C L IENT S E RV IC E S
Putting the Customer First
“ W HEN THE CUSTOMER COMES FIRST,
THE CUSTOMER WILL LAST.”
Robert Half
Client Services - Putting the Customer 1st
Jagged Peak is on a mission to become better
known—not just for our exceptional technology
and fulfillment services—but also for having a
reputation as the eCommerce solutions provider
that offers the best customer service, execution
and value … bar none! We call it “Customer 1st.” It
encompasses the wholehearted commitment of every
Jagged Peak employee to listen intently to gain an
understanding of the customer’s business challenges,
their needs, their goals and, of course, to always
deliver on our commitments!
Taking Care of
Your Business
as if it wasOurs
At Jagged Peak, we believe your business
Our Client Services organization consists of five distinct teams that
success is our business. We also believe in
include Account Services, Technical Help Desk Support, FlexNet™
the axiom that success is a process rather
Fulfillment Program Management, FlexNet Help Desk Support and
than an event. This is why we assembled a
our Essential™ Services—a team that provides website management
multi-disciplinary Client Services organization
application administration, SEO and eMarketing services. Whether
staffed by professionals who possess the talent, expertise and
the client chooses to use all of these available services or selects
experience needed to manage the myriad processes that go into
specific service components based on their needs, the goal of the
making an eCommerce enterprise succeed—from the front-end
Client Services organization is to keep our clients’ eCommerce
website to the back-end fulfillment operations.
operations running at peak performance.
FlexNet
Fulfillment
Order
Management
eCommerce
(Website)
TotalCommerce
Account Services
X
X
X
X
Technical Help Desk Support
X
X
X
X
FlexNet Fulfillment
Program Management
X
X
FlexNet Help Desk Support
X
X
Essential Services
X
X
X
• Application Admin.
X
X
X
• Pro-Active Monitoring
X
X
X
• Site SEO/Reporting
X
X
• Webmaster
X
X
• Marketplace Admin.
X
X
• eMarketing
X
X
OUR SPECIALIZED TEAMS
Account Services – Account Services consists of Account Executives (AEs), who are assigned to every client regardless of the type of
engagement. AEs are the client advocate at Jagged Peak, and are responsible for the business relationship, client satisfaction, account
development and the assurance that both Jagged Peak and the client are receiving value from the relationship.
• In addition to being the client advocate, the AE is the overseer of business activities between the client and Jagged Peak, and
is responsible for client communications, client satisfaction/issue resolution, account development (recommendations and
new project initiatives), and fulfillment of contractual service deliverables. Specific AE tactical duties include:
• Supporting Project Managers (PMs) during program transition to Jagged Peak
• Gathering client needs and requirements for new projects and initiatives
• Scheduling and coordinating meetings (internal and external)
• Documenting meeting and phone discussions; preparing conference reports and client communications
• Preparing and delivering work orders and project estimates
• Reviewing, approving and ensuring timely delivery of service invoices
• Conducting account planning, providing program consultation and driving continuous improvement initiatives
• Conducting periodic client review session to assess Jagged Peak and program performance
FlexNet Help Desk – Rapid response tacticians, FlexNet Customer Service Representatives (CSRs) are responsible for program
exception management (orders, inventory, receiving, etc.) and for providing clients with answers to questions related to their
fulfillment program and transactional activities (e.g., WIMO: Where is my order?).
• The FlexNet CSR’s job is to find answers, so the word “no” simply is not part of their vocabulary. When the client has
fulfillment questions, this team provides the answers … within one hour. FlexNet CSRs’ tactical responsibilities include:
• Rapid response handling of client inquiries related to orders, inventory and other program transactional activities
(including interactions with carriers and transportation providers)
• Monitoring program activities and enforcing SLA compliance across all DCs (open order reporting, receiving, order
error reporting). Provide reporting and escalate performance non-compliance issues to management.
• Managing and resolving order exceptions (including backorders, orders with incomplete or undeliverable addresses,
data import exceptions, short picks, ship method changes, etc.)
