By Sandy Froonjian
If you have read the previous API blogs, you should have a good understanding by now of what is involved in the integration process here at PCI. But what happens after the integration process is over? Do we just say good-bye to our client and never interact with them ever again? Of course not! There is still a lot involved in the post-live support with our clients. PCI’s API team is available to any client with an active integration with PCI.
After a client’s integration is live, we have a final close-out call called the Dashboard Review. This meeting is dedicated to explaining how to navigate the Astrata Dashboard, a platform created by PCI. Astrata acts as a separate front-end interface to Costpoint and is connected to each client’s Costpoint system. It includes a module called the Dashboard Monitor, which every client can access. Through a red-light/green-light system, clients can easily view the status of every integration run and identify any errors. They can also expand each run to see the specific data processed and any associated errors.
The API team can create a personal Astrata account for all client team members. Plus, we can make multiple accounts for each client. Another nifty feature is each account can be configured to receive email notifications whenever an error occurs, eliminating the need for daily logins. Say goodbye to unnecessary hassle and stay on top of any issues with ease.
On our dashboard, clients have two convenient options to submit support tickets. The first option allows clients to easily inquire about specific logs and error occurrences. Submitting a support ticket automatically references the corresponding log, ensuring our API teams have all the necessary information.
The second option grants clients a platform to address any general questions, comments, or concerns about their integration. Whether it’s a broad issue or a request for modifications, clicking the “Support” button at the top allows clients to describe their needs in a convenient form. Rest assured, support tickets are promptly sent as emails directly to our dedicated PCI API team, with the developer of your integration being notified accordingly. Expect a response within 24-48 hours, although our goal is to reach out within a few business hours.
As you can see, whenever the API team finishes working with a client, we are never fully disconnected from them. We are simply just a click away if the client ever has a question or needs an update to their integration.
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