Product: TrueCommerce Support Services, Foundry platform, Account Management Portal (AMP)
Article link: http://help.truecommerce.com/en/articles/7791110-truecommerce-customer-support-for-edi-solutions
This article outlines TrueCommerce’s Support policies, offers instruction on how to obtain support, provides guidance on areas that are typically not covered by TrueCommerce’s Support teams, and includes information on services available for an additional fee. Your contract, and not this article, describes the specific services you purchased.
IMPORTANT: The information and practices described in this document are subject to change at TrueCommerce's discretion.
This article includes the following content. Click a specific link to jump to that section:
Maintenance and Support Package
The members of TrueCommerce’s Support team are highly skilled, motivated, energetic, and eager to solve problems and answer questions. TrueCommerce’s goal is to delight our customer base and to ensure customer satisfaction each time our support services are needed by:
Responding to customer cases within targeted guidelines (Refer to Table 1.1)
Taking ownership of customer issues logged through support cases
Providing ongoing communication to our customers regarding the status of their issue(s) through problem resolution
Providing a defined escalation process when management assistance is needed
Maintaining our commitment to continuous improvement of our service processes
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Upgrade Assurance
TrueCommerce Web-Based Software Users
Users of TrueCommerce’s web-based software applications, including the web-based version of Transaction Manager, will usually be automatically updated when a new online version of the software has been released. Customers can manage their notifications and alert preferences within the Notifications section of the Account Management Portal (AMP). Subscribed users can be notified in advance through email when a new version or software update is scheduled to be applied.
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Supported Configurations
TrueCommerce provides standard support for all issues at all severity levels for Licensed Software until the date of their End of Life (EOL). Following EOL, TrueCommerce will no longer provide support for the Licensed Software (or applicable version). TrueCommerce will provide notification of EOL for Licensed Software through the AMP.
TrueCommerce will provide standard support for Licensed Software that is used within a supported configuration. A supported configuration may include specific operating system (OS) levels, TrueCommerce customer-developed scripts, databases, label printers, device drivers, Service Packs (SP), and applications. Refer to the AMP for information relating to the currently supported configurations and system requirements. TrueCommerce will work to keep this information current and will continue to update it regularly. TrueCommerce may require that customers upgrade to the latest version of our software or if a customer is integrating with a business system, the latest version or SP of the corresponding business system software to resolve certain identified technical issues.
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Special Information Regarding Customer Environments
Third-Party Products
TrueCommerce is not responsible for troubleshooting and resolving technical issues encountered where the issue has been caused by the installation of, or integration with, a third-party product. In such an event, the customer will be required to work with the corresponding third-party vendor to resolve the issue. Provided support services do not include installing, configuring, troubleshooting, fixing, or providing product patches or updates for any other third-party products or otherwise supporting third-party products (for example, Internet Information Services [IIS], MS SQL Server, etc.).
Although TrueCommerce software products and utilities can operate within environments utilizing remote access technologies, TrueCommerce does not provide technical support or setup for such products. Product support must be provided by the customer and/or the corresponding vendor.
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Virtual Server Environments
TrueCommerce’s products are compatible with virtual server environments. However, TrueCommerce does not provide technical support for Virtual Server environments. TrueCommerce will assist in determining that the software operates correctly on the computer on which the software is installed. Any Virtual Server environmental support must be provided by the customer.
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Standard Support Hours
TrueCommerce Support is staffed to respond to cases Monday through Friday from 8 AM to 8 PM ET. Evening, weekend, and holiday emergency after-hours support is available for critical production-down matters only. At present, TrueCommerce does not charge for after-hours emergency support. We ask that you reserve this service for true critical production-down matters only.
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Holidays
The holidays listed in the table, below, are observed by TrueCommerce. All support requests submitted on a holiday will be addressed the following business day except for critical issues.
