Customer Success

FarApp strives to offer best-in-class support to make running your online business simple and worry-free. To that end, we offer several Integration and Ongoing Support Plans that allow you to select the services that best meet your business needs. Please take a few moments to look over our support plans and policies below.

 

Integration Support Plans

Getting set up with FarApp and integrating your backend system to your marketplaces/carts or 3PLs can be an involved process. In this section, you’ll find the details for special support plans we offer just for the period of your integration. Once you are all set up and go live, you move on to an ongoing support plan (detailed in the next section below).

  Basic Managed* Enterprise*
Online Support from First Available Rep checkmark checkmark checkmark
Urgent Phone Support checkmark checkmark checkmark
Scheduled Phone Support checkmark checkmark checkmark
Priority Online Support from First Available Rep   checkmark checkmark
Project Plan   FarApp Operations Team prepares and executes custom project plan based on your desired features and timeline. Dedicated Account Manager prepares and executes custom project plan based on your desired features and timeline.
Dedicated Account Manager Handles your Integration     checkmark
Direct Email with Account Manager     checkmark
Direct Phone Support with Account Manager     checkmark
Fees** $500 per connector $1,000 per connector $2,500 per connector

 

*Recommended for SuiteSuccess.

**Integration Support Plan fees are one-time fees paid at sign-up that will cover the integration phase before an account is live. Pricing will be determined by number of connectors you want to integrate.

 

Ongoing Support Plans

Ongoing support lasts throughout your entire time using FarApp, after your account has gone live. If you want to make changes to your configuration and need assistance, we can help you according to these plans.

  Basic* Priority* Enterprise*
Online Support from First Available Rep checkmark checkmark checkmark
Urgent Phone Support checkmark checkmark checkmark
Scheduled Phone Support checkmark checkmark checkmark
Priority Online Support from First Available Rep   checkmark checkmark
Dedicated Account Manager Handles Ongoing Success of Your Account     checkmark
Direct Email with Account Manager     checkmark
Direct Phone Support with Account Manager     checkmark
Fees $0 per connector  $50/month ($500/year if paid annually) per connector   $150/month ($1,500/year if paid annually) per connector

 

*Ongoing Support Plans apply to all connectors. For example, it is not possible to have some connectors on the Basic Ongoing Support plan and others on the Enterprise Ongoing Support plan. The same plan will apply to all connectors equally. Fees listed above are multiplied by total number of connectors.

 

About FarApp Support

Support Hours

FarApp's support hours are 8am to 6pm Pacific Time, Monday through Friday, excluding U.S. holidays. We monitor for urgent issues on weekends and holidays but do not provide standard support at those times.

Obtaining Support

FarApp provides online support, urgent phone support, and scheduled phone support:

  • Online Support: You can access documentation and submit or view tickets at https://support.farapp.com. It's always best if you log in before you submit a ticket so that the ticket is automatically associated with your account. There is also a Support link at the bottom of each page on https://app.farapp.com that you can use to access documentation and/or submit a ticket.*
  • Urgent Phone Support: +1 (800) 876-4109, extension 2. Please make sure to open a ticket with us via our Online Support prior to calling our Phone Support line. We go to great efforts to ensure that all calls are handled in a timely manner. If you are not immediately directed to an Operations Associate, please leave a voicemail with your name, email, number and the case number for the ticket you are calling regarding. We will respond to you via phone or the ticket as soon as our next Operations Associate is available. Please be aware that the Urgent Phone Support line is for urgent issues only. Please see the “Support Classifications” section below for what classifies as an urgent issue and expected response times. FarApp does not support calling the Urgent Phone Support line to expedite non-urgent issues and frequent calls to the Urgent Phone Support line can impede our ability to address urgent issues.*
  • Scheduled Phone Support: If you'd like to schedule a call with us, you can do so at Scheduled Calls. You can schedule one call at a time, but there are no caps on number of calls. If you need to reschedule a call, please delete your original call in Calendly and create a new call. If you need to cancel a call, please do so more than 3 hours before the start of the call. This helps us ensure that we can meet all our customers needs by minimizing scheduling conflicts. Customers who fail to join scheduled calls more than one time in a row will be subject to a $75 charge per missed call on their next invoice. Scheduled calls cannot be used to accelerate support. Please see the escalation process outlined in the “Escalation Process” section below.*

*If your account is not live yet and you are not currently subscribed to an integration support plan (see above), you will automatically be assigned to the Basic Integration Plan and will be billed the associated fees.

Support Classifications

Priority

Description

Response Times*

Low

A configuration change is requested.

An enhancement is requested.**

Response within 24 hours (1 business day), 10 business days to close.

Normal

A non-critical business process is performing poorly or has a bug but a reasonable workaround exists (e.g. fulfillments are syncing slowly or incorrectly, non-inventory and price item updates are syncing but some attributes aren't syncing correctly, mapping changes requested).

Response within 24 hours (1 business day), 5 business days to close.

