Other Notes

Process Updates

At Aurora Commerce we continually review our documentation and processes as well as listen to the needs of the Agencies and Clients that we provide for. As such, from time to time we may issue updates to our Work Processing model.

Escalation Process

Should you feel that you have not received the service that you were expecting or in need of from Aurora Commerce then please use our Escalation Process to obtain the desired resolution, and the designated team members will be happy to help you out.

Why we do not use 3rd party work processing systems:

There are some key reasons why we do not utilise 3rd party work processing systems for Agencies and Clients, and also why we do not, and are unable to open up our own internal work processing and ticketing system to give full access to Agencies and Clients:

• We do not use a 3rd party system that is Agency compatible due to the required system that we already utilise for our own work processing, ticketing, tracking, and monitoring purposes. We need a system powerful enough to handle our development and internal workflow processing model; this is a priority to ensure that we offer the very best overall product possible, over using a universal system that other, multiple parties can work with us on.
• We are not at liberty to fully open up our work processing system or to allow direct tie-ins into our system as a work processing management tool for Agencies: Agencies would likely find it not suitable feature wise, and certainly not ideal for the management of their work with Clients.
• We do not say that an Agency cannot use any 3rd party work processing tool as they see fit with their Clients, however, our team would not access this tool, nor can we tie it into our system directly, as we cannot have multiple tools being used by our team; this is not a viable, nor a future proof way of working for us.
• We cannot be held accountable for an Agencies administration on a 3rd party system. The Aurora Commerce team will issue responses in the format by which we work, for your Agency to manage as required with any 3rd party system.
• We please ask that should an Agency utilise a 3rd party workflow processing system, that at the junctions we define, we are issued extracted data for workload processing in the format that we require.