• Providing manual order and data entry support
Essential Services – Offering a broad portfolio of optional value-added (post-solution delivery) eCommerce services, this team is
designed to help clients with the daily operation and development of their online business. They deliver on our TotalCommerce promise
to make it easy for our customers to operate and grow their businesses by conveniently outsourcing non-core competencies to save
time, energy, costs and frustration.
• The Essential Services team includes EDGE CMS experts/web designers, SEO specialists, and eCommerce marketing and
merchandising specialists. Tactically, Essential Services is responsible for:
• Operating and administering the EDGE application on behalf of the client, including maintenance and updates to
the product catalog and product pricing, creating sales promotions, managing marketplace data feeds and other
demand-side activities
• Providing webmaster services that include page content and graphic updates, SEO content maintenance, site analytics
monitoring and interpretation, and other activities focused on eCommerce optimization—website and search engine
accessibility, improving traffic flow and enhancing the user experience (UX), sales conversion rates and AOV, etc.
FlexNet Fulfillment Program Management – Clients who engage Jagged Peak for fulfillment reap benefits from our experienced
team of Fulfillment Program Managers (FPMs). These fulfillment professionals provide “hands-on” management of the client’s warehouse-level program, serving as the central point-of-contact (as opposed to single point-of-contact). They’re responsible for
managing daily program activities and projects (e.g., kitting jobs), monitoring and enforcing SLAs, driving quality control and
ensuring continuous improvement initiatives, and much more. From a client perspective, this group is their voice, eyes and ears
in each warehouse.
• FPMs own the client’s program at an operational level. Their primary responsibility is to ensure warehouse operations
understands the client’s program requirements. And they also enforce compliance of Jagged Peak service deliverables
based on contractual SLAs. Tactically, FPMs are responsible for:
• Analyzing and reporting performance metrics based on established KPIs and driving continuous process and program
improvement initiatives
• Reporting and resolution of operational and service issues (e.g., inventory receipt without ASN)
• Receiving, communicating and coordinating client-requested program changes to warehouse operations
• Preparing and delivering client-specific program reports
• Managing scheduling and documentation of trade orders; monitoring and ensuring routing guide compliance; managing
trade order EDI exceptions
• Overseeing special project (e.g., kitting) time studies, cost estimation and execution management to ensure on-time,
on-budget delivery
Technical Help Desk – Staffed with highly skilled EDGE product experts, the Technical Help Desk assists clients who have
purchased the EDGE platform for order management or as part of an eCommerce or end-to-end TotalCommerce solution. They are the
first line of defense in dealing with technical issues related to the EDGE platform, including handling inquiries from clients related to
management of product defects (bugs), technical QA, product training, and issuance of product and service updates.
• The Technical Help Desk is the first and primary point of contact for clients who want to report and resolve a technical issue
with their EDGE solution (website/application), or who have technical questions they want answered pertaining to their
EDGE application. Inquiries and/or issues may be handled on the phone or submitted online through Jagged Peak’s
“Viewpoint” Help Desk system. Viewpoint is a 24x7x365 self-service tool that clients can use to conveniently submit and
view the status and disposition of reported issues. Technical Help Desk tactical duties include:
• Providing information and answering questions pertaining to EDGE and how it operates
• Capturing and documenting customer-reported product defects, preparing trouble tickets, escalating issues and
communicating resolution to clients in accordance with published SLA guidelines
• Measuring performance against organizational standards and KPIs
• Coordinating client UAT of product patches and updates; following up to ensure client satisfaction
• Preparing and issuing product updates and maintenance notifications
• Providing input and communicating customer feedback to the product development team for product enhancements
• Conducting new client and new feature product training
• Updating and maintaining product documentation
• Monitoring, managing and enforcing activities related to PCI compliance
TECHNICAL HELP DESK SLAS
Telephone and email support are available to answer questions or to assist with the correction of any defects in the EDGE software
platform. Jagged Peak agrees to use reasonable efforts to furnish off-site telephone support between 9:00 a.m. and 6:00 p.m. Eastern
Standard Time, Monday through Friday—excluding Jagged Peak recognized holidays. Jagged Peak responses to a client will be in
accordance with the standardized Software Priority Codes listed below.
