We built nChannel to make integration accessible to retailers and wholesalers of all sizes. Today, we manage hundreds of connections and process millions of transactions for B2C and B2B merchants.
Our proven onboarding process focuses on ensuring we work within your timeline to configure our integration software to your specific needs. Our team of experts will guide you and your partners through a step by step process to capture your business requirements, map data flows, and test your integration before turning on your account on our platform.
Step 1: Project Kick-off
Our team will schedule a kick-off call to start the onboarding process and define roles and responsibilities.
Step 2: Requirements Workshop & Acceptance
You and your technology partners will work with our team to define specific configuration parameters for your integration. Our goal in this step is to document a shared definition of success.
Step 3: Configuration
Based on your requirements, our onboarding team will configure your account on our platform leveraging our pre-built connectors to integrate your systems.
Step 4: Testing
We work with you to test your integration. You’ll see your integration in action and be able to move data yourself. Our goal is to give you confidence that your integration complies with your requirements.
Step 5: Project Completion
We’ve reached all the milestones and met all requirements. You’ll be introduced to our team that will manage your ongoing success. You may still have work at this point, but they’ll be ready to turn on your integration when you are.
An integral part of what nChannel offers our customers is our commitment to support services, which complement the automated data integration that our iPaaS (integration platform as a service) products provide. Behind the nChannel platform is an educated support team, who are experts in integration and how to effectively use our products to solve your evolving business problems.
We welcome you and encourage you to leverage the nChannel Support Team! System integration is an ongoing effort that is still technically complex, sometimes even confusing or frustrating. As your business grows and operations become more demanding, our support team is here to work with you to navigate those technological challenges as they come.
nChannel support is available through the following contact methods. These are available for submitting tickets to our support team. Responses and resolutions to tickets will occur according to the policies laid in our Support Services and Policies.
Method Availability Details Phone 24x7x365 For phone support, call 1 (844) 533-1333. During active business hours, described below, this will direct to the Support Team. After business hours, an answering service will accept tickets and contact the team according to severity. 24x7x365 To log a ticket via email, send all details to firstname.lastname@example.org. This will automatically log a ticket in our support portal, which will be reviewed, prioritized, and resolved based on severity. Support Portal 24x7x365 The nChannel support portal allows you to submit and view past tickets. Navigate to help.nchannel.com and click “New Support Ticket”, next to the search bar.
Active Business Hours
During nChannel’s active business hours staff are prepared to accept incoming requests and address them per their severity. After business hours, requests are accepted and triaged. Urgent tickets are escalated to be addressed according to the SLA. Active business hours are Monday through Friday, 8:00 AM to 6:00 PM Eastern/New York time.
Please download our nChannel Support Services and Policies to review full details on how to leverage nChannel’s support services.
As your business grows and operations become more demanding, nChannel offers a premium level of service to those merchants who want to ensure real-time data delivery around the clock. nChannel’s Managed Services offering extends beyond the defined Support Services to give our subscribers the comfort of knowing that they have the right data when you need it. nChannel can provide additional support services such as:
- 24x7x365 data monitoring
- Proactive alert services
- Proactive retries on failures
- Data backup and recovery
- Data validation
- Proactive notification on new releases and patches
- Help desk support for internal users
- Master data loads (customer, item, supplier data)