What is Stellar One Mission Support?
Mission Support is Stellar One's high-quality and efficient service that helps members better utilize their enterprise technologies to ensure minimal disruptions in the daily operations, and to maximize post-go-live excellence. The Mission Support Plan includes various support services ranging from email support, training, and education, to queries and technology implementations; it is here to help members address and understand issues, and to develop a solution that best fits their needs.
Main functions of Mission Support
- Ticketing System
Mission Support utilizes a ticketing system to track and manage the reported issues. Each support team member is skilled in effectively and efficiently addressing the reported issues or escalating to third party partners. Each person is assigned with specific tickets that best suit their ability and skills to provide the best service possible. The ticketing system allows for efficient communication, documentation, and easy tracking of the progress between end users and support team members on a given activity, enabling organized and effective support.
While members can email missionsupport@stellarone.io directly, there is also an online portal that allows members to submit tickets through and receive updates on the status of the ticket. All the mentioned options work 24/7 and are readily accessible for the user at any point of the day, ensuring that members from different time zones around the world have the ability to submit requests for Stellar One Consultants to review.
- Issue Resolutions
Mission Support serves as the main contact for our members to submit technical requests, inquiries, or issues faced within their daily operation. Members can work directly with Stellar One’s consultants to identify and diagnose problems or errors and receive step-by-step guidance for support. Mission Support has one main plan that offers a variety of support services, allowing members to receive help in a wide range of areas. The included support services are as follows:
- Unlimited email support for software bugs and licensing
- Unlimited ERP application email support for tickets up to 2 hours each
- ERP navigation
- General usage and capability review
- Assistance with exporting and importing data
- Out of the box reporting questions
- Configurations requiring less than 2 hours of work
- Named Account Manager to act as a point of contact for you within Stellar One
- Out of scope requests with a fixed fee quote to be approved
What are the benefits?
One major benefit of Mission Support is that it is fixed price, and it is a part of the five-year price lot guaranteed when you purchase your initial implementation. After your time and effort spent on investing and implementing your new ERP Software, Mission Support is here to help you continually achieve your desired business outcomes. Mission Support can help your solutions stay up to date, explore available capabilities that your software offers, configure the current system to allow you to add new functionality without extra significant investment, and more!