HOLIDAYS |
New Year’s Day |
Martin Luther King, Jr. Day |
President’s Day |
Memorial Day |
Juneteenth |
Independence Day |
Labor Day |
Thanksgiving & day after |
Christmas Day |
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TrueCommerce Account Management Portal
The TrueCommerce AMP is a valuable resource of information and tools, which we encourage you to use frequently. The AMP is available to you at any time and is included as part of your monthly service fee. Some of the features/functions you will find within the AMP are:
The ability to create new cases, update, and review case history
Project status (trading partner relationships) and your point of contact at TrueCommerce
Online knowledge base for quick self-help on many common issues and training questions
Documents, including Support guides
Visibility into your network history
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Creating a Support Case
Customers should visit TrueCommerce’s AMP and submit a support case when they experience an issue with their service. The case should contain a detailed description of the encountered problem and should be as specific as possible. Note that a separate case must be opened for each identified problem. TrueCommerce’s AMP allows customers to obtain the most up-to-date status for any of their cases.
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Assigned Severity Levels
To help us handle calls efficiently, TrueCommerce’s Support Services team will work with the customer to determine the severity of the incident reported and assign a severity level to each case. This severity level relates to the impact of the incident on the customer’s ability to use TrueCommerce’s products and/or solutions. Cases are then escalated through various levels of expertise for resolution. TrueCommerce’s case criteria are as follows:
Critical (Severity Level)
Critical means a problem has occurred where no workaround is immediately available, including the following:
Mission critical system(s) are down.
A substantial portion of the customer’s mission-critical data is at significant risk of loss or corruption.
The customer is experiencing a substantial loss of service.
The customer’s business operations are being severely disrupted.
The issue is one in which the product causes the customer’s network or system to fail catastrophically or that compromises overall system integrity or data integrity when the product is installed or when it is in operation (i.e., causing a system crash, loss, or corruption of data, or loss of system security) and significantly impacts the customer’s ongoing operations in a Production environment.
High (Severity Level)
High means a problem has occurred where major functionality is severely impaired. The customer’s operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
Medium (Severity Level)
Medium means a problem has occurred that has a limited adverse effect on the customer’s business operations.
Low (Severity level)
Low means problems can be defined as:
A problem where the customer’s business operations have not been adversely affected
A minor condition or documentation error that has no significant effect on the customer’s operations
A suggestion for new features or an enhancement regarding the Licensed Software
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Change to a Case's Severity Level
As the case progresses through to resolution, TrueCommerce will notify the customer if the originally assigned severity level no longer applies to the case. It may be necessary to discuss an adjustment to the severity level. TrueCommerce will attempt to provide advance notice of any plans to adjust the severity level of the problem.
NOTE: If TrueCommerce is unable to contact the customer after repeated attempts to discuss an adjustment, a temporary adjustment may be assigned to the severity level while awaiting the customer's response.
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Issue Management
Customer issue management is broken into several key activities. The first activity is an acknowledgment that you have contacted TrueCommerce Customer Support about a problem. TrueCommerce’s goal is to acknowledge the problem within 60 minutes of receipt of such contact. TrueCommerce may ask for designated contacts and other information that is necessary to begin work on the case. TrueCommerce will open the issue, log it into its case tracking system, and assign a case identification number. TrueCommerce’s Customer Support Specialists will then manage the case per response goals defined for the applicable severity level assigned to the case (or any subsequent changes to that severity level).
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Service Restoration and Issue Resolution
Initial efforts for critical issues will be focused on service restoration. After the Licensed Software has been restored to service, the Customer Support team will then focus on issue resolution. Response goals for service restoration and issue resolution start when the customer opens a support case and are based on the assumption that the customer will promptly respond to TrueCommerce’s requests for any additional information required to resolve the case. These goals are further defined in the provided Support Response Goals Table.
TrueCommerce’s ability to meet the defined response goals may be negatively affected by:
Delays caused by the customer
Delays caused by network, system, or telephone line problems, outages, or denials of service
Delays caused by trading partners
Other similar issues or events outside of TrueCommerce’s control
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Closing a Case
TrueCommerce may also close a case under the following circumstances:
The customer advises TrueCommerce to close the case.
The issue is not caused by the Licensed Software.
The customer is non-responsive to TrueCommerce’s attempts to contact them.
The customer and TrueCommerce mutually agree to close a case.
