Following launch, Onboarders are available for two weeks to fix customer-reported implementation bugs that fall within project scope and transition customers to post-launch support.
Post Launch Onboarder Support
A two week post-launch support phase is included in Nyla Partner Onboardings, during with the Onboarder is available to address post-launch requests.
At this time, the Onboarder will address any;
- Newly discovered implementation bugs, meaning errors in configuration of site features included in scope as defined in the Requirements Sign Off
- QA tickets that the customer and Onboarder agreed were post-launch items and within project scope
- Remaining site management questions or required additions to the Handover Materials, so the customer has all the resources they need to self-serve their sites after this post-launch Onboarder support phase.
The Onboarder will partner with Nyla Customer Support on any;
- Platform bugs/glitches
The Onboarder is not responsible for;
- New design requests, which are addressed as Post-Launch Experts Projects
- Requests outside of project scope as defined in the Requirements Sign Off
- Standard Nyla management and self-serve questions, which are addressed by standard Nyla Customer Support
Post Launch Nyla Support
After these two weeks of post-launch Onboarder support, or for standard Nyla management and self-serve questions, customers will use the Nyla Concierge chat window, located at the blue icon in the bottom right of the Editor. Chat is staffed by the Nyla team, 9a-5p EST, Mondays through Fridays excluding federal US holidays.
If customer need help outside of those hours business hours, please direct questions into the same chat window or email support@nyla.app, which will file a ticket that a Nyla concierge will reply to during the next business day.
Please be sure to include as much information as possible when submitting inquiries-- include which page and section are affected, what should be happening, what is happening, and include a screen grab or preferably a screen recording so Nyla Support can clearly identify and diagnose the inquiry.
Post Launch Experts Projects
For requests that fall outside of launch scope as defined in the Onboarding Requirements Sign Off, Nyla customers have access to Nyla's network of freelance ecommerce Experts for a la carte projects.
These contracted Experts include;
- Nyla Configuration Experts & Platform Builders
- Data, Analytics, and GTM Experts
- Conversion Rate Optimization and Ecommerce Strategy Experts
- Design and UX Experts
Nyla builders are available to customers at special discounted rates for full-service ecommerce needs. To request an introduction, please email support@nyla.app with a brief of the requested project, and the Nyla team will connect you via email with further instructions.