COMMAND ALKON

SUPPORT SERVICES GUIDE

 Support Services Guide

Contents
Command Alkon Support Services ........................................................................................................... 2
Additional Available Resources ................................................................................................................ 3
Submitting a Support Request ................................................................................................................. 4
Support Availability ................................................................................................................................. 5
Establishing Request Severity .................................................................................................................. 6
Approved Remote Connectivity Tools / Methods ..................................................................................... 8
Case Management................................................................................................................................... 9
Support Notifications ............................................................................................................................ 12
Product Lifecycle ................................................................................................................................... 12
Support Exclusions ................................................................................................................................ 13
Support Telephone Numbers ................................................................................................................. 14
Support Email Addresses ....................................................................................................................... 15
Helpdesk Hours ..................................................................................................................................... 16

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 Support Services Guide

Command Alkon Support Services

Welcome
Welcome to Command Alkon Support Services and thank you for the opportunity to serve you.
Our goal is to enable an effortless customer experience and ensure your success. To help achieve
this, this guide will introduce you to our Support Services offering and explain the details of our
policies and procedures to ensure that your support requests are addressed with the
appropriate urgency and care.

Support Services Commitment

Our customers are at the center of everything we do. Our Support Services team is committed
to delivering timely, high-quality, and results-driven technical support. The Support Services
team has a clear escalation path to both Product & Engineering teams for support requests
requiring product fixes or updates.

Support Eligibility
Technical support is available for all General Available (GA) products to customers with an active
subscription or eligible maintenance agreement. Customers participating in Early Adopter (EA)
offerings will work directly with our Product teams during their EA Program.

How We Can Help

Our Support Services team is best equipped to assist with diagnostic troubleshooting, product
functionality questions, product configuration, replacement parts orders, and resolution of
product issues.
NOTE: Requests related to new product implementations, adding, or extending product
functionality, software upgrades, and user training are best handled by our Professional
Services team.
Should our support team be unable to help with the request, our team will assist with getting
you to the team that can best resolve your request.

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 Support Services Guide

Additional Available Resources

Documentation & Resources
User Guides & Product Documentation Available from Help menu within the product
Customer Community Available online: https://commandalkon.force.com
Mastery Site Available online: http://mastery.commandalkon.com
Help Portal Available online: https://help-portal.commandalkon.io

Billing & Invoice Inquiries

For questions on billing or assistance with invoices posted to your Command Alkon account,
please call 1-800-624-1872, then select Option 5 for Accounting. Email requests can be sent to
Credit@commandalkon.com
NOTE: Please reference specific invoice numbers or line items in question to expedite
resolution.

Subscription & Maintenance Inquiries

For questions related to product subscriptions, maintenance coverage, changes to existing
agreements, or renewals, please contact us at RenewalsDesk@commandalkon.com
NOTE: Please reference specific invoice numbers or line items in question to expedite
resolution.

Command Alkon Professional Services & Training

To ensure your organization is getting the most from your investment in Command Alkon
solutions, our Professional Services team provides business consulting, implementation services,
upgrade services, and end-user training.
For assistance in getting started on a new engagement or training, please contact your Area
Sales Manager who can better understand your needs and how our Professional Services team
can help.
For assistance with an upcoming, current, or recently completed project, please contact the
Project Manager assigned to your engagement.

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 Support Services Guide

Submitting a Support Request

Command Alkon provides our customers with several ways to request assistance and interact
with our Support team. Our omni-channel support offering provides an easily accessible and
convenient support experience based on customer preference. All support requests, regardless
of channel, are routed to skilled team members, based on product selection. Each support
request will result in the creation or continuation of a support case, which is used to track our
progress as we work together to resolution.

Technical Support Channels

Our most popular channel, telephone support, is available for all products during
Helpdesk hours and is accessible via our published local and toll-free numbers.
Requests made by telephone outside of Helpdesk hours are monitored and
responded to by our on-call support staff. Helpdesk hours and support
telephone numbers can be found later in this guide.

Email support is a great way to initiate a support request related to a general

question or non-urgent need. Should our support team need more information
to get started on your request, we will reach out by phone. Email support is
available Monday – Friday during Helpdesk hours, with a target response time of
within 24 hours of submission. A full list of support email addresses can be found
later in this guide.

Live agent chat support is currently available from within several products, with
plans to make Live Agent Chat more widely available in the future. Support team
members are online and available during Helpdesk hours.

Our newest offering, the Command Alkon Customer Community site provides
customers with the ability to submit, interact, and review support cases. The site
also provides additional resources to our users such as our Solutions Video Hub
and Customer Knowledge Base.

To ensure an urgent response to business critical or time sensitive issues, our

customers are strongly encouraged to use our telephone support channel.

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 Support Services Guide

Support Availability
Technical Support
Keeping your Command Alkon solutions running is very important to us. Technical support is
available 24 hours a day, 365 days a year for most Command Alkon products. Technical support
is delivered by our Global Support Team through a combination of designated Helpdesk hours
and on-call support for customers experiencing business critical or time sensitive issues. Calls
into our Helpdesk that occur outside of our Helpdesk hours will automatically route to a
designated product support voicemail. These requests are monitored and responded to by
designated on-call team members.

Email and Community support channels are monitored and responded to

during Helpdesk hours and are not actioned by on-call after hours support
team members.

Requesting Support – Important Information

To provide the quickest response to each support request, we ask our customers to be prepared
to provide as much detailed information as possible. This information will be used to build the
support case, aid our investigation, provide relevant updates, and maintain a historical record of
support related activity.

Contact Information: Who we should work with on the request:

First & Last Name
Preferred telephone number
Email address
Company name

Product Information: What product(s) the request is in reference to:

Product Name
Serial Number (Command Alkon SO#, or Manufacturer Serial Number)
Software Version

Request Information:
Detailed description of the issue or request
Timeline
Business implications / impact

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 Support Services Guide

Establishing Request Severity

Case Severity & Prioritization
When a support request is received, a support team member will be assigned as the case owner.
The case owner will work to understand and evaluate the request to establish the case severity.
Case severity is used to prioritize and establish proper handling of the request. Our teams,
policies, and processes are designed to ensure we prioritize and respond appropriately based on
the business impact of the request. Support requests within the same severity level are
processed on a first-come, first-served basis.

Severity Priority Definition Initial Business Examples

Response
Target
• Command Alkon hosted
solution or service
A Production system is down or
unavailable.
inoperable with primary
business functions halted. The
• System failure that halts
business impact is severe. 15
Critical P1 automated
Imminent threat to key Minutes
batching/production.
business or near-term business
milestones posing financial risk.
• Stored data corruption
resulting in inoperability.

• Dispatch/Batch integration is
down - inability to "stack"
tickets.

• Financial data is incorrect,

Primary business functions are inability to accurately invoice.
not halted, but considerably
impaired. Business impact is • Inability to track / monitor
significant. A workaround is 30 trucks.
High P2
available but has a negative Minutes
impact on operational • Inability to produce delivery
productivity. tickets.

• Delivery / Production data

incorrect.

• Data replication failure.

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• Intermittent issues related to

product or performance.

• Localized or limited impact

Primary business functions are
product issues.
not halted; impairment is
limited in scope. Business
• System configuration /
impact is low. Workaround
45 modification requests.
Medium P3 may or may not be available.
Minutes
Often requires localized
• Product defects with
investigation and
limited/isolated impact.
troubleshooting.
• License modifications.

• Product upgrade assistance.

• General support inquiry.

• Spare parts orders.

• How-to or routine technical

issue.
No impact on key business
120
Low P4 functions.
Minutes • Product functionality
question.

• Enhancement request.

• Cosmetic defect.

Initial Response Targets for apply to requests made via our Telephone support
channel.

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 Support Services Guide

Approved Remote Connectivity Tools / Methods

Command Alkon has made investments in two commercially available remote connectivity
solutions to support our customers’ on-premises deployments. Support team members have
access to both TeamViewer and LogMeIn Rescue tools allowing them to remotely support our
solutions, using the tool of customer preference. These products are typically pre-installed with
the delivery of your Command Alkon solution or deployed during the implementation process. If
we determine that a remote support connection is needed at the time of your support request,
but these products are not currently installed, our Support team can assist with the installation
and configuration.

TeamViewer
Website: http://www.teamviewer.com
Security Information: https://www.teamviewer.com/en-us/trust-center/

LogMeIn Rescue
Website: http://www.logmeinrescue.com
Security Information: https://www.logmeinrescue.com/resources/analyst-reports/rescue-
architecture

VPN Policy
To minimize security risks for both organizations, Command Alkon’s VPN Policy prohibits staff
members from establishing VPN connections that join Command Alkon and Customer networks.
If access to your on-premises Command Alkon products is required for support or professional
services duties, the use of our approved remote connectivity solutions is preferred and strongly
encouraged. Should your organization require a VPN connection to access on-premises devices,
Command Alkon will utilize a cloud-based virtual machine infrastructure to establish the VPN,
while also keeping both Command Alkon and Customer networks isolated from one another.

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 Support Services Guide

Case Management
Process Overview & Guidelines
Customers seeking assistance should contact our Support Services team using the available
support channels described earlier in this guide. Upon receipt of the customer request, a
support case will be created to track our progress as we work together to resolution. Support
cases are created with a unique case number that will be supplied to the case contact and can be
used for reference throughout the support engagement.

