Qvidian Support: Frequently Asked Questions
Please scroll down to review answers to frequently asked questions about support services. If you have another question, please contact SalesEdge Support at support@SalesEdgeLLC.com
When do I call SalesEdge? When do I call Qvidian Support?
Throughout the Qvidian Proposal Automation implementation stages, your SalesEdge Client Services Manager serves as your primary point of contact. The general rule is that once your designated system administrator completes training—or the initial phase of training—you should feel empowered to use the resources of the Qvidian Community and the Qvidian Support team.
Post implementation, you should call Qvidian Support for technical problems accessing Qvidian and problems using the Qvidian.
For your “how do I” application-oriented questions, you have four avenues for assistance.
1. Online Qvidian Documentation. We encourage you to seek an answer in the online, context-sensitive help. Click the question mark (?) in any Qvidian window to display the related help topic. Scroll to the bottom of the help window to see more related topics. How to access the online Qvidian documentation and help topics.
2. Qvidian Community. We recommend that you check out the best practice guides and other online resources in the Qvidian Community. How to join and access the Qvidian Community.
3. Qvidian Support. The Qvidian Support team is your resource for technical assistance. You can reach the team by toll-free number, by email, as well as by submitting a request for assistance online. How to access Qvidian support.
4. SalesEdge Customer Care. We invite you to reach out to the SalesEdge Client Services team and make us your partner to help ensure that you are getting the most out of Qvidian. The SalesEdge Client Services team attempts to respond to inquiries within the day; however, if the SalesEdge team is actively engaged in customer deliverables and training, our response may be delayed. When an immediate response is required, we encourage you to call Qvidian Support.
Finally, when you need to expand your Qvidian application to manage new types of content, to enable new team members, or to take better advantage of the solution’s capabilities—the SalesEdge team is ready to help you meet your evolving business requirements. Call us!
Describe how Qvidian Support handles urgent inquires (escalations) are handled.
Requests for Qvidian Support are generally responded to within two hours; the goal is to respond with a resolution in one business day or less from the initial call. The majority of the cases are resolved within one business day. Cases that exceed two-business days may be escalated to the software development team for triaging.
The Qvidian Support team’s case handling and escalation procedures are detailed in the Qvidian Technical Support Case Escalation Procedures. SalesEdge can provide you with this document.
How often are product releases and/or updates scheduled?
The Qvidian Corporation typically issues major releases of the Qvidian Proposal Automation software every 18-24 months, with up to two point releases of the software at 8 month intervals in between.
Using the hosted Qvidian Proposal Automation solution, you will always have access to the latest software release with no additional fees for software updates.
How are product releases and/or updates communicated to customers?
Since Qvidian Proposal Automation is a web-based product, upgrades are applied to the web server, and not at each client. They are made automatically available to each end-user without IT intervention.
Qvidian's goal is to notify you five days prior to scheduled maintenance. Typically, planned maintenance occurs over a period of three to six hours. The announcement will indicate the estimated amount of downtime expected.