The customer has reported a Licensed Software issue and TrueCommerce has advised the customer to download a patch or software version update that will resolve that Licensed Software issue.
TrueCommerce makes a good faith determination that the issue is not resolvable even with additional time and resources.
TrueCommerce determines that the Licensed Software is operating per its documentation.
Where the customer’s suggestion for a new feature or enhancement to the Licensed Software may be included in a future software version upgrade
Other circumstances per TrueCommerce’s standard support processes
NOTE: If the customer still requires assistance on the same issue after TrueCommerce has closed a case, the customer may either reopen the previous case within 5 business days or open a new case.
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Support Response Time Goals
The following Support Response Time Goals are applicable as minimum standards for all TrueCommerce Software as a Service (SaaS) customers.
Table 1.1 – Support Response Time Goals
Severity Level | Initial Response Time following Acknowledgement* | Initial Response Method | Targeted Resolution Delivery Time** | Permanent Fix |
Critical | Within 1 hour (24x7) | Call back or email | System Restoration Target: 8 business hours Resolution Target: Within 10 business days | Emergency patch if necessary |
High | Within 4 business hours | Within 10 business days | Service Pack or minor release | |
Medium | Within 1 business day | Within 25 business days or the next software update | Candidate for next software release | |
Low | Within 2 business days | N/A: Considered for future software update | Candidate for future software release |
*Acknowledgement target is 60 minutes or less.
**Represents targeted resolution time. Resolution time may vary and is determined on a case-by-case basis. In all cases, TrueCommerce shall work diligently to promptly resolve the issue within the targeted resolution time.
IMPORTANT: All critical production-down issues should be called into the TrueCommerce Support line at 1.888.430.4489. TrueCommerce cannot guarantee critical response times if you do not call in with your issue.
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Remote Computer Access
For TrueCommerce to effectively resolve issues in a timely manner, remote access to the customer’s computer system may be required. Remote access normally requires no additional software to be installed on a customer’s computer. Failure to provide remote access to customer computer systems may prohibit TrueCommerce from resolving issues. When performing remote diagnostics, TrueCommerce will work with the customer to ensure that existing security is maintained.
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Case Escalation
If an issue needs to be escalated within TrueCommerce’s Support organization, senior technical staff is ready and available to help bring the issue to closure. The following escalation process is designed to resolve a customer issue while keeping the customer informed every step of the way efficiently and effectively. A TrueCommerce Customer Support leader is responsible for evaluating each escalated customer case, facilitating the resolution across all TrueCommerce departments, and acting as an advocate on the customer’s behalf.
An escalation may be initiated when, after working through TrueCommerce’s standard support processes, the customer is not satisfied with the level of service that they are receiving. Additionally, an escalation should be initiated when there is a tangible impact on the customer’s production environment, when there is a high risk to their business operations, or when TrueCommerce fails to meet the Support Response Time Goals defined in Table 1.1.
To escalate a Support case:
Contact your Sales Account Manager to request a case to be escalated.
Ask any Support representative to speak to a member of the Support Leadership team. If one is not available at that time, a callback will be scheduled as soon as possible.
Escalated cases will be closed when one of the following conditions is met:
TrueCommerce and the customer mutually agree that the case has been resolved.
The customer advises TrueCommerce that they no longer require the case to remain open.
TrueCommerce and the customer mutually agree that the issue cannot be resolved.
The issue cannot be reproduced and has not recurred over an agreed-upon monitoring period.
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What is included with Standard Support?
Support for Transaction Manager
Support of the TrueCommerce network TC.NET
Support the integration between Transaction Manager and your business system
Customer support via web with 24-hour access for case submission/status, troubleshooting guides, and knowledge base articles via the AMP
24x7x365 Emergency after-hours support for critical production-down issues for included products
Customer support via phone on business days from 8 AM to 8 PM ET for non-critical issues under the following conditions:
If you are a Starter Customer (you purchased TrueCommerce's Starter Plan), phone support for non-critical issues is not included with your support services. For information on upgrading to a subscription plan that includes phone support for standard issues, contact your Account Manager.
For TrueCommerce SaaS customers that are not on a Starter Plan, phone support for non-critical issues during business hours is included.
