Last Yard will provide Level 3 support staff and use Fresh Desk to maintain a log of all reported incidents. Please note that Level 1 and Level 2 Helpdesk support is provided by the Customer.
Responsibility Summary:
| Support Level | Responsibility | Examples |
| Level 1 Support | Customer; Last Yard suggest stores collaborate internally first, use state BDM and champions to answer questions. | - Best practices, how to print a ticket, how to search for a ticket |
| Level 2 Support | Customer IT Helpdesk/support team | - Data is missing or not correct on a ticket. - Tickets delayed in being received - Slow internet - Not able to print - User logins |
| Level 3 Support | Last Yard | - Customer Support team has investigated & verified all data has been sent to Last Yard correctly but the ticket is still displaying incorrect data. (eg; data sent to LY is correct a but what is appearing in LY is not correct) - Last Yard Platform issue; site down. - Store removals or additions |
Contacting Last Yard Support:
Once all triage is complete at the customers end and they are not able to resolve the issue, the support team will need to send through a ticket to Last Yard support; support@lastyard.com
Please ensure as much detail, including the already completed steps your team has taken to triage, links to batches, screenshots etc are included on the ticket. Not providing enough detail initially may mean the team needs to revert back and thus delaying & their ability to assist you and resolve the issue.
Please also review this Help Centre article: Contacting Last Yard Support
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article