[Date Prev][Date Next][Thread Prev][Thread Next][Minivend by date
][Minivend by thread
]
[mv] Knowledge Base etc...
****** message to minivend-users from Birgitt Funk <birgitt@booktraders.com> ******
Some thoughts, suggestions and sketches:
(I hope you don't mind, just my two cents of wishful thinking)
1. Why not letting the old minivend.com site running under the name
minivend.org ? Nothing happens on the current minivend.org site
and the current minivend.org site would be better off having the
name minivend.de. OK, my home boys are going to kill me for this,
but hey, minivend.de is not bad either, is it ?
2. I was looking around at knowledge bases of some sites and cut and
pasted and edited some stuff together as a sketch for what I would
have on my wishlist for the site which is going to be borne for
MiniMan from a customer's point of view.
------------------------------------------------
This is round about what I would like to have as a customer using
MiniMan for Technical Support.
-------------------------------------------------
Welcome to MiniMan's Support Online!
Critical Information Notices
Frequently Asked Questions about Support
Click here to find out how to contact Akopia,Incs.'s Technical
Support
Customers click here to enter Support Online!
Access Our Knowledge Base
Log an Incident
Update or Review Your Incident
Change your Customer Profile
------------------------------------------------------
Akopia, Inc.'s Support Programs and Policies for MiniMan
Akopia, Inc's support programs are designed to fit different
customer needs, from small home-based, family-owned businesses,
small enterprises to large corporations and ISPs.
Akopia, Inc. offers a variety of annual support programs, all
designed for the reliable operation of customers' e-commerce
system using MiniMan.
--------------------------------------------------------
Annual Technical Support & Service Programs at a Glance
Minimal Care
Unlimited Access to Online Knowledge Base
Basic Care
One Year of Coverage for MiniMan
Unlimited Access to Online Knowledge Base
Log and Check Incidents Online
Access to Online Patches
x, 2x, 3x Incidents via Phone or Web
1 Business Day Response Time
Priority Care (Basic Care plus):
X Consulting Days for System Set-Up,
System Integration or Migration,
Software Installation and Configuration
Y Hours Response Time for Critical Issues
Total of XX Incidents
24x7 Priority Care (Basic Care plus):
X Remote Consulting Days for System Setup or Migration
Y Hours Response Time for Critical Issues
Total of xx Incidents
X Customer Support Contacts
24x7 Coverage for Critical Issues
Enterprise Care (Basic Care plus):
X Days of System Implementation and Configuration Consulting
Semi-annual MiniMan Configuration Reviews
1 Hour Response Time for Critical Issues
Total of xx Incidents
xx Customer Support Contacts
24x7 Coverage for Critical Issues
Akopia, Inc. also offers a Custom Care Program for large corporations and
ISPs with high-end e-commerce systems.
Akopia, Inc. offers an Open Source Support Program to assist with the
maintenance of Open Source development of MiniMan's e-commerce platform.
----------------------------------------------------------------------
Frequently Asked Questions About Technical Support:
1. How do I purchase Technical Support?
Akopia Inc.'s technical support packages can be purchased by calling
xxx-xxx-xxxx
2. What kind of self-help can I get online?
Akopia, Inc. provides all its commercial customers with unlimited
access to its solution Knowledge Base and electronic
download of patches. The quality and amount of self-help in
our databases continues to grow daily. Problems resolved by the
customer without Akopia, Inc.'s involvement do not count as
incident.
3. Is support available on a per incident basis?
Akopia, Inc. offers Basic Incident packages starting with a package
of x.
4. During what hours are support services available?
Support services are available from 6am-6pm PST Monday through
Friday excluding public holidays.
5. What happens if I run out of support incidents included in my contract?
You may purchase a new annual service contract if you are at the
Basic Incident support level or additional refill packs at the
higher levels of support.
6. What kind of assistance is offered by technical support?
Akopia, Inc.'s technical support is designed to assist customers
in achieving functionality described in the software
documentation. Reported incidents are limited to specific
technical issues or functionality that you are having difficulty
in achieving with Akopia's products.
Examples of assistance provided includes:
1. Advice to guide you in the configuration of MiniMan
2. Problem determination and analysis of error conditions
3. Problem workarounds for urgent or scheduled fixes
Technical support does not include:
1. Design and configuration of your complete e-commerce
platform, although we do offer consulting as an
optional purchase.
2. Resolving configuration issues on platforms that are
not supported in the current software release.
3. Resolving problems associated with recompiling your own
version of MiniMan.
4. Resolving problems resulting from changes made directly
to the source code, unless you have Custom Care
Support, which includes support for MiniMan's coded
customized versions.
5. Resolving problems associated with other elements of
the e-commerce system, eg e.g. hardware OS, DNS,
webserver, mailserver, database, although we work with
you to confirm that the problems you are experiencing
do not originate in your MiniMan product.
Incidents may be limited to one hour resolution time if we feel
they are largely cart design issues and we are engaging in
providing training rather than customer support.
------------------------------------------------------------------
Some sketch for Online Support Layout
------------------------------------------------------------------
Reliable, Scalable, and Secure MiniMan E-commerce Solutions.
General Online Support Material
Key Benefits
Reliability
Scalability
Security
Latest Release Download
Patch Download
Patch Upload
Primary resources for learning about MiniMan
List of Features
General FAQ
General HOW-TOs and URL-links for a Linux Box Setup
General Getting Started Guide
General Technical Specifications
Community Resources
Mailing Lists
List of User Provided URL's
Mailing List Archives
Archives of Previous Releases (not supported by Akopia)
Code Snippet and Patch Uploads to suggested minivend.org
site as part of Akopia's Open Source Development
Support program. (unsupported by Akopia's technical
support packages)
Resources for learning more about MiniMan
Knowledge Base
Official MiniMan Installation Manual
Official MiniMan Configuration Manual
Official MiniMan Reference Manual
(if MiniMan would get boxed these would be the
accompanying printed manuals of the box)
Guide for MiniMan/Cybercash Setup
Guide for MiniMan/MySQL/Postgres/database Setup
Guide for PGP, Verisign, Pine, Mutt etc.
Bug Reports, Bug Fixes
Official Technical Documentation (Verbose Reference
Manual)
Outline to be continued...
Just out of the top of my head and my cut-, click- and pasting mouse.
Birgitt
-
To unsubscribe from the list, DO NOT REPLY to this message. Instead, send
email with 'UNSUBSCRIBE minivend-users' in the body to Majordomo@minivend.com.
Archive of past messages: http://www.minivend.com/minivend/minivend-list
