RocketFuel Support Policy

Introduction

The following policy outlines RocketFuel’s support practices and resources. It also identifies support obligations to our customers. It is incorporated, by reference, into the ‘RocketFuel Terms of Service’.

Support Purpose Statement

RocketFuel’s commitment to Continuous Improvement(CI) begins with finding a way to assist 3PLs and their End-Users in becoming self-sufficient through a timely, accurate, and dedicated support process. We commit to providing access to tools and documentation to help find effective ways to troubleshoot any challenges that might arise while using the application.

Changes to this Support Policy

In the event that a policy, covered by this document is changed, we will provide notification by revising the version and date at the top of this Support Policy. In some cases, where appropriate we may provide an additional notice (such as adding a statement to the login screen or sending an email notification). Continued use of the Services or of the application after the revised Policy has become effective indicates that 3PL’s and their End-Users have read, understood, and agreed to the current version of this Policy.

Support Expectations

RocketFuel is committed to the Security and Protection of the Client/Customer’s data. The following guidelines are in place to achieve this commitment:.

Client Data Integrity: RocketFuel Support will never touch or manipulate Client/Customer data in any way. Even if requested to do so by the Client/Customer.

Product Usage Standards: RocketFuel is designed to work in a specific way. If Support becomes aware that the application is being used in a manner other than designed, support will provide notification about the unsupported process and will request the Client/Customer to stop using the application in that manner. Failure to comply may result in termination of services.

Diagnosis and Error Correction: RocketFuel Support will help diagnose issues with orders and processes stuck in an error state. Our goal is to correct or assist with unusual system behavior that has been identified by the Client/Customer.

Client Data Autonomy: RocketFuel Support is not responsible for recommending actions that may impact the Client/Customer’s business practices. Support agents are experts in the use and troubleshooting of the application only. Our support team will never suggest making changes that would alter the Client/Customer’s business or consulting services.

Documentation

RocketFuel will provide documentation to the 3PL and End-Users to reference for the purpose of understanding how to use the application. This includes ‘How To’ articles on our services and the process necessary to use them. Our documentation may specify restrictions on how our applications may be configured or modified. You agree to comply with all such restrictions as specified. In those cases where restrictions are violated, our support may be limited or unavailable.  Visit here for access to our support and documentation resources.

End-User Support

The 3PL is responsible for providing application support to their End-Users. In the event that a support request is beyond the scope of the 3PL’s ability to assist, RocketFuel will provide support at the 3PL’s request. The request will include the End-User contact information so RocketFuel can communicate directly with the End-User. RocketFuel will include the 3PL in the communication for the purpose of transparency and for additional training opportunities. All support services to 3PL and End-Users will be limited to the use and functionality of the software.

System Monitoring

RocketFuel Parcel systems are continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the Services, we will receive notification and respond immediately. Please visit status.parcelrecharge.com for the current status of our software and services.

Guidelines for Acceptable Use of Application Support:

Communication Policy

It is prohibited to contact any RocketFuel personnel via any means other than through the Ticketing System. All  other forms of communications such as direct email, personal phone calls, text messages, or social media are prohibited and will not receive a return response. 

The RocketFuel Support team communicates with our customers through the use of a Ticketing System only. 

Occasionally a support agent will determine that a video call is necessary; these calls will be scheduled at the support agent’s discretion.

RocketFuel Engineers are not available for calls of any kind.

Obscenities, false statements, or abusive language of any kind towards RocketFuel personnel will not be tolerated.

Usage of the support ticketing system to sell or solicit business from or toward RocketFuel team members is strictly prohibited.

Enforcement

RocketFuel reserves the right to take action against any of the above violations, up to and including termination of your account.

Mission Control Articles

Prior to submitting a support request, please review our Mission Control articles thoroughly. Most configuration and applicational use questions can be answered there. These articles will include the necessary process and information required to complete the needed task.

Submitting a Support Ticket

• All support requests must be submitted via the RocketFuel Ticketing System. No requests for support will be accepted outside the Support Ticketing System.

• Please keep all ticket requests to one issue per ticket.

• When Submitting a Support Ticket, be specific, include as much detail and accompanying information as possible (screenshots, error messages, etc.) 

• Please do not enter multiple tickets on the same issue. Redundant or duplicate tickets by the same Client/Customer will be closed.

Support Hours & Resolution Metrics 

RocketFuel offers ticket and chat support from 9AM-7PM EST Monday through Friday. Resolution and Response times vary depending on the ticket priority. Tickets will be addressed as follows:

High Priority: Client contact within 2 hours > Resolution within 4 hours. 

Medium Priority: Client contact within 8 hours > Resolution within 24 hours. 

Low Priority: Client contact within 24 hours > Resolution within 48 hours. 

RocketFuel recognizes all Federal Holidays. Tickets received during a non-working Federal Holiday will be addressed as follows:

Medium Priority: Client contact within 24 hours > Resolution within 24 hours next business day. 

Low Priority: Client contact within 24 hours next business day > Resolution within 48 hours of next business day. 

Contact Information

If you have questions regarding your obligations under this Support Policy, please email us at support@parcelrecharge.com.