Using Aleyant Support and Professional Services

PRESSERO
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 that 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 Team (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 x 704. Support items received by phone or through the support portal are taken in the order that they are received in the queue. Please rest assured that your voice mail message will be reviewed quickly and prioritized if necessary. 
 
Live Chat
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 if your plan entitles.

Emailing Support vs. submitting through the Support Portal
Emails 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, with benefits 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 4 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 a day following a holiday where our office is closed, there may be a longer response time. 

Urgent Issues
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 that 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:
  1. The administrative username and password 
  2. The name of the site and the URL 
  3. The name of a site user and the username and password to log into the site as them
  4. Specific details of the steps we need to follow to generate the error or see where you are having difficulty
  5. 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 will report any API changes that are part of an upcoming release using the News section located in the support portal. If you would like to be notified of these changes you may subscribe to the RSS feed available for the News area.  Go to: http://support.aleyant.com/news/root.aspx, and click the RSS icon link. That URL can be used in any standard RSS reader, like MS Outlook. (http://support.aleyant.com/RSS.ashx?type=news).
For information on how to add an RSS feed to outlook, see this resource:  https://bit.ly/2QdKr7w

Feature Requests
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, that 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 of 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 / Managed Services
Many of our plans now include a set number of hours available each quarter to use for Expert or Managed Services.  Many of the items listed above that would fall into 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.
 
Common Areas that Require Fees for Support
 
Custom HTML and Javascript issues in Pressero Sites
We have worked hard to empower our customers with the freedom to use CSS and Javascript in a store's HTML Head area to customize the look and operation of their storefronts by allowing the ability to custom skill their own sites. (Sites > Settings > SEO/HTML > HTML Head Content)
 
However, with freedom comes responsibility. In this case, by adding or editing the CSS and/or Javascript you are also taking on the responsibility to make sure it works and does not cause issues with the operation of your Pressero stores. Typically, we will have an update to eDocBuilder or Pressero each week. It is a good rule of thumb to regularly check your sites for any problems. 
 
Regrettably, our support staff has been repeatedly asked to fix issues not caused by Pressero but instead caused by custom CSS or javascript that was added to a store by our customer. Often, the customer sending this request does not realize the problem has been caused by their own custom code.
 
To address this, we will charge Professional Services per incident for all support requests related to issues caused by custom CSS or Javascript. See Professional Services Rates below. In most cases, we will tell you before we proceed to fix your code so you can agree to the fees. Situations where this may not happen will be when it is faster to fix the issue than to estimate what needs to be done, or when a fix you require is of an urgent nature (ie: your customer can not order).  There will be no charge if it is determined to be a problem in Pressero. Our aim is to continue to provide the best support in the industry. Issues outside our control can be part of that support, but they are simply not covered under the flat, monthly Pressero subscription.
 
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 and Custom Skinning
The support team is available to do the setup work for you through Professional Services. If it is one small task or you need an entire site set up we are available. Please open a ticket on our portal support.aleyant.com, along with details of what you need to be done and we will contact you to discuss the project. 

Professional Services Rates
The cost for Professional Services depends on the department that needs to perform the work. If our support team can do the work, it will be $125/hour. Custom skinning is $150/hour and developer/programming team, is $175/hour. A half hour minimum rate will apply. We will never charge without telling you first that there will be charges to proceed. 

Other Support Services Available
Please sign up for our Blog. We use this area to provide updates on new features, helpful tips, and tricks of using the system, upcoming events, training sessions, webinars, etc. 
Blog: https://aleyantprintsoftware.com/blog/