Introduction and general Information about the Descartes pixi Support
In case you want to make use of our support services, a currently valid maintenance contract needs to be signed when acquiring the software.
Based on the maintenance contract and your licenses column, a monthly lump sum is charged in order to cover the following services:
Support
Hotline
Documentation maintenance, e.g. FAQ, instructions and videos
Release notes
Update preparation and aftercare
Update execution
Bug reporting and reproduction
Assistance in case of not documented configurations and questions
Maintenance
Performance enhancements
Implementation of legal demands, e.g. SEPA
Necessary compatibility updates, e.g. PayPal security update (TLS 1.2)
Bug fixing
Security updates
Check and ensure interface compatibility
Further Development (Updates)
Feature development and release
Deployment – update preparation, management and roll-out
Apply and manage manual and automated tests
Feature documentation
Product management
Modernisation, e.g. pixi Web application, pixi Apps 2.0 (Accounting Export, Duplicate Check)
When and how can you contact us?
Our Availability
You can reach our telephonic support within the following business hours (except on public holidays):
Monday to Friday: 8 a.m. - 6 p.m.
Saturday and Sunday: -
What Information do we need?
In order to be able to help you as fast as possible, we need precise information regarding the reported problems:
Which steps did you do?
What should have happened? What happened instead?
Did you get an error message? What is the exact error message?
Are there any sample customer, order or item numbers, that are affected by the problem?
Which pixi application version number do you use (Help > About...)?
Does the problem occur only locally on your computer or on all computers?
The more specific you describe the problem, the faster we can provide a detailed problem solution.
Contact Opportunities
There are several ways of how to get in contact with our 1st Level Support:
Support Portal |
Freshservice Widget |
Telephone |
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Raise a Ticket: Incident/Request |
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Edit/Update existing Tickets |
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Visibility of other users's Tickets (within company and upon request) |
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Set the initial Priority |
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Send Attachments |
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Visibility of Status |
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Access to Knowledge Base (Solutions) |
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Descartes Notifications |
Support Portal
You can find information of how to get in touch using the Support Portal in this pixipedia article
Get in touch using the Support Portal
Freshservice Widget
If you are working with the pixi Web application, you can directly open a Ticket in Support.
This way also includes all the advantages the Support Portal offers as your Ticket will automatically be stored there.
You can also reach our Descartes pixi Support via e-mail. Share as much as you can (see above).
Telephone
Contact via telephone as written above is also possible. You can drop a voice message in case all lines are busy.
+49(0)89 961 60 61 60
Support Services
According to the maintenance contract, the Descartes pixi Support contains:
Bug identification and reproduction
Providing (temporary) solutions in case of software bugs and disturbances
Bug report creation
Assistance with the configuration of basic settings
Update date arrangement and support
Free of charge services, e.g. creating a new payment type
No support for outdated product versions
No troubleshooting for 3rd party software (e.g. shipping vendor software)
No troubleshooting in case of the obligation to collaborate failed
No troubleshooting, that occurred out of unauthorized adjustments of your system (e.g. changes made to the pixi database, stored procedures or interfaces)
No user training
No modifications/support of customer-specific solutions (e.g. customer-specific reports)
You can find Additional Support Services and the Service Catalogue in a separate sub-article.