Breadcrumbs

Transitioning from Professional Services to Support

Upon completion of your Professional Services engagement, you will transition from working with our Professional Services team to our Software Support team to assist with any technical issues. Details and FAQs are noted below.

Why am I switching from PS to Support?

While Professional Services provides implementation and configuration services, Support specializes in identifying, diagnosing, and addressing technical issues within the Square 9 ecosystem. You can think of PS as professional drivers while Support are auto mechanics.

For the duration of your engagement, our Professional Services team was your primary point of contact. Your Project Manager and any Implementation Specialists worked with you to ensure your project was completed fully and to scope. Now that the project is complete our Support team takes over to assist with software issues in the long-term.

Who is S9 Software Support?

The Software Support team consists of a number of Software Support Engineers and related personnel trained and equipped to address any technical issues you may have with the S9 product suite. Generally speaking, if you are looking for assistance with any product inquiries, errors, or unexpected behavior regarding the S9 platform, Support should be who you turn to first.

More information about our Support team, including contact methods, response times, and coverage under your support coverage, are detailed on our Square 9 Support Knowledge Base.

Similarities between PS and Support

Both teams…

  • operate under Square 9 Softworks

  • consist of technicians trained in the Square 9 platform and related products

  • work together to ensure you have the best possible experience with the Square 9 platform

Key differences between PS and Support

Professional Services

Software Support

Provides implementation and installation services. Is responsible for resolving configuration-related issues related to the recent PS project.

Provides technical support and product support. Is responsible for resolving technical issues and product inqruies regarding the Square 9 platform, both related and unrelated to the recent PS project.

May maintain unattended access to customer environments, for the duration of the project.

Does not maintain unattended access long-term. Access to on-premise customer environments must be established per support engagement.

May maintain user credentials to assist with accessing customer resources, for the duration of the project.

Will never store user credentials long-term. User access must be granted per support engagement.

May act as the customer’s Square 9 Cloud Administrator ad hoc, as appropriate for the project and with customer consent.

Does not have or maintain access to Square 9 Cloud environments. User access to the front end must be granted per support engagement.

Special Consideration for Square 9 Cloud Customers

For Square 9 Cloud customers, there are a few things to consider.

  • Neither PS nor Support have access to Cloud Infrastructure resources, such as remote access to S9 Cloud servers. This is restricted specifically to the Square 9 Cloud team.

    • Both PS and Support will escalate incoming issues or inquiries to our Cloud team, as appropriate. However, Support may need to engage on a remote support session first to gather details and triage the ticket appropriately before doing so.

  • As detailed above, Support does not maintain user credentials long-term and they must be provided ad hoc during each Support engagement. This includes TenantAdmin credentials for Cloud accounts.

    • Furthermore, neither Support nor PS can prescribe major infrastructure changes, such as any updates that require downtime or unattended access to the S9 front end, without the express written consent of the customer’s Cloud Administrator. If you are unsure who your Cloud Adminsitrator is, or you would like to appoint a new one, please consult Support.

More details about the nature of S9 Cloud accounts are detailed in our Square 9 Cloud Terms of Service.