Our Setup and Ongoing Support Process
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Control
At the end of the setup process, we give you full control of your website. You can make changes anytime, from anywhere. We're always here to help and assist you. We understand that we must earn your business each and every month.
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We have streamlined the registration and setup process to have you using our services easily and quickly. RegistrationOur registration process is online. It's a simple process where we ask your name, email address and a password. Then you choose the services you want. We'll be immediately notified and we'll begin the setup process. Although not required, if you would like a paper agreement that we both sign, please print and sign our winery agreement pdf file, then fax it to us. We'll then sign it and fax it back. SetupWe'll contact you and email you some checklists and forms, based on the services you have selected. These forms tell us the features you want, where you ship, how you calculate discounts and shipping costs, the email accounts you want, etc. We'll also discuss with you the benefits and limitations of your existing website and any design changes you may want incorporated into your new site. We can work with your graphic designer or we can use our designers to create or redesign your website look, if necessary. While you're working on the forms, we'll copy existing content to the new site and copy over (or create) your website design (while respecting any copyright issues of your existing website provider). We typically have the initial site ready for review within a week or so. You'll then be able to review the new site and monitor the setup progress. TrainingAs part of the setup process, we'll provide personalized training to walk you through our content management system and allow you to make some changes. We'll also create some test orders and guide you through processing the orders. The training session(s) are conducted online, where you can view our computer screen. Our goal is to make you feel comfortable with the administration of your website and e-commerce service. Our customers have found our administration pages easy-to-use, and a short orientation session is all that is typically needed to gain that confidence. As part of our initial setup fee, we provide personalized training based on the registered services:
Additional training is provided during our Tuesday Talk sessions and our growing library of training videos. Additional, personalized training for staff turnover, etc. is available for an additional fee. Going LiveWhen you're happy with the new site, we'll point your domain name to the new site on our servers, and you're up and running. Ongoing SupportOnce your new site is live, you're in control and we play a supporting role. Don't worry, we're never more than a phone call or email away. We stand ready to help and assist you. Software tool supportWe provide technical support during an extended weekday schedule (6AM-6PM Pacific, Monday - Friday). If you have issues or questions, email anytime. If you would rather phone, please call 888-236-0058, option 1 during our support hours. Our standard response time for non-emergency issues is one business day, although most of our clients can attest that we're usually much faster than that. Emergency issues, which we define as an issue that prevents a customer from ordering your wine or prevents you from taking an order in our POS system, are addressed as soon as we are informed, 7 days a week. We also provide an extensive online help system that is continually updated based on client feedback. We also have a growing library of training videos. We regularly email newsletters as we add new features. As enhancements are deployed, we record them on our enhancement page. You can also subscribe to our blog, Facebook page and/or Twitter feed so you are informed of all the things going on at WineWeb. Additional assistance for other activities are requested through myWineWebmaster. Server & network supportWe provide 24x7 monitoring of our server infrastructure. We have implemented multiple layers of redundancy and fail-over to ensure than any downtime is minimized. We and/or our hosting company are notified of any issues and we work around-the-clock to resolve them. Our servers are located in a professionally managed data center. We understand the importance of infrastructure security, redundancy and controls. More details are available in the Data Center Infrastructure section of the Hosting Details page. Become a part of the WineWeb family of wineries. Register for our services.
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