stone edge customer_briefing_winter_2013
TRANSCRIPT
Stone Edge Customer BriefingJohn Seaner, Vice President and General Manager
Thank-You for Your Business
Patience during transformation from Stone Edge to Monsoon Commerce (and most-recently, the Endicia upgrade)
Our attitude is “get it right” using the facts and realities of our user community
We recognize that change is sometimes uncomfortable
Welcome your feedback to keep us honest
PCI Release Update PA-DSS compliance testing held two weeks ago Indications the submission was among best ever
seen Beta program begins next week New payment module will require use of SQL
Express Need not upgrade to the Enterprise Edition,
though it may be pragmatic to do so– $3,000 upgrade including unlimited support and users
92/8 rule for shopping cart/gateway support GA by end of March Rollout of release will be controlled
2013 Product Roadmap Themes Shopping cart API “refresh” QuickBooks integration “refresh” Warehouse management module Multi-location capabilities
– Within a warehouse– Among multiple warehouses– Among actual and virtual inventory
Future considerations– Enhanced web-services (e.g.
supplier/dropshipper hub)– Hosted version of Stone Edge
New Professional Services Capabilities
Formal process and methodologies Consultant bench is 8 to 10 strong at any time Business consulting/operations optimization Onsite implementations and version migrations Custom API development (shopping carts, accounting
systems, etc.) Customer-specific features Competitive system conversions (MOM, NetSuite, SAP,
etc.)
New Partnership with eMerchant Payment Services
Simple cost plus pricing 99.6 % customer satisfaction record Average savings of $3k to $15k per
year Company understands the unique
needs of the Internet Merchant Our PCI release is optimized for
eMerchant’s offerings Formal launch in February For more information, please contact
Eric Doh [email protected]
New Technical Support and Maintenance Plans
Annual Plan
Software Assuranc
e
Standard Care
Essential Care
Premium Care
Annual Fee $500 $500 for Each 3-Hour Block
$1,000 Standard$1,500
Enterprise$5,000
Editions Standard or Enterprise Standard Standard or
Enterprise EnterpriseDirect Support
Services Not Available Hourly Unlimited UnlimitedSupport 9am to 9pm EST Monday through Friday
Not Available Included Included Included
Support on Weekends and Holidays
Not Available Not Available Not Available Included
System Down Transfer to Senior Technician
Not Available Within 2 hours Within 2 hours Immediately
Priority Service Requests Not Available Not Available Not Available Included
Software Releases Maintenance Releases Included
Included Included IncludedUpdate Releases Included Included IncludedVersion Releases $500 Included Included
Professional Services Fees $200 per hour $200 per hour $175 per hour $150 per hour
Refresher on Initiating a Technical Support Request
Customer Information
Product Information
Platform Information Severity Level Problem
Description Company Name Product Name OS Version System Down Detailed description
including steps to reproduce the problem.
Contact Version Number Access Version Functional Issue Phone Number Shopping Cart SQL Version Inconvenience Email Address Payment Gateway Any Service Packs General Use
Initiate via http://www.stoneedge.com/contactsupport Always make sure to consult knowledgebase
first Reserve telephone for true Severity 1 issues Direct emails or calls without messages delay
the process Limit one request and one main contact per
issueInformation Required To Process A Technical Support
Request
Technical Severity Levels Severity Level 1 = System Down
– Production has is severely impacted – The operation is mission critical and the situation is a
bona-fide emergency Severity Level 2 = Functional Issue
– Severe loss of service with no acceptable workaround– Operations can continue in a restricted fashion
Severity Level 3 = Inconvenience– Minor loss of service. – Impact is an inconvenience
Severity Level 4 = General Use – No impact on the operation of the software – No loss of service. The result does not impede operations
A Word about Stone Edge and Microsoft Products
Products Released Lifecycle Start Date
Mainstream Support End Date
Extended Support End Date
Service Pack Support End Date
Access 2007 1/27/2007 10/9/2012 10/10/2017 1/13/2009 Access 2010 7/15/2010 10/13/2015 10/13/2020 SQL Server 2008 R2 7/20/2010 1/14/2014 1/8/2019 7/10/2012 SQL Server 2012 5/20/2012 7/11/2017 7/12/2022 Windows 7 Professional 10/22/2009 1/13/2015 1/14/2020 4/9/2013
We mirror the Microsoft support lifecycle policy and cannot support a product after the mainstream support end date
Current Release and Prior Release are considered Active Releases, while earlier versions are considered Retired Releases