High

A critical business process is performing poorly or has a bug but a reasonable workaround exists (e.g. a small number of orders isn't importing or is importing incorrectly, inventory or price updates are syncing but syncing slowly).

A non-critical business process is blocked and there is no reasonable workaround (e.g. fulfillments not syncing, non-inventory and price item updates not syncing).

Response within 12 hours, 3 business days to close.

Urgent***

A critical business process is blocked and there is no reasonable workaround (e.g. orders not syncing, inventory or price updates not syncing). Only applies to customers who are already live.

Response within 3 hours, 24 hours to close.

 

*We attempt to close all issues within the timeframes quoted. However, this time frame is for the initial issue for which the case was opened. Related-issues added to a support case will be solved within a time frame relevant to their priority. We recommend to put all new issues in a new support case for optimal service. If we require feedback from you in order to close an issue and there are delays in getting feedback, this will likely extend the time frame.

**FarApp will assess the requested enhancement and decide on an appropriate course of action. Possible courses of action are: implement the enhancement, place enhancement on our road map to implement at a future date, implement enhancement as a billed customization, or decline enhancement if we believe it does not provide substantial benefit to our service. The response time listed above does not apply to the implementation of the enhancement.

***Customer should put “URGENT” in the subject line.

Escalation Process

If you have an urgent issue that isn't getting resolved quickly enough, or an issue that is not being resolved to your satisfaction, please follow the process below for escalation. Escalations are still subject to normal support hours.

  1. If the issue is urgent, open a support ticket with "URGENT" in the subject. If the issue is not urgent but you need the issue to be escalated, please ask the agent handling your support issue to escalate it. We have an internal process for escalation that the agent will follow.
  2. If you tried to escalate through support tickets but require further escalation, please email escalatedsupport@farapp.com. This should only be used if you tried to escalate through support tickets already, and should not be used for normal support issues.
  3. If neither of the escalation steps above have resolved your issue, call our urgent support line at +1 (800) 876-4109, extension 2.

What is Supported?

  1. General Questions & Answers
    1. Any questions specific to a FarApp feature or service will be supported.
    2. Questions about functionality or leading practices of ERP, marketplace, cart, or 3PL systems that FarApp connects are not supported but we will do our best to answer them.
  2. Software Bugs/Defects
    1. Any defects in functionality provided by FarApp will be supported.
  3. Integration Changes
    1. Mappings that cannot be easily completed through settings available at https://app.farapp.com.
    2. Settings that cannot be altered through https://app.farapp.com.

What is not Supported?

  1. ERP, marketplace, cart or 3PL configuration. FarApp supports proper data sync between these systems. Though we provide a lot of guidance about configuration of those systems, ultimately the proper configuration of those systems is the responsibility of the customer.
  2. Correcting inaccurate or missing product data. FarApp does its best to confirm if product data supplied from an ERP is correct/sufficient for posting/updating an item to a marketplace/cart and reporting error messages when it is not. However, the customer is still responsible for knowing what data is required and what inputs are valid for marketplace/cart product sync. Failing to provide required data or providing invalid data will prevent a marketplace/cart from posting/updating an item regardless of whether FarApp is being used. FarApp is responsible for how data is synced from NetSuite to the marketplace/cart for products, but the accuracy of that data is the responsibility of the customer.
  3. Payment gateway configuration. FarApp syncs tokenized credit card data by default. If any data is needed beyond this, especially for capturing payment in NetSuite, it is the responsibility of the customer to work with the payment gateway to determine what additional data is needed and to clearly communicate to FarApp what additional fields will need values mapped to them. The customer should supply sample orders for these mappings and should inform FarApp what values on the sample orders need to be placed in which NetSuite fields. Many of these mappings can be set up without help from FarApp. Please note that FarApp will not violate PCI compliance even if asked to: https://support.farapp.com/hc/en-us/articles/115011513148-Credit-Cards-and-PCI-Compliance
  4. Product or order mappings that are excessively complex. FarApp can be easily configured to sum multiple fields together, take values from different fields depending on the input to another field, etc. Anything beyond that may require customization, so FarApp will need to scope the work to develop and support the mapping in order to assess whether or not we can support it out-of-the-box. Excessively complex mappings involve multiple levels of logic such as if field1 = A and field2 is less than B, use the smaller value of field3 and field4, but if field1 = X or Y and field2 is equal to B, etc. Logic such as this would be best configured using formula fields in NetSuite.
  5. Support related to customizations under contract. These questions will need to be sent directly to professional services at professionalservices@farapp.com.
  6. Complete reintegration of an existing connector. This is where you want to delete a connector and recreate it. This may be subject to reintegration fees.
  7. Integration changes requiring development. These may incur an additional fee which will be communicated for approval before any changes are made.

Upgrading Your Support

  • It is possible to upgrade your integration or ongoing support level. You will pay the difference between your current support level and your new one. Customers can upgrade their integration support from https://app.farapp.com/dashboard. Please contact FarApp if you wish to upgrade your ongoing support.

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