Applicable to the following Sastrify plans:

Legacy*EssentialsProPlatinum
✔✔✔✔

* Legacy includes all plans signed prior to November 1, 2023 and labelled as "Starter", "Advanced", "Professional" or "Enterprise".

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Sastrify Support feature enables our customers to  request support about our platform, as well as track the status of procurement involvements.


The Support tab can be found on the left sidebar in your Sastrify account, as shown below:


Sastrify App Support


Use this tab if you have an issue to report or feedback to share with regards to the platform. The process is described below:

  1. Select the type of request: Report an Issue, General Question, Give Feedback or Other.
  2. Add a comment describing the reason for your request.
  3. If necessary, add available documents or screenshots to describe your request in more detail.
  4. Once the request is submitted, our Customer Support Manager will come back to you as soon as possible.


Procurement Involvements


If you have requested Sastrify's support in one of your Procurement Initiatives, you can track the status of that request here as well, under Procurement Involvements.
  • Once a request is created, the ticket status is automatically set to Open.
  • When the ticket is being addressed, the status changes to In Progress.
  • After the request is resolved, the ticket remains in this tab with a Closed status, allowing you to track the entire history of your requests.


In some cases, Sastrify will need additional information or actions from your side to close a ticket. This can be identified via Procurement Stages indicators. Once the indicator is orange, as shown below, additional input is required.



The possible stages are:
  • Capture your business needs
  • Awaiting vendor meeting acceptance
  • Negotiation in Progress
  • Benchmarking in Progress
  • Proposal reviews by you
  • Your Legal & Security Review
  • Awaiting your signature
  • Proposal Rejected
  • Proposal Accepted


Please not that any documents submitted to Sastrify during a Procurement Involvement are not automatically transferred to a subscription. You can upload the documents to a subscription in two ways: 

1. Manually: download the documents from the Procurement Involvement, then upload them in the Document tab within the respective subscription.

2. Semi-manually: download the documents from the Involvement, then upload them with the documents within the original Renewal or New Purchase Initiative in the document section. Upon renewal or activation of the tool, the documents will be automatically transferred to the subscription.


 How long does it take for Sastrify to answer and close the ticket?


Once the request is created and submitted, Sastrify will contact you within one business day. The ticket is closed once the reason for the request has been addressed. Sastrify will also close the ticket in case of not receiving a response within 2 to 3 weeks.

Sastriverse

In addition, from this tab, you can follow the link to the Sastriverse. There, you can access the Knowledge Base, which contains articles about everything Sastrify, as well as our Academy, where you can find various trainings and certifications.



You might find these articles and videos relevant:
• How to request a new tool, track your initiatives or approvals
• Involving Sastrify in your Procurement Initiatives
• Beta: Multi-vendor Procurement Initiatives
• How to request a new tool, track your initiatives or approvals (VIDEO)
• Involving Sastrify in your Procurement Initiatives (VIDEO)
• Sastrify Support: track procurement involvements and request support (VIDEO)


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