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Technical Support

What is 'data load' or 'data migration'?
How can I see how my used support minutes were used?
Can I request to speak with a specific technician?
Can I request a specific call-back time when I open a support call?
Can I use my training plan to speak with a technician?
Who do I need to speak with to purchase more minutes?

Implementation/Training

What is an Implementation Specialist?
What should I do if I have a question or need information before my next scheduled session with my Implementation Specialist?
What is a GO LIVE?
When should I GO LIVE?
Do I still need to have an accountant?
How long is my Implementation going to take?
What is a Project Plan?
What do I do if I cannot make an Implementation appointment?
I have forgotten how to access my custom curriculum to see the videos. What should I do?
Can I use my support plan to speak with a trainer?
I am on a maintenance contract and would like to schedule time with a trainer. Is this included?

Programming/Development

How do I suggest an enhancement to my Windward Software product?
I suggested an enhancement. How will I know when it gets done?
I might consider paying for an enhancement to my Windward Software product, so what do I do?
Why do I have to pay for a Vision and Scope and what is it?
My Paid enhancement now requires an SRS. What is an SRS and why do I need one?
There was a Beta Agreement attached to my SRS. Why do I need that?
How long will it be before I get my Paid enhancement?
How do I find out what changes were made to the new version?

Hours of Operation

Between what hours are your technicians available?

Upgrading

Does everyone have to be logged out of System Five in order for me to update/upgrade?
I hear there is a new version of System Five available. Do I have to upgrade?
Can I upgrade by myself or do I need a Windward technician to help me?
I want a Windward technician to perform the upgrade for me. Will I be charged for this?
Should I perform a back-up before upgrading?
Do all users have to be logged out of System Five in order to upgrade?
How long will the upgrade take?
Is upgrading going to 'break' or cause problems to my system?
I'm sure the upgrade has caused issues in my system. Do I have to buy a support plan in order to speak with a tech?
Will all of my stations upgrade automatically, or do I have to upgrade them one at a time?

Licensing

How can I get a copy of my System 5/Speedy POS/Speedy POS Plus license file and instructions on how to install the license codes?
How can I get a copy of my Pervasive license code?

User Forum

How do I log into the User Forum?

Technical Support


What is 'data load' or 'data migration'?

This is the process of transferring information (data) into System Five (or other Windward Software Inc. product). Data is defined as customers, suppliers, and inventory items. The method of transferring the data can be one of the following: a) a manual entry of each record - "record" being a single customer, supplier, or inventory item, or b) importing a file -"file" being a list of many records. The manual entry or preparation of the data file is an activity completed by you; however the steps to complete either of these tasks will be reviewed with you by your Implementation Specialist


How can I see how my used support minutes were used?

You can view your support usage at any time by visiting your online myWindward account. Once you have successfully logged into your myWindward account, you will follow these steps to view your support usage history:

1. Click on "display support usage". This is found on the right-hand side of the screen, in the yellow banner.
2. Click on the support plan that you wish to review (the most recent plan will be at the top). The plan will open up to provide a list of support calls.
3. Roll your mouse over a specific call to view the applicable call notes.

If you have not already been set up with myWindward, please visit http://mywindward.wws5.com/ and enter your email into "first time here?" Once submitted, you will receive an email at the address you specified with instructions on account activation. If you experience any difficulty with this activation, please contact Customer Service for assistance at 1 (800) 663-5750 or via email to customerservice@wws5.com.


Can I request to speak with a specific technician?

The best way to ensure that you speak with a specific technician is to schedule an appointment with that technician via our Support Coordinator. Without an appointment being scheduled with that specific technician, your call will be assigned to a technician who is familiar in the area of the software for which you need assistance. If you prefer not to schedule an appointment, our Support Administrator will indicate your preference when your call is being opened; however call assignment will be based on technicians' availability and call volume.


Can I request a specific call-back time when I open a support call?

You may advise our Support Administrator of your preferred call-back time, however unless an appointment is scheduled via our Support Coordinator we are unable to guarantee the time that a technician will contact you. Our technicians work off of a queue-based system, and the Support Administrator will advise you of the estimated call-back time (date only) when you are opening the support call. If it is necessary for you to speak with someone at a specific time, it is recommended that you contact our Support Coordinator to schedule an appointment.


Can I use my training plan to speak with a technician?

No - a support plan or maintenance contract is required to speak with a support technician.


Who do I need to speak with to purchase more minutes?

To purchase support plans you may speak with either Reception or your account manager. You may also purchase a support plan via our Support Administrator when you call in to open a support call. We recommend speaking with your trainer/Implementation Specialist directly to discuss the purchase of training/implementation time.


