Posts Tagged ‘dydacomp technical support’

New M.O.M. Executable Available!

Tuesday, October 4th, 2011

Posted by: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

As a continuing effort to improve the quality of Dydacomp Technical Support, we will be releasing bi-weekly executables ( updates twice a month) that include a number of fixes and minor enhancements for supported M.O.M. users.

Beginning today, new executables will be available for download from the support section of  our website every two weeks. This week’s executable (dates 10.4.11) includes minor fixes such as:

  • An Updated Blackthorn interface to support the latest version of Blackthorn.
  • Enable the ability to toggle Fedex Ship Manager Server logging toggle to off or on
  • Export wizard now allows selection of order by field
  • Apply  a payment amount to a specific  part of an invoice
  • Enable the auto activation of Channel Advisor module

For a full list of the fixes included in the update please log into Dydacomp Support Online.

If you have any questions or trouble updating, The Dydacomp Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here,

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New M.O.M. Update Available!

Tuesday, September 20th, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction

As of September 22,2011 Google Base will be changing the requirements for the Google Merchant Center and Google Product Search. In order to ensure that you will still be able to publish your Google base data feed from M.O.M. to the Google Merchant Center, you must download the latest executable dates 09/20/11. In this update, we have added the new standards for the product base data feed.

Without the new standards, you will no longer be able to update your Google Base feed from M.O.M. These  new standard includes the addition of several new fields for product search including:

  • Product Category
  • Availability
  • Gender, Size
  •  Color
  • Pattern
  •  Material
  • Gender

For more information about setting up your Google base feed in M.O.M., Check out this document on our user forum.

Along with the Google Base standards, this update includes a number of fixes that will help improve your M.O.M. system.

If you have any questions or trouble updating, The Dydacomp Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.

 

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September Training is here: Have you registered?

Friday, September 9th, 2011

Posted by: Christine Amodio, Dydacomp Technical Writer and TrainerChristine Amodio, Dydacomp Technical Writer

Dydacomp’s Multichannel Order Manager and SiteLINK eCommerce solutions include a variety of unique features and benefits that help multichannel merchants efficiently run their business. However, many times M.O.M. and SiteLINK users do not utilize all the features, such the Amazon and Ebay modules.  One great opportunity to receive hands on training on M.O.M. and SiteLINK functionality is at the Dydacomp training seminars.

All are invited to join the next M.O.M. & SiteLINK training seminars being held at Dydacomp  on Wednesday September 14, 2011 through Friday, Sept 16, 2011. The three day training sessions are run by M.O.M. and SiteLINK experts who know the ins and outs. These experts will provide M.O.M. users tips that enable you to capitalize on your M.O.M. investment, learn more about M.O.M. Version 8’s latest features and master your eCommerce channel with SiteLINK. Learn how to capitalize on M.O.M.’s modules to run your eCommerce business more efficiently.  These training seminars have proven to be beneficial for our clients, especially those who only recently started using M.O.M.. Multichannel Order Manager and SiteLINK eCommerce clients who attended training have seen a significant decrease in the number of basic support tickets (how to questions) they opened and found they contacted Support only when they had more complex questions.

100% of the clients attending the most recent training agreed that they would recommend Dydacomp’s training to any client looking to gain a more comprehensive understanding of M.O.M. and SiteLINK eCommerce. The training offers real insight into the inner workings of  Multichannel Order Manager’s features and how to use them to benefit your small business.

If you wish to increase your understanding and knowledge of Multichannel Order Manager and SiteLINK eCommerce, do not miss the opportunity to attend our training seminar Sept 14, 2011 through Sept 16, 2011.

To register, check out the registration form here or call Dydacomp sales at (800) 858 3666. We look forward to seeing you there!

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Posted in Ecommerce, Multichannel Order Manager, Support | No Comments »

Happy Labor Day weekend!

Friday, September 2nd, 2011

Posted By: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

The last weekend of summer is upon us and we hope everyone has a great Labor Day weekend.

The Dydacomp offices will be closed on Monday September 5, 2011.

As always, in the event of a site down when the office is closed, SiteLINK Support is available at (973) 641-0901. This is an emergency line for site down issues only. Platinum Support Clients will have 24 hour support available throughout the day on Monday as well.

All non-critical issues will be handled by technical support on the next business day, Tuesday September 6 during normal business hours. You can  open support tickets online or via an e-mail  at support@dydacomp.com.

Have a great holiday weekend!

 

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Dydacomp Support Update

Wednesday, August 31st, 2011
Posted by: Michael Nardini, VP of Customer Satisfaction

Due to continued flooding in the wake of Hurricane Irene, more roadshave been closed leading to the Dydacomp headquarters in Totowa, NJ. Dydacomp’s office will continue to operate today Wednesday 8/31/2011, with a skeleton crew at our headquarters. They will be supported by many of our Support team members that are working from home.

Our goal is to respond to and resolve all support tickets at normal levels, but customer’s with critical issues such as down systems remain the priority. Less critical issues will be responded to as soon as possible. We will keep you posted and inform you of Dydacomp’s status as it changes.