Jagged Peak support assigns severity levels to each reported issue. Severity levels and response times are documented below. Severity
response is based on Jagged Peak’s standard support hours—unless otherwise documented in the client contract.
Tombstone
Level 1
High
Level 2
Medium
Level 3
Low
Level 4
Jagged Peak
Response
Technical
Resource
Assignment
Resolution
Customer
Notification
Days Until Resolution
or Workaround
Immediate
– within the
hour.
Immediate –
within the hour
Workaround
or reduction in
severity level
Immediate: 1 hour
maximum. Every
hour until resolved
1 Business Day
4 Hours
Workaround or
reduction in severity level within
72 hours
Initial
acknowledgement;
every 8 hours until
resolved
3 Business Days
4 Hours
8 Hours
Workaround or
reduction in
severity level
within 10 business days
Initial
acknowledgement;
notification of
resolution/monthly
updates
10 Business Days
1 Business Day
3 Business
Days
Resolution in next
EDGE product
release
Initial acknowledgement; notification of resolution/
monthly updates
90 Business Days or Next
Code Move
2 Hours
SEVERITY LEVELS
• Level One – Tombstone. A priority Level One is an urgent error, problem, malfunction or nonconformity in the client’s production
environment such that the site fails catastrophically or is completely inoperable and no workaround is available.
• Jagged Peak will respond and assign a technical support specialist to begin work on the error immediately upon notification
and will engage internal resources continuously until an acceptable work-around is achieved or the severity of the error is
reduced to Level Two.
• Jagged Peak uses commercially reasonable best efforts to achieve a work-around or a reduction in error severity.
• Level Two – High. A priority Level Two is a critical error, problem, malfunction or nonconformity in the client’s production
environment such that the customized site is not functioning but has a work-around available.
• Jagged Peak will respond and assign a technical support specialist to begin work on the error within four hours of
notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is achieved
or the severity is reduced to Severity Level Three.
• Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction
in error severity within 72 hours.
• If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an
interim solution on an agreed-upon date or include the permanent solution for the error in the next major software
update or enhancement.
• Level Three – Medium. A priority Level Three is an error, problem, malfunction or nonconformity in the client’s production
environment where functionality is affected.
• Jagged Peak will respond and assign a technical support specialist to begin work on the error within eight hours of
notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is
achieved or the severity is reduced to Severity Level Four.
• Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction in error severity
within 10 business days.
• If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an
interim solution on an agreed-upon date or include the permanent solution for the error in the next major software
update or enhancement.
• Level Four – Low. A priority Level Four is an error, problem, malfunction or nonconformity in the client’s production environment
where functionality is minimally affected.
• Jagged Peak will respond and assign a technical support specialist to begin work on the error within three business days
• Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction in error severity
within 90 business days.
• If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an interim
solution on an agreed-upon date or include the permanent solution for the error in the next major software update
or enhancement.
CONTACTING EDGE SUPPORT
• EDGE Support can be reached by email at [email protected].
• EDGE Support can be reached by phone at 813-637-6900, Opt 2, 1 between 9 a.m. and 6 p.m. Eastern, Monday through Friday,
excluding Jagged Peak recognized holidays.
• After hours Emergency Service is available to clients for live sites in the Production Environment. This service is available for
issues that cannot wait until the next business day’s normal operating hours. Under these conditions, call 813-931-6712.
Contact Jagged Peak today
to speak to an experienced
eCommerce professional.
Jagged Peak, Inc.
3000 Bayport Drive, Suite 250
Tampa, Fl. 33607 USA
Telephone: 813.637.6900
Toll-free: 800.430.1312
Email: [email protected]
www.jaggedpeak.com
©2014 Jagged Peak, Inc. All rights reserved.