.
An urgent issue can be subjective based on the unique set of circumstances you may be experiencing, but for most cases, an urgent issue is any situation where the customer cannot place an order or you can’t produce the job. If this is the case with your issue, you can mark the ticket as urgent. We have staff that will be notified during non-working hours when a ticket is submitted that is urgent. Please be sure to only use this feature when an issue is preventing your customer from ordering or keeping you from being able to fulfill an order.
“How To” and Other Questions
We encourage all questions on how to use the system to first be searched on the support site (http://support.aleyant.com
) before submitting a ticket. The Knowledge Base and Documentation have most of the common questions posted for an immediate answer to your question.
Bugs and Errors
If you are experiencing an error or feel you have found a bug in the system, submit a ticket with all the necessary information we would need to reproduce or see exactly what is happening in your site. This may require that we have:
- The administrative username and password
- The name of the site and the URL
- The name of a site user and the username and password to log into the site as that user
- Specific details of the steps we need to follow to generate the error or see where you are having difficulty
- Screenshots or video capture. An excellent free tool we use is Jing. You can download it here: http://www.techsmith.com/jing.html
Changes to the API Noted in the News
We believe that the success of our products is due to the many great ideas our customers have shared. Please submit a ticket to our support department and describe what you wish to accomplish. There may be a solution or a workaround to reach the desired result. If not, we will record the items for future consideration and update the popularity of those requests as others express wishes for the same feature.
Clarifying Support vs Professional Services
There are areas of the system that require a higher level of knowledge and understanding. The support team is available to review work you have done and offer advice in an area where you might need additional help.
Professional Services would be any situation that requires our staff to do the work, giving technical advice (scripting, programming, etc.), restoring a site or setting because of user changes, or when a series of questions either written or phoned in that could be considered training, goes over 15 minutes. This rule is in place to ensure that the support team is able to answer all customers questions in a timely manner. This applies to all areas of the eDoc and Pressero system, but some common areas that we encounter this most often are:
- Pricing Calculators
- eDocBuilder template setup
- API-related items
- Custom Skinning
- DNS support when you choose to manage your own DNS.
Here is an example:
You’ve been working in the system, but you are not getting the results you needed or expected. We will review the work and give you a suggestion as to what we think you should try on your own. If this takes more than 15 minutes because it is very complicated, or we need to involve the programming staff for help, or you want us to fix or do the work for you, we will let you know there will be a fee to continue.
See Professional Services Rates below. We will never charge without telling you first that there will be charges to proceed. In all situations, if we determine that there is a bug in the system that was causing your problem, we will not charge.
Expert Services (Support Plus)
Many of our plans now include a set number of hours available each quarter to use for Expert Services. Many of the items listed above that would fall into the category of difficult tickets and therefore lead to the need for Professional Services may be covered at no additional cost provided you have Expert Service hours available. Please submit a ticket and our support team will assist in finding the appropriate method to meet your needs.
Please note, if you plan to take advantage of these services, understand that turn-time for projects is normally two business days (48 hours), but will vary depending on the complexity of the request. If you need projects sooner than two business days, you can take advantage of our Professional Services team, who can provide you a price estimate to get your project done in the time requested.
Common Areas that Require Fees for Support
Unlocking Pricing Calculator Excel Sheets
If you need to unlock the protection on the Excel files used to create a pricing calculator, you may contact support for the password. In almost all cases you can edit the sheet without the password but we realize there are times it is needed. We advise customers to be very careful what you do after unlocking the spreadsheet because it contains many formulas that can be very easily altered. There will be a fee of $125 - $175/hr to fix any calculator that is damaged by you unlocking the sheet. Because of that, we suggest saving a copy of the spreadsheet before making any edits.
Professional Services for Store Setup, Custom Skinning and Custom Development work
The Professional Services team is available to do the setup work for you. If it is one small task or you need an entire site set up we are available. We also have developers in our Professional Services department that can do a variety of custom development projects. Please open a ticket
on our portal support.aleyant.com, and select Professional Services from the menu, along with details of what you need to be done and we will contact you to discuss the project and provide a quote.
Professional Services Rates
The cost for Professional Services depends on the type of work we are doing for you. One simple way to understand what can be done at the $125/hr rate is to think if you are able to do it yourself through the admin setup area, then it is billed at this rate. If the services we are providing requires use of the database, APIs, or is for custom skinning, it is at a rate of $150/hr.
Other Support Services Available
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