Dear customer, We have an important update for you regarding our data centre migration initiative and the announcements made on the Puzzel Admin portal August 31st.
A piece of information to our customers that has happened or about to happen.
Puzzel conduct scheduled maintenance every second Tuesday. However some windows may be scheduled for alternative Tuesdays due to Bank Holidays. The maintenance commences at 20:00 and is completed by 02:00 (CET). Please find below our planned maintenance windows.
As our product portfolio and solution architecture evolves and changes with the times, older products and services will have to be decommissioned for better alternatives.
In our maintenance notifications we refer to the term General maintenance, which may include security patching, software & firmware upgrades, failover/redundancy testing, capacity expansions, certificate updates and equipment replacement. During a general maintenance window the following scenarios may be experienced by customers:
Save where otherwise stated, capitalised terms used in this SLA have the meanings given to such terms in the Puzzel Terms and Conditions applicable to this SLA. 1. This SLA describes the support of this Service by Puzzel following the Service Start Date.
Our Support Team never sleep, and you can report critical problems to us 24/7. Non-critical problems, changes and information request are mainly handled through normal working hours. Please find below our opening hours and contact points. Opening Hours:
The Connect Client is continuously being upgraded with improvements and new features. The most recent version available is 1.18.1. We urge your company to upgrade to this version as soon as possible to take advantage of the improvements and new features. As previously announced, we will cease support for versions older than 1.12 during 2016.
The contact centre solution allows the agent to receive an email through queue. This email can be opened either in Outlook Web App or the Outlook client.
Puzzel will soon decommission the SOAP API endpoint at https://wsconnect.intele.com/WebServices3/PulseAgent.svc.
Puzzel will soon decommission the current server in use for email in queue. This will be replaced by API methods that provide the same functionality. Customers that use the existing system must therefore migrate to the new system. This will affect all customers that: