Customer Support Service

Product Version Support

In general, at any given point in time, Atrieve will provide:

• Customer Support Services for the current released version of the Product plus one version back.

• Product Maintenance Services for the current released version of the Product.

Atrieve Support Team

The Atrieve Support Team is available to provide second-level support to designated trained Customer Contacts to assist end users with questions in the day to day operation of Atrieve Products. It is anticipated that Customers will maintain their own internal support group, to provide first-level support for training issues, user errors, inquiries and application/data-related errors, and to co-ordinate local support for their end users.

Case Management Procedures

How to Contact Customer Support

Customer Support can be contacted through the following methods (Canadian, US & International Customers):

Customer Community

https://help.powerschool.com - Support Case Portal

Phone

The phone number for support is 1-866-434-6276. 

• Press 1 for Support

• Press 1 for New Case

• Say “Atrieve” when prompted for the name of the product

• If saying the product of Atrieve was missed after the selection of 1 - New Case:

• Press 2 for Unified Admin

• Press 3 for Atrieve

When calling in to inquire about an existing case:

• Press 1 for Support

• Press 2 for Existing Case

  • Enter in case number including leading 0

  • Press 1 to confirm

Definition of a Support Issue

A support issue identifies a single reproducible or intermittent product issue, data correction or a quick question and answer. A ticket outlines all the activities required to resolve the issue starting from when Customer Support has been contacted.

Our support team assigns every support request a unique ticket number, which is used to track progress, and is provided via email notification once a ticket is created. All items must have a ticket number to progress to a resolution.

Should a client's submission include multiple inquiries or errors, each will be treated as a separate support ticket, and will be prioritized individually. Atrieve reserves the right to assign, prioritize, merge and close support tickets at its discretion.  New tickets will not be created when requesting the status of an existing case.

Training requests are not considered a product support issue. Upon review of a support ticket, if the Support Analyst determines the request is not handled under the support agreement, a KTO will be encouraged. See Product Maintenance Services for more information.

Atrieve will accept Service Requests/Tickets from a designated Customer Contact only.

Examples of what is not covered under Support:

• Training an end user in the operation of the software.

• Performing a task which is a normal function of the software that should be performed by the customer's end-users.

• Any services related to 3^rd party software not sold or supported by Atrieve, PowerSchool.

• Installation and configuration of any new software or hardware purchase.

• Workstation-specific problems due to incompatible web browsers or settings, anti-virus software, unsupported operating systems, or workstation–attached printers.

• Test account configuration and refreshing

• Form additions, changes and any form routing modifications (Leave management, HR workflows, etc.)

• Extensive database changes (absence codes, leave codes and routing)

• Report writing and Dashboard design

Closing a Support Ticket

A ticket is closed when one of the following situations occurs:

• The client chooses to close the ticket.

• The client and the Support Analyst agree upon a working and satisfactory solution to the issue.

• The cause of the problem is deemed unrelated to any deficiency in the software.

• The resolution can only be provided by a change to the software, but Atrieve determines—in its reasonable discretion—that such a change is not currently warranted.

• A resolution has been provided with a status showing it will be available in a future release.

• If there is no response from the client after 3 attempts to contact over 10 business days, the case may be closed at the discretion of the Support Analyst. The client may re-open the case at any time by contacting Customer Support.

• Tickets have automated rules that will, in certain conditions, impact the ticket status. One ticket status is "Pending Data". 

Escalation Process for Support Requests

If Customers are not satisfied with the current plan of action, they may escalate as follows:

• Review with Atrieve Technical Support (Either by email or Phone)

• Review with Atrieve Technical Support Lead (Either by email or Phone)

• Review with Atrieve Technical Support Manager (Either by email or Phone)

• Review with Atrieve Account Manager

• Review with Director, Atrieve Technical Support

• Review with Atrieve Senior Management

Data Integrity

To preserve data integrity Customers should not enter data into the Atrieve Product databases via other than Atrieve Products. Entering data into an Atrieve Product database by some method other than via Atrieve Products may invalidate the warranty and incur support costs.

Priority and Response

To ensure timely support services, Customers are encouraged to respect priority levels. Customers submit Requests with priority based on the severity of the people affected and the impact of the problem on business continuity. The priority also determines Atrieve's response and potential action related to the Service Request. 

Atrieve Priority Response Matrix

The following table is a definition of the Atrieve Priority Response Matrix.

Client Responsibility

First Level Support

It is anticipated that Customers will maintain their own internal support group, to provide first-level support for training issues, user errors, inquiries and application/ data-related errors, to co-ordinate local support for their end users, and to prioritize local requests.

Product Training

Customers will have received training for the Product / Function prior to requesting Atrieve support or submitting any support calls for that Product / Function.  The training will have been received directly from Atrieve.

Reinvesting in training is critical to maintaining the health of your ERP system.  Districts are encouraged to budget for on-going training through KTO packages and seminars.

Designated Customer Contacts

Customers will assign one or more designated Customer Contacts for Atrieve Products who will be responsible for submitting Customer Service Requests, for co-coordinating responses from Atrieve, and for receiving new Product releases and information bulletins. Atrieve may limit the number of designated Customer Contacts depending on the Product and the relative size of the Customer organization.

Customers should review/update their Customer Contacts as and when required to ensure Atrieve has the proper up-to-date contact information.

Submission of Support Requests

Customers shall make reasonable efforts to replicate, analyze and resolve issues arising from the use of the Product prior to contacting the Atrieve Support Team or to submitting a Service Request.

Customers may only submit Service Requests that apply to versions of the Product that are currently supported by Atrieve (see Product Version Support).

For Support to reach the goal in response times, the following information must be submitted by the client for the Support Analyst to begin work on a support case:

• Contact information, which may include telephone number and extension, e-mail address, and a direct phone number/extension.

• Module (subsystem) and version where the issue is being experienced.

• Severity of problem (see priority level definitions)

• Detailed description. The information required includes:

  • Steps to recreate the issue

  • What was expected to happen & What happened

  • Error messages, Screen shots, printouts or reports

  • Whether there have been any recent updates to the application

  • Does this happen for other end-users/workstations?

Product Maintenance Services

Definitions of the different services offered by Atrieve related to product maintenance:

Product Upgrade

Atrieve will issue periodic upgrades to the Product in the form of new releases or patches and will make these upgrades available for use by Customers.  These upgrades will include bug fixes, as well as new functionality (enhancements) incorporated into the software.  Releases will be accompanied by Release Notes describing the contents of the release, description of changes and implementation instructions.

Statutory Compliance

As part of the Product Maintenance Services, Atrieve will make reasonable commercial efforts to maintain the Product's compliance with mandatory Federal and Provincial statutory requirements related to the Product and affecting Customers. Atrieve will also endeavor to deliver such functionality in a timely manner, recognizing the required schedule for Customers to meet such compliance but also considering the notice period from the Federal or Provincial requirements.  In a situation where the change affects each customer differently due to configuration, additional consulting time will need to be purchased to ensure the client follows the new legislation.