The AMP and all resources found therein are available at any time
Quick response by qualified Support personnel for all critical issues
Software updates
Trading partner-requested mapping updates for all purchased trading partners
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Items Not Included with Standard Support
If you are a Starter Level Plan customer, phone support for non-critical issues is not included in your support services.
Monitoring of alerts/notifications from TrueCommerce and trading partners
Data entry, configuration, validation, and backups including (but not limited to): Address, Partner, and Item Setup; Translation Tables; and corresponding customer-specific or unique data
Ownership of the customer’s business practices
Relationship between the customer and their trading partners
System Administration or Database Administration services
Configuration or resolution of hardware issues (for example: servers, firewalls, printers, etc.)
Support or training on the customer’s business system or other third-party software
Installation, support, or configuration of Citrix or Terminal Services environments
Business consulting services
Customization of software, labels, or interfaces to other software packages
Installation or reinstallation of TrueCommerce products on replacement or additional client and/or server machines beyond the initial installation
Resending raw EDI data files or historical transactions older than six (6) months from the original transmission date
Support for installations of non-standard product configurations or uncertified label printers
Formal retraining sessions, including training of employees new to the role
NOTE: Other Support Services, such as those listed, above, may be available from TrueCommerce for an additional fee and charged at TrueCommerce's current Consulting Services rates or as part of a subscription plan upgrade. Contact your TrueCommerce Sales Account Manager for Support quotations.
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TrueCommerce Planned Outages
From time to time, TrueCommerce may perform system maintenance on our network and related systems. In such event(s), TrueCommerce will make every attempt to notify customers of planned outages at least three business days before the outage. During these planned maintenance outages, TrueCommerce will be unable to provide customer support within the support goal response times defined in Table 1.1.
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Legacy Software Data Recovery/Re-transmission
The customer is responsible for implementing procedures to back up customer-specific data, software, and equipment. TrueCommerce is not responsible for the loss of archive data, delays, or costs that result from the customer’s failure to back up and restore programs.
Each EDI transaction is stored and maintained on TrueCommerce’s system for six months from the date of the original transmission. Customers are provided with the ability to resend and review any of their stored EDI transactions via the AMP.
For a processing fee plus any applicable Professional Services fees, upon the customer’s request, TrueCommerce will assist the customer in resending prior EDI transactions or will recover transactions.
NOTE: This Legacy Software Data Recovery/Re-transmission section only applies to customers with the on-premise version of Transaction Manager.
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Customer Responsibility for Monitoring Network Usage and Selecting a Network Billing Plan
It is the customer’s responsibility to monitor network usage regularly within the AMP and to pay attention to the usage fee on network invoices. This is especially important as you add trading partners and increase your activity. If you consistently have significant Usage fees, you may wish to contact our billing support team to ensure you are still on the best plan for your business.
NOTE: TrueCommerce is not responsible for the number, type, or size of documents your trading partners send to you, nor for the data the trading partner chooses to send you within their documents. TrueCommerce's responsibility is to deliver the documents the trading partner chooses to send to you.
Sometimes, documents such as the Product Activity Data Report (852) or the Inventory Inquiry/Advice Report (846) can be very large. If documents are large enough or sent frequently enough, they may have a significant impact on your usage and any consumption fees. Speak to your EDI contact at the trading partner if they are sending a document you do not wish to receive.
It is also the customer’s responsibility to request a billing plan analysis and select the proper billing plan. TrueCommerce is not obligated to monitor customer network usage, nor does it proactively select the best plan for the customer.
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How to Reach Support
At TrueCommerce, we go beyond being just a support team. Our focus is to ensure contacting our Support team is painless; however, with a wide variety of needs, we understand that it can seem confusing to determine where to go.
To reach Support, submit a case via AMP. To create a case:
Click the primary navigation menu icon in the left panel of the TrueCommerce Foundry platform, then select Account Management.
Click My Support Dashboard under Account Management, then click New Support Case.
IMPORTANT: All critical issues should be called into the Support line at 1.888.430.4489. TrueCommerce cannot guarantee critical response times if you do not call in with your issue.
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rev. 2/13/24