We appreciate your continued understanding and patience this week. Dydacomp Sales is available and will continue to return voicemails today. Access to report all Support issues online or by phone by calling 973-237-0300 is still fully operational and we will do our best to address all of them as soon as possible.

Thank you again for your continued patience and understanding.

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Dydacomp Update Post Hurricane Irene for Tuesday

Tuesday, August 30th, 2011

Posted by: Michael Nardini,  VP of Customer Satisfaction Michael Nardini, VP of Client Satisfaction

Yesterday, Monday, August 29, 2011 due to the aftermath of Hurricane Irene and the excessive flooding in Northern New Jersey Dydacomp’s office operated with a skeleton crew. Due to continued flooding, more roads have been closed leading to the Dydacomp headquarters. The office will continue to operate today, Tuesday, 8/30/2011, with a skeleton crew and we are doing our best to maintain coverage. As of 12:30 ET time today, over half of the Dydacomp support staff was available to respond to service issues with more expected to come online throughout the day.

Dydacomp Sales is available and will continue to return voicemails today. You are still able to report all Support issues online or by phone by calling 973-237-0300 and we will do our best to address all of them as soon as possible.

As our Support team is operating with limited staff, we ask for your patience and we will address system down issues and other critical issues first. All other non-system down issues will be responded to on Thursday 09/1/2011. We are expected to be open Wednesday 8/30/2011. We will keep you posted and inform you of Dydacomp’s status as soon as possible.

Thank you again for your continued patience and understanding.

 

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SiteLINK eCommerce Update Post Hurricane Irene

Monday, August 29th, 2011

Posted by: Al Pascale, Dydacomp eCommerce Manager

Hurricane Irene came and went without incident to our operations. All systems are running normally and were unaffected by the storm. There were no interruptions or degradation of service. Below is additional information provided by our data center:

“Although our facilities are fine there are still significant areas of flooding and power outages throughout the region. Our facilities and network operations teams remain on high alert prepared to deal with whatever potential problems may develop over the next couple of days. We will continue to keep extra fuel trucks on site and emergency fuel vendors on standby until all of the flood waters in the area have receded and the region is back to normal.”

Our SiteLINK eCommerce team can be reached after hours by calling 973-641-0901 or during normal business hours at 973-237-0300. They can always be reached via E-mail at sitelinkadmin@dydacomp.com.

Thank you for being a valued SiteLINK eCommerce and Dydacomp customer.

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Post Hurricane Irene Update

Monday, August 29th, 2011

Posted by: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

You may have received an email yesterday informing you that due to the aftermath of Hurricane Irene and the excessive flooding in Northern New Jersey Dydacomp‘s office will be operating with a skeleton crew today, Monday, August 29, 2011.

Due to limitations, Dydacomp Sales will be available on a very limited basis and all voicemails will be returned on Tuesday 8/30/11.  You are still able to report all Support issues online or by phone by calling 973-237-0300 and we will do our best to address all of them as soon as possible.

As our Support team is operating with limited staff, we ask for your patience and we will address system down issues and other critical issues first.  All other non-system down issues will be responded to on Tuesday 8/30/2011. We are expected to be open Tuesday 8/30/2011, but may experience similar issues as today. We will keep you posted and inform you of Dydacomp’s status as soon as possible.

We thank you for your patience and understanding.

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Support Feedback: We Need You

Tuesday, August 23rd, 2011

Posted by: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

As Dydacomp strives to increase customer satisfaction and improve the quality of our technical support,  your  feedback is an essential tool to help us reach our goals.

You may have noticed that once Dydacomp Technical support has successfully resolved your Mulitchannel Order Manager or SiteLINK eCommerce issue,   you receive an email confirming that your support ticket has been closed.  Within this email you will notice a link to Dydacomp’s Technical Support survey. This survey only takes a few minutes to fill out, but provides us with important information.

Your feedback is one of the most valuable tools we use to evaluate the effectiveness of our support reps. Your survey responses also enable us to discover new methods  that can  improve your  overall experience with Dydacomp support.   The survey can be found at: http://TechnicalSupport.questionpro.com

The Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.So next time you receive an email informing you that your support ticket has been successfully resolved, please take a minute to evaluate your experience with Dydacomp Technical Support.

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All ACVM Issues Resolved

Monday, August 15th, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction Michael Nardini, VP of Client Satisfaction

On August 8, 2011 a notification was sent by Dydacomp  informing all users that the fix for the Address Correction and Validation Module (ACVM) was available.  The resolution was to update M.O.M. with the program update released on August 5, 2011 (executable build date of 08/03/11).

As a result of changes in the August 2, 2011 program update (executable build date of 08/01/11), some users reported intermittent issues when validating addresses upon import. Those issues that were encountered met specific conditions that may not apply to all customers. These users were given a temporary resolution.

Dydacomp has resolved this issue in the latest program update released August 10, 2011 (executable build date of 08/10/11). It is recommended that all users update their M.O.M. system.  Please make a successful backup prior to updating M.O.M.  Download the newest executable by logging into the support section of Dydacomp’s website.

Thank you for your patience and we apologize for any inconvenience this issue may have caused. If you have any questions or concerns, please contact Dydacomp Technical Support.  The Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.

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