Posts Tagged ‘technical support’

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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ACVM Resolution

Tuesday, August 9th, 2011

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

The recent issue with Dydacomp’s Address Correction Verification Module has been successfully resolved.   The first step for M.O.M. 7.1 and 6.2 users is to get the latest program update published 8/5/2011 on the support section of the website. Click here for a guide to download the newest executable.  The next step is to extract the new ACVM data which is on the new ACVM disks you will be receiving shortly. As of this morning, all of the new ACVM disks have been mailed out to all ACVM users.

Once you have downloaded the latest program update and received the ACVM data, you should then re-enable ACVM .

1. Go to the Maintain drop down menu, followed by System Information, and then select Global Parameters.

2. Once in Global Parameters, select the Customer Entry Tab.

3. Re-check off the boxes of your ACVM choices and re-enter your ACVM Installation Path into the ACVM box.

We apologize again for any inconvenience the ACVM issue may have caused. If you have any questions or concerns, please contact Dydacomp Technical Support.  The support team is available Monday – Thursday 9 AM – 6:45 PM EST and Friday 9 AM – 4:45 PM EST.  You can also contact support via the online ticketing system by clicking here.

 

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important ACVM Update

Monday, August 1st, 2011

 

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

You may be experiencing an issue with your Address Correction and Validation Module. We apologize for any inconvenience this may have caused your business. 

UPDATE:The issue has been identified and the Dydacomp team is hard at work to resolve this issue.  We will inform you when the resolution  is available.

This issue was not related to the most recent address data you received with the July disk and this information is valid until 10/28/2011.Once you update to the most recent executable there should no longer be any issue with ACVM.

In the future, if an issue with ACVM arises we recommend that you temporarily disable this feature.

To temporarily disable ACVM:

1. Go to Maintain drop down menu, followed by System Information, and then select Global Parameters.

2. Once in Global Parameters, select the Customer Entry Tab.

3. To temporarily disable ACVM, uncheck all the boxes in the Address Correction and Validation section. Also make sure to delete the ACVM installation Path information as well.  To restore ACVM after you have temporarily disabled it, simply update your subscription like you would when you receive a new ACVM disk.

We apologize again for any inconvenience the ACVM issue may have caused. If you have any questions or concerns, please contact Dydacomp Technical Support.  The support team is available Monday – Thursday 9 AM – 6:45 PM EST and Friday 9 AM – 4:45 PM EST.  You can also contact support via the online ticketing system by clicking here.

 

 

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Top Technical Support Rep For July

Thursday, July 28th, 2011

Posted by: Molly Griffin, Social Media Marketing Associate

Here at Dydacomp, we strive to provide our customers with the technical support services they need. All of our technical support reps do a great job every day, however every once and awhile we have a stand out technical support rep who deserves recognition.

This month’s top performing technical support rep, with close to a perfect survey response rating, is Cathy Belfiore. Cathy has been a long time member of the Dydacomp Technical Support staff and always makes sure to go above and beyond on each Multichannel Order Manager question and ensures it is resolved.

I took a minute to ask Cathy about her favorite part of being a member of Dydacomp Technical Support and her response was:

“I like working with the users on the how to features and solving the issues.  The best part is when the user appreciates the time and effort you provided to help them. That is what really makes my day. Everyone has their own questions and their on learning style.  I am just happy I can help them out. “

 

The Dydacomp Clients she assists are speaking out as well:

  • “Cathy Belfiore is hands down one of the best tech/customer service person you have on staff, if not the very best. She’s responsive, patient, kind, proactive, and hangs in there until everything is resolved. She defines superior customer service.
  • Cathy Belfiore was extremely helpful, very courteous, and very knowledgeable. Now that I have her name, I would love to use her EVERY time I have a problem!”
  • “Cathy Belfiore is to be commended for her knowledge, tenacity, helpfulness, patience, friendly personality, etc., etc. I cannot say enough good things about her! Every time I contacted her about one problem, I gave her another problem and then another problem. She answered all my questions and found solutions to all my issues. I can’t thank her enough!!!”
  • “Cathy is great, very precise and competent in her knowledge of MOM”

We are very lucky to have Cathy and many other great technical support reps on hand to help our clients with Multichannel Order Manager and SiteLINK.

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Don’t Forget to Backup SiteLINK too!

Thursday, June 16th, 2011

Posted by: Daniel Cirasuolo,  SiteLINK eCommerce Support Specialist

The Dydacomp team is always reminding customers about the importance of backing up your Multichannel Order Manager system and hopefully customers have taken our advice to back up their M.O.M on a daily basis. Backing up your M.O.M. system is a crucial step to help ensure the integrity of your data, but many people don’t realize the importance of backing up your web design pages for your SiteLINK eCommerce store. This back up helps ensure that if you make changes to the design of your web store, you will always have a copy of the original to restore if issues arise.

The SiteLINK eCommerce team here at Dydacomp have received a number of calls because clients have forgotten to save their website (.asp) pages before making adjustments and lost custom work and other designs. Failure to back up your SiteLINK eCommerce pages can result in the loss of your custom work that could hurt the functionally of your website. It is important for SiteLINK clients to save their .asp pages before making any changes to your SiteLINK store to ensure you have a back up copy to restore if you accidently change specifics of your site.

I recommend that clients make a copy of any  SiteLINK eCommerce .ASP page they are going to be editing.  Copy and paste the .ASP file to an area on your computer that you will be able to access if needed.  I usually recommend to SiteLINK clients that they should create a new folder called BACKUP within their FTP site, and copy and paste any .ASP files they make changes to. This will help prevent the loss of your web design in the future.

 

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