ServiceChannel.com FAQs

ServiceChannel Help Desk Hours of Operation:

Monday - Friday: 24 hours |Saturday: 9 AM - 5 PM EST

ServiceChannel's Call Center is available 24 hours a day, 7 days a week.

ServiceChannel Service Level Agreements:

Templates

Template creation requests are created within 3-5 business days. Should a template require advanced processing, ServiceChannel Support will communicate the progress with you every business day, until the template is completed.

Template processing requests are processed in 1 business day. Should the template processing request be extremely large, or has either errors or permission issues, ServiceChannel Support will notify you regularly until the template is processed.

ServiceChannel Priority Levels

Normal

Regular support issues such as system questions, changing settings, or updating information. Upon contacting ServiceChannel Support, you will receive a first response from an agent within 1 business day of us receiving the request, with continuous updates every 48 hours until the issue is resolved.

High

System performance issues such as speed issues.Upon contacting ServiceChannel Support, you will receive a first response from an agent within 2 business hours of us receiving the request, with continuous updates until the issue is resolved.

Urgent

Urgent requests are monitored during and after business hours.

Rare occurrences when the system or a specific functionality is unavailable. A notification is posted on ServiceHealth and an email notification is sent to the opt-in distribution list immediately. Upon contacting ServiceChannel Support, you will receive a first response from an agent as soon as possible, with an explanation of the issue and an estimated time on when the issue will be resolved.

At ServiceChannel, our goal is to provide you with the best user experience. Below is a list of the supported desktop browsers, system requirements, firewall settings, and email domains / whitelisting.

Desktop Browsers

ServiceChannel is tested against and supports the following browsers, provided that JavaScript and cookies are both turned on:

Google Chrome (current version)

Mozilla Firefox (current version)

Apple Safari (current version)

Microsoft Edge (current version)

Internet Explorer 11

Please note that although we strive to satisfy complex requirements of our customers, we cannot continue to enhance our product and still support old versions of the browsers.

Mobile Web Browsers

ServiceChannel can be viewed through a mobile browser on your iPads, iPhones, or Android smartphones using the following systems:

iOS 7 or later

Android Jelly Bean or later

Chrome and Safari browsers

System Requirements

ServiceChannel works best on systems with the following minimum system requirements:

Any operating system capable of running the list of officially supported browsers

1 GB or more of RAM

An Internet connection of at least 256 Kbps (typical DSL connection) or higher

Firewall Settings

ServiceChannel uses multiple web servers with dynamically assigned IP addresses. The firewalls should be set up to allow outgoing traffic to any URL that contains servicechannel.com and fixxbook.com:

*.servicechannel.com

*.fixxbook.com for the following protocols:Port 80 standard http traffic (http)Port 443 secured http traffic (https)

Email Domains and Email Addresses

The following ServiceChannel email domains and email addresses are used to send work orders, alerts, and other notifications. Please be sure to whitelist these addresses (see Whitelisting, below ) and adjust your email distribution to be able to receive emails from the following ServiceChannel domains:

Email Domains:

amazonaws.comamazonses.comfixxbook.comscalert.com used to send service requests, proposals, RFPs, invoices, and other alertsservicechannel.comservicechannel.net used to send work order notes and planned maintenance (PM) dispatch emails

servicechannel.net: used to send planned maintenance (PM) dispatch emails and other alerts, as listed below:

[email protected]: Planned Maintenance (PM) dispatch [email protected]: Database email alerts (Auto Invoice Error, Active Client List, SC Billable Store Count Alerts, etc)

scalert.com:used to send service requests, proposals, RFPs, invoices, and other alerts, as listed below:

[email protected]: Service Request from the web (Classic Service Request), Service Request from S2E, Service Request from Dashboard, Reassign WO, Cancel WO, WO [email protected]: Proposals (proposal submittals, proposal assignments, proposal approvals/rejections)[email protected]: RFPs (RFP submittals, etc.)[email protected]: Invoices (invoice approvals/rejections)[email protected]: Other alerts (ETA alerts, feedback alerts, unsatisfactory alerts, etc.)

wonote.servicechannel.net: used to send work order notes

[tracking#]@wonote.servicechannel.net: For example, to send a work order note to Tracking# 51341535, send/receive emails would go to/come [email protected].

Email addresses:To ensure you are receiving the latest news from ServiceChannel, please add the following email addresses to your contact list in your email program:

[email protected] [email protected]

Whitelisting

A whitelist is a set of rules added to a spam-filtering system or email system to allow emails into an organization. Through this process, you grant permission for our emails to be delivered to your inbox.

Issues in receiving ServiceChannel emails might be due to a bounce back from your distribution. This results in an email domain suppression. Should one or more emails in your alerts bounce back to us as "unable to deliver,"our outgoing email service places the domain on a suppression list, preventing new emails from being sent to you. In order to resolve this issue, you mustwhitelistall of the above ServiceChannel email domains.

There are several ways to whitelist emails from ServiceChannel, depending on your companys spam-filtering solution. Your internal team can work with you to determine the best method for your email system.

We recommend and support whitelisting using the following techniques and technologies:

DKIM (Domain Key)

SPF (Sender Policy Framework)

Sender ID

Signed-By email header

Server address (Mailed-By)

From address

Once ServiceChannel domains and emails are whitelisted, please notify Contractor Support at [email protected] so an agent can request the removal of the affected emails from suppression. It is important to complete the whitelist process prior to the request, as any subsequent bounce backs will place the emails back on the suppression list.