Introduction and General Information About Peoplevox Support
To make use of support services, a currently valid contract needs to be signed when acquiring the software. The contract costs will cover support, maintenance and further development.
Support
Hotline (Chat, Phone, Ticketing tool)
Documentation maintenance (e.g., FAQs, instructions and videos)
Notes, updates and notification releases
Bug reporting and reproduction
Assistance in case of undocumented configurations and questions
Maintenance
Performance enhancements
Implementation of legal demands (e.g., API)
Necessary compatibility updates (e.g., security update (TLS 1.2))
Bug fixing
Security updates
Check and ensure interface compatibility
Further Development (Updates)
Feature developments and releases
Deployment (e.g., update preparation, management and roll-out)
Apply and manage manual and automated tests
Feature documentation
Product management
Modernization (e.g., Peoplevox web application, Peoplevox mobile application)
When and How Can You Contact Us?
Please refer to the following information if you need to contact us.
Telephone
If needed, you can contact Support via telephone and preferably for severity 1 issues only:
North America: (877) 786-9339
Europe: (+800) 7866-3390 / (+44) 1249-477099
Australia: (+61) 24204-8168
You can reach our Peoplevox Customer Support agents within the following business hours (except on public holidays):
Monday to Friday: 10 a.m. CET - 5 p.m. CET
Saturday and Sunday: Not available
Outside of these hours you will reach the Descartes Global Service Desk who will triage and direct your issue to the relevant departments.
What Information Do We Need?
In order to help you as fast as possible, we need precise information regarding the reported problems:
What is the exact nature of the problem? Is it repeatable or random?
What is the relevant reference data (SO, PO, Device ID, etc.) associated with the problem?
What is the exact wording of the error message?
What steps are taken to encounter the problem?
What steps have been taken already to resolve the problem / Do you have a workaround?
Have any changes been made to your environment (integration changes, new processes)?
Impact—are you still able to pick pack dispatch, are you full stop, how many heads are at a standstill/hours cost to business, are critical deadlines at risk (shipping cut off, picking backlog)
Are screenshots or videos of the issue available?
The more specifically you describe the problem, the faster we can provide a detailed solution.
Contact Opportunities
Several ways to contact our Customer Support Team are provided in these images:
Support Portal
You can also find information on how to get in touch using the Support Portal in this Peoplevox article:
Get In touch using the Support Portal
The Support Portal is especially useful, and among other things, automatically stores your ticket.
Status Page
We are happy to introduce our status page where we will inform you about current outages, release changes and root cause analysis. You can visit the page to monitor the current situation with the ongoing problems with our product. If you want to receive notifications on your email or phone, please subscribe to the page!
Status page
You can also reach our Support Team via email (servicedesk@descartes.com). Share as much information as you can.
Support Services
Peoplevox Support includes:
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
No support for outdated product versions
No troubleshooting for third-party software (e.g., shipping vendor software)
No troubleshooting in case of the obligation to collaborate failed
No troubleshooting for unauthorized adjustments to your system (e.g., changes made to the Peoplevox database, stored procedures or interfaces)
No user training
No modifications/support of customer-specific solutions (e.g., customer-specific reports)