This manual describes how support is provided to our customers throughout their subscription period.

Ongoing support and maintenance are included in the final price in Retail Planning edition for the entire duration of the contract. This ensures continuous access to our support team, updates, and assistance with any issues that may arise.

Support is primarily provided through online meetings in MS Teams. Especially at the beginning of the cooperation we schedule several meetings, ideally 1-2 per week, to go through the basic topics during the training sessions together.

After that, everything is tailored to the customer's needs. You can write to the MS Teams group at any time, someone from support will respond or schedule an ad hoc call. 

In addition to personalized support, we provide access to a range of self-help resources. This includes online manuals and video tutorials, which are publicly available on our website. These resources are continually updated to ensure that users always have the most relevant information at their fingertips.

Setting up an MS Teams Group

Once you have agreed with us that you want to start using Quant, we will create a group on MS Teams, where we will add all members from your company who will be working in Quant, as well as all members from our team who will be providing you with support.

At the beginning, please confirm that you see the welcome message from us so that we can be sure that the communication channel is working. If you have any problems setting up the group conversation, please contact us.

MS Teams Group

Do not forget to turn on the automatic notifications for this team so that you are notified when someone writes a message here.
Channel NotificationsChannel Notifications 2

How to write questions?

You can write any question to the team at any time. Someone from our team will take care of it and respond.

Basic principles:

• • Please send all questions to the shared group created for this purpose and do not try to contact anyone directly, as they may be on vacation or on a work call. You will get a response much faster if you write to the group chat, where many of our colleagues are available.
  • Always start one thread for each topic so that multiple topics can be discussed at the same time and questions don't get lost in a long conversation that is difficult to follow. If you have additional questions on the same topic, add them to this thread by clicking the Reply button. If you have a completely new question, start a new conversation thread.

• Questions should be as clear as possible (include screenshots) and specific (always clearly identify the planogram, store, product, etc.). For questions related to a specific planogram, project, store, etc., please share the bookmark you create in Quant.

You can read more about how to ask questions correctly and create bookmarks in the manual Bookmarks and Reporting Requirements.

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