SUPPORT
Onboarding, support and how set-up works.
Updated
Launch is managed: SmartFACT sets up your first workflow with your team and stays close while it runs, so problems are fixed fast. This is what that means in practice.
How a product starts
Tell us about one workflow. While SmartFACT is in early access, we arrange a demonstration of the real application with fictional data, enable your organisation and named people through SmartFACT Accounts, and set the first workflow up with you: one site, one stockroom, one crib, one product family or one order source, as each product's page says. Your team practises in a sample site before anything real is entered. From then on your organisation runs the product itself, on the free tier until its use passes the tier’s thresholds or you want support or development.
We do not quote a number of days. The first workflow is live when it is right, and that depends on your data, your hardware and your people's time more than on the software.
Support with each paid plan
Every paid plan includes support by email and ticket during UK business hours, for configuration, data imports, printing and the questions that come up in the first months. More, such as agreed response times or help outside those hours, is by agreement. SmartFACT Help, at help.smartfact.ai, has written guides and interactive demonstrations of every product for operators and office staff, and is free to read.
What you need on your side
Someone who knows the rules and can describe them. A reviewer who can approve them. For floor products, a station with a browser and a barcode scanner, and a printer for the products that print. No developer is needed unless you connect your own factory software, in which case your developer or software partner provides the endpoints we specify.
Countries and languages
SmartFACT is made and supported in the UK, in English, and can be used anywhere. ParcelOffice books the major UK couriers, so it is for despatch from a UK site. Set-up is agreed individually, wherever you are.
Common questions
Do you offer training?
The first workflow is set up with your team, and SmartFACT Help has guides and demonstrations for every role. Further training is by agreement.
Can we use a product at more than one site?
Products that work site by site start with one site. A second site is agreed as the first settles.
How do we get help once we are live?
Email or ticket, in UK business hours, with the paid plan. The product's Help pages are always there.
Something here does not match what you have read elsewhere? Write to [email protected] and we will put it right.
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