How To: What to expect now that you are Live!

If you haven’t already REGISTER FOR AEX KNOWLEDGEBASE

Support

AEX Support is available for any technical issues that you encounter. There are 3 options to log a Support ticket;

1. Email Agreement Express support at support@agreementexpress.com

2. Agreement Express Support Web Portal URL: https://support.agreementexpress.com/home

3. Agreement Express Support Team Toll Free Number: 1.877.247.3397 then press 1

When submitting an incident ticket, you should supply as much of the following information as possible including;

• AEX/Transaction ID. This is the 7-digit number typically found in the first column of the Workspace.

• Environment (i.e. Production or UAT/Staging)
• Description of incident, including number of occurrences, screen shots or error messages
• Username of the user who reproduced the issue in the screenshot
• Exact steps to reproduce the problem
• Browser name and version

For more information on the ticketing workflow, please check out https://support.agreementexpress.com/hc/en-us/articles/360058574371-The-AEX-Support-Ticketing-Workflow

Changes

It is common to need changes now that “real world” transactions are being processed using AEX. Or perhaps you have changing business needs.

Common Change Requests

• Update an outdated form

• Add a new form

• Add a  new scorecard

• Add a new workflow

• Add an integration

• Develop a New Feature that is not on the roadmap

• Other

It is important to note the difference between a Support ticket and a Change Request. As mentioned above, a Support ticket typically relates to a technical issue wherein a Change Request relates to;

Process for Change Requests

If a change is needed please reach out to your CSM. Depending on the complexity of the change requested, your CSM may schedule a scoping call to gather all of the requirements. Once all of the requirements have been gathered;

1. A quote request is submitted to the Delivery or Product team to analyze the amount of effort required to make the change

2. Once the quote is completed, your CSM will present the hours and costs to you

3. If you decide to move forward with the change, your CSM will send a Change Request form for signature

4. Once the form is signed, a project is created and placed into the Delivery and/or Development queue

What is the turn-around time? Typically a change request can take 3-4 weeks to deliver and maybe more depending on the complexity