Liaison's Customer Service Commitment and Support Information ...

Liaison's Customer Service Commitment and
Support Information Needed for Timely
Resolution of Customer Service Requests
Product: Technical Support
Abstract
This article outlines Liaison's customer service commitment. Liaison is very proud of its customer
service reputation, and this article attempts to quantify our desire to build a community of customers
that are impressed not only by our sophisticated yet easy-to-use software, but also with our attention to
detail and friendly assistance that takes that extra step. However, to help us help you we also ask that
you as the Reseller provide us with as much details as possible.
The Team Approach
Customer service is a top priority within all departments. Liaison's team approach to customer service
means that clients should never have to wait for a particular representative to help them. Our team
approach relies on accurate and complete documentation of issues in our internal client management
tracking system and it depends on a strong knowledge base shared among all team members on both
continents. Liaison is committed to extensive and on-going training for all of our staff to maintain that
high level of knowledge.
At times, there may be issues that require involvement from our development team. If this is the case,
then, generally speaking, the issue will remain with one support representative until its resolution. This
support representative will maintain communications between the customer and the development team.
Based upon the specific products for which you are seeking technical support please e-mail your
customer service requests to:
General U.S. Support:
For general Liaison technical support in the U.S. please contact us at 866-394-3571 or
support@liaison.com.

European Support:
For technical support in Europe please use the service request tool found in LENS.
You can also contact us at support.europe@liaison.com or by phone:
Liaison’s direct customers: +358 (0) 10 3060 999*
Other customers (e.g. SupplierWeb users): +358 (0) 600 93388**
* Phone charge when calling from Finland via landline is 8,21 c + 5,90 c/min and via mobile phone is 8,21 c +
16,90 c/min
** Phone charge for calling is 2,92 EUR/min + network charges/mobile call charges
Contivo Services
Contivo Upgrades - What's New? Find out what you may be missing if you don't renew -
contact us at services@liaison.com
Click here to view our Contivo Maintenance support services.
Click here to view our Contivo Implementation Training services.
Digital Certificates for Trading Partners and Customers
Click here to download our DXP integration platform public digital certificate and instructions
for applying it.
Click here to download our DXP UAT integration platform public digital certificate and
instructions for applying it.
Liaison Enterprise Navigation System (LENS)
LENS provides end-to-end business activity monitoring, within your organization and with your
trading community of external partners, suppliers, and customers - with robust messaging and
data analysis functions.
Hubconsole - Click to login
Former ADX Clients
Network Login
Self-Service Portal Login
LiveChat
E-mail Support
Support Line: 888-843-4200
Former Softshare Clients
eService Online Support
Athena Login
E-mail Support
Support Lines:

(US) 805-882-2588
(EU) +31 (0) 20 700 9350
Clients should not e-mail representatives directly because this may cause delays in response time.
Our preferred method of communications with you is via e-mail unless it is easier to answer via
telephone where steps can be laid out carefully. If we are unable to reach you on the first try, we will
always try back a second time. All e-mails, calls and attempted calls to and from our clients are logged
in the Liaison Client Tracking system.
Necessary Details for Timely Resolution
In order to provide a timely resolution to your issue, there are a number of details that
the Liaison support group will need to know up front.
• Please provide us with your Liaison account number and contact information where we can
reach you in case we need additional details.
• Provide a complete description of the problem including the actual verbatim error message
that you are seeing. If possible, include a screenshot of the error message for our review. If
you don't get an actual error message but the system is not performing as expected then
please give us a detailed description of the perceived problem.
• Which Liaison application are you using and what is the version? The version is very important
in our troubleshooting process. Also, please include basic systems information such as your
Operating System, what version is your database that you are using, and possibly anything
else installed on your system that may affect your operations.
• At what point does the error occur. Is there are pattern that allows you to reproduce the error
or is it random? If so, what are the steps?
• When did the problem start happening? Did you recently install any other software or change
operating systems? Did something else change on your system?
• As part of your own troubleshooting process, what steps have you already taken in your
investigation of the issue? Not only do we want to avoid duplication of effort but it is also
important to know what changes you might have made to the system to try and resolve this
issue.
Order of Priority
The customer service team will work on a "First-in-First-out" basis unless there is a message that

impacts a customer's production environment. All customer inquiries are important to Liaison.
Once a customer service request comes in, Liaison's commitment is to address the issue within the
next four business hours. If the resolution requires more research than the four hours allow, then as a
minimum the client will be notified and provided with a status update.
Technical Support versus Consulting or Training
While the Liaison Maintenance Agreement covers technical support, it does not cover training or
consulting. If training or consulting is required, then these must be purchased separately. Liaison
reserves the right to determine when a request (or series of requests) for technical assistance crosses
the line from technical support to training or consulting. While it is difficult to precisely define where
technical support ends, and consulting or training begins, we use the following guidelines:
Technical support includes:
• Assistance with problems involving the initial installation and operation of Liaison's software
products
• Assistance with minor/major upgrades and analyzing unexpected regression issues between
versions
• Answering a reasonable number of questions about how Liaison software operates
• Diagnosing problems where Liaison software does not work as intended, and suggesting
workarounds or methods of correcting such problems
• If an error arises which will affect many users, Liaison may elect to create a patch or
maintenance release that fixes the problem
• Answering questions related to network communications, tracking data and restaging a
reasonable amount of data that is no older than 90 days
• Tracking acknowledgements of data sent/received
• Answering questions related to EDI validity including analysis of any potential errors in the
data and/or segment separators/terminators.
• Resolving all connection issues to the Liaison network using Liaison software
• Resolving issues related to the eService reports
Consulting includes:
• Custom map development and/or configuration of the user's environment
• Understanding a customer's project goals, and helping the customer understand how to best

use Liaison's products to meet those goals
• Helping a customer to design and/or develop an implementation plan using the Liaison
software
• Extending the capabilities of Liaison's product's beyond what is included in the current release
• Providing code examples, scripts or database queries to work with the Liaison products
• Database and/or general network installation; configuration; maintenance; upgrades or
troubleshooting, including but not limited to:
o Issues related to user and account permissions
o Creating database backup and/or restoring backups
o Assisting with capacity planning and monitoring database growth
o Building and rebuilding indexes and making sure they are present on all objects
o Writing Transactional SQL (T-SQL) statements
o Developing/debugging/analyzing SQL Server and DTS Stored Procedures
o Creating Views in SQL Server database
o Managing SQL Server security and logins
o Designing disaster recovery strategies
Training includes:
• General technology education such as review of ASx communications, Web Services,
Introduction to EDI and/or XML, etc.
• Spending a greater amount of time with a customer than is possible under technical support,
helping the customer understand how Liaison's products work
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