General Support: Case Status Lifecycle

From origination to closure, support cases advance through various statuses, which provide
visibility and awareness to our customers and the entire Command Alkon team.

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 Support Services Guide

Communication
Throughout the support engagement, the Support Services team will provide updates to the
customer case contact to keep them informed on the status of their request. The Support
Services case owner is responsible for communicating these updates and will provide them by
phone or email as needed. Command Alkon’s case management system will also provide
automated emails to the case contact at defined points during the case lifecycle.

Cases Requiring Customer Action

Providing solutions to support requests is often a collaborative effort between Command Alkon
staff and our customers. For some cases, the Support Services team will require additional
detail from the case contact to progress the request forward to resolution. This additional detail
could range from answers to specific questions, to the collection of log files, screenshots, or
databases related to the support request. When additional detail is requested, the case status
will be updated to “Waiting on Customer”. This status will result in email reminders being sent
to the case contact. If we fail to hear back, the case will automatically close. Although the case
might have been closed, our Support Services team is available to reengage whenever the case
contact is ready to proceed.

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 Support Services Guide

Escalation
When necessary, case escalations occur based on several factors such as severity, case age,
request type, and difficulty. Escalations are initiated by the Support Services team based on
defined processes and do not require additional action by the case contact. Escalations provide
additional visibility to specific support requests and are intended to aid in timely resolution.
Should a customer believe that their support request is not being handled appropriately, the
case contact can simply request an escalation with the case owner.

Case Resolution
Our Support team will work directly with the designated case contact until a resolution has been
provided, or the desired outcome cannot be achieved. Command Alkon is driven to provide solid
outcomes and solutions to our users. Once a case is marked resolved, the case contact will
receive an automated email which includes a description of the request as well as technical
notes related to the resolution provided. In most cases, the case contact should already be
aware that a resolution has been reached. This resolution email will also include a unique link
allowing the case contact to participate in a brief 3-question survey. The survey provides an
opportunity to confirm the resolution, provide an experience score, and provide any additional
feedback they might have about their support experience for that case.

Case Closure
Support requests can vary drastically in the level of difficulty and complexity; therefore, cases are
not automatically closed once marked as resolved. This allows additional time for customers to
test/confirm the provided solution prior to closure of the support case. If additional assistance
is needed, customers can re-engage our Support Services team to continue with the given
support request. In some situations, the Support team will arrange for a scheduled follow-up to
confirm resolution and close the support case. If no follow-up is expected, the case will remain
open for 72 hours after being marked as resolved and will then automatically close. Upon
closure (manual or automated), the case contact will receive a final email notification with the
case details.

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Support Notifications
Service Disruption, Outages, & Scheduled Maintenance Notifications
Command Alkon is committed to ensuring our hosted solutions remain highly available to our
customers. In the event of a service disruption or unplanned outage, we will make every effort
to provide updates to our customers via email. Email updates will be sent to impacted users
who have expressed interest in receiving product and support related notifications.
On occasion, Command Alkon will schedule and perform maintenance activities on our hosted
solutions to enable the latest features and functionality, while also helping to ensure our online
platforms remain secure. In most cases, these efforts will be scheduled in advance and executed
to minimize the impact on our users. Command Alkon will communicate planned maintenance
activities in advance.

Product Lifecycle

Command Alkon recognizes the importance of our products to our customers’ business and
makes every effort to protect the investments that have been made in our solutions. We are
committed to providing industry leading solutions, which at times requires us to discontinue
development and support for aging solutions, in order to focus on new innovations intended to
provide increased benefits and value to our industry. Command Alkon will provide advance
notice of any product sunsetting timelines and will work with impacted customers to minimize
disruptions to their business while assisting with migrations to replacement solutions.
Once a Command Alkon product has reached its sunset date for support, we will have very
limited ability to support those products, should an issue arise. We are committed to helping,
when possible, but cannot guarantee the availability of technical expertise or replacement parts.
In situations where we are unable to help, our Support team will connect impacted customers
with their Area Sales Manager.
Product Position Statements can be found at: https://commandalkon.force.com

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 Support Services Guide

Support Exclusions

Our Support Services team is best prepared to assist with support requests related to diagnostic
troubleshooting, product functionality questions, product configuration, and resolution of
product issues. Our solutions commonly reside within complex customer environments which
could require expertise in areas that are outside of the scope of our support offering. Although
we will do our best to help, please note that for the topics below, we could be limited in our
ability to assist.

• Network configuration & troubleshooting.

• Firewall configuration & troubleshooting.
• Antivirus configuration & troubleshooting.
• Server provisioning & performance.
• Operating system installations and updates.
• Domain configuration & user permissions.
• 3rd Party integrations & communication.
• Hardware supplied by others.
• Detection and/or removal of malicious software.
• Plant equipment
• Electrical troubleshooting (external to Command Alkon equipment)

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 Support Services Guide

Support Telephone Numbers

Argentina 0800-266-4946
Australia 1800-125-114, 1800-002-644, 1800-127-607
Brazil 0800-891-7656
Canada 877-402-6821
Chile 800-64-6379
Colombia 01-800-5-1-81077
Costa Rica 888-272-6629
Ecuador 1-999-119, 1-800-225-528, 888-272-6629
Finland 080-077-4079
France 0800-944-130
Guatemala 888-272-6629
India 0008-0044-01695
Ireland 1800-818-084
Italy 800-924-683
Mexico 01-800-563-0667
Netherlands +31(0)10 200 1000
New Zealand 0-800-461-670
Panama 0018-005-072-431
Papua New Guinea 000-861-150
Peru 080-054-252
South Africa 800-204-260
Switzerland 0800-564-064
UAE 8000-441-7409
United Kingdom +44(0) 800 783 7310
United States 1-800-624-1872, 1-205-879-3282
Uruguay 0004-019-0734
Venezuela 0800 100 8668

All Other Countries 1-205-879-3282

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 Support Services Guide

Support Email Addresses

Apex apexsupport@commandalkon.com
COMMANDbatch eservice@commandalkon.com
betonMIX
betonTEC suporte@commandalkon.com
COMMANDseries (Portuguese)
COMMANDbatch (Portuguese) suportecb@commandalkon.com
CE
supportfrance@commandalkon.com
CEC
Load Assurance (COMMANDassurance) cmdassurancesupport@commandalkon.com
COMMANDbatch CP
cpsupport@commandalkon.com
COMMANDbatch CP Bin Fill
COMMANDperformance cmdperformance@commandalkon.com
COMMANDqc cmdqcsupport@commandalkon.com
COMMANDseries cssupport@commandalkon.com
Conactive Management (CM)
Conactive Laboratorium (CL) nlsupportdesk@commandalkon.com
Conactive Process Control (CP)
Dispatch (CONNEX Dispatch) connexdispatch@commandalkon.com
Ticket Portal (CONNEX)
Insights connexsupport@commandalkon.com
Material Inventory
Haulit haulitsupport@commandalkon.com
Integra integrasupport@commandalkon.com
COMMANDbatch (Spanish) soportebatch@commandalkon.com
COMMANDseries (Spanish)
COMMANDqc (Spanish) soportecai@commandalkon.com
COMMANDperformance (Spanish)
Libra Gen3
Libra Gen3C
Libra Plantwise
librasupport@commandalkon.com
Libra Sentinel
Libra EIS
Silo Safety
MOBILEticket
MOBILEsales
MOBILEjobsite mcsupport@commandalkon.com
MOBILEcommerce
supplyCONNECT
COMMANDoptimize optimizationsupport@commandalkon.com
Integrated Trucking (Ruckit) ruckitsupport@commandalkon.com
TFleet tfleetsupport@commandalkon.com
Trackit trackitsupport@commandalkon.com
Trackit 3P 3psupport@commandalkon.com

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 Support Services Guide

Helpdesk Hours

Hours Listed in US Central Time

Apex Monday – Friday: 6am – 6pm

Sunday: 5pm – Friday: 9pm,

COMMANDbatch
Saturday: 6am – 12pm

Load Assurance (COMMANDassurance) Monday – Friday: 8am – 5pm

COMMANDbatch CP
Monday – Friday: 8am – 5pm
COMMANDbatch CP Bin Fill

COMMANDseries
COMMANDperformance Sunday: 5pm – Friday: 6pm
COMMANDqc
Dispatch (CONNEX Dispatch)
Ticket Portal (CONNEX)
Monday – Friday: 7am – 5pm
Insights
Material Inventory

Haulit Monday – Friday: 7am – 5pm

Integra Monday – Friday: 6am – 5pm

Libra Gen3
Libra Gen3C
Libra Plantwise
Monday – Friday: 6am – 4pm
Libra Sentinel
Libra EIS
Silo Safety

MOBILEticket
MOBILEsales
MOBILEjobsite Monday – Friday: 8am – 5pm
MOBILEcommerce
supplyCONNECT

COMMANDoptimize Monday – Friday: 7am – 5:30pm

Integrated Trucking (Ruckit) Monday – Friday: 7am – 5pm

TFleet Monday – Friday: 8am – 7pm

Trackit
Monday – Friday: 6am – 6pm
Trackit 3P

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