Implementation/Training


What is an Implementation Specialist?

Implementation Specialist is the Windward Software staff member who will see you through your Implementation, coaching you on the processes within the software and ensuring that all necessary activities are coordinated and completed.


What should I do if I have a question or need information before my next scheduled session with my Implementation Specialist?

1. You can send an Email to your Implementation Specialist asking the question or indicating that you require assistance. In most cases, your question can be answered by a return Email, but expect a one day turn around for your response. Typically this will be less, however it is dependent on your Implementation Specialist's schedule with other clients.
2. You can call and leave a message for your Implementation Specialist and as time permits, a return call will be placed to address your question. Your Implementation Specialist may have another specialist return the call if this can get the information to you quickly.


What is a GO LIVE?

This is the date that System Five (or other Windward Software Inc. product) will be used for all daily transactions that occur in the regular running of your business. Point of sale transactions being entered real time, or as they are taking place, is the best example. Other transactions will include purchase orders, receiving product, entering supplier bills, issuing checks, and banking transactions.


When should I GO LIVE?

Going live at the beginning of a new month is recommended, to ease the transition of financial information. This allows monthly reporting to remain intact in your previous system for the final month before GO LIVE; and similarly the first month and onwards in System Five.


Do I still need to have an accountant?

Regardless of your skill level in accounting, having an accountant to consult with and to prepare annual tax returns is suggested. Your Implementation Specialist is not a certified accountant, and although you will be instructed on processes within System Five to complete accounting transactions, we cannot recommend methods, or consult with you on financial issues.


How long is my Implementation going to take?

The full process of implementing the software can take weeks, sometimes months. The work effort required is primarily yours and therefore the amount of time that you can commit to the project will be a key factor in how long the entire project will take. A typical time period to reach GO LIVE is 6-8 weeks. The post implementation period - consisting of following up with you to ensure a smooth transition - will usually run for 3 months. Implementation has a maximum duration of 6 months.


What is a Project Plan?

After initial consultation with you to identify the necessary activities, a document is prepared outlining what will take place and who is responsible for the activities. It will also include the completion dates of these activities in order to reach GO LIVE. This document will be presented to you for approval, upon which you will begin implementation.


What do I do if I cannot make an Implementation appointment?

Call your Implementation Specialist to reschedule. A scheduled appointment with your Implementation Specialist can be rescheduled without incident 24 hours prior to the appointment. If you are unable to give sufficient notice a $50.00 cancellation fee is chargeable. As unforeseen circumstances in life occur, your Implementation Specialist may need to reschedule, and if the same 24 hours notice is not given, a $50.00 credit will be applied to your account.


I have forgotten how to access my custom curriculum to see the videos. What should I do?

Go to the website http://mywindward.wws5.com/. The login information is your email address (the one that you provided to Windward Software Inc.), and you would have previously created your own password. Once logged in you will select the link for Custom Curriculum. If your username (email address) or password is not being accepted, please contact your Implementation Specialist or email customerservice@wws5.com for assistance.


Can I use my support plan to speak with a trainer?

No - an implementation solution or training plan is required to speak with a trainer/implementation specialist. Support plans cannot be used within our implementation/training department.


I am on a maintenance contract and would like to schedule time with a trainer. Is this included?

A maintenance contract does not include training time. It does include access to our online self-help, which includes training videos and extensive online self-help documentation. To work with a trainer you would be required to purchase a training plan or implementation solution. To do this, it is recommended that you contact your trainer/Implementation Specialist or account manager. Alternately, you may speak with Customer Service and we can redirect your request as necessary.


Programming/Development


How do I suggest an enhancement to my Windward Software product?

The simplest way to suggest an enhancement to System Five, or any other Windward Software Inc. product, is to use our online Feature Request mechanism. Simply fill out the form and select "no, it's a suggestion only" for the "are you willing to pay?" option. A reply will be issued by email once the request has been reviewed. While there is no commitment made on the behalf of Windward Software Inc., these requests do get reviewed for inclusion when we are doing development on associated areas of our software products.


I suggested an enhancement. How will I know when it gets done?

When your enhancement request was entered into the Windward Software ticket system, your company name was attached to it. If others make the same request, they are attached to the ticket as well. When the enhancement has been completed, an email will be sent to everyone who was attached to the ticket so that all those interested in the enhancement may download an update. At any time, you may go to the Windward Ticket Tracking Center to review the status for any enhancement ticket to which you have been attached. To do this, simply log in to myWindward (http://mywindward.wws5.com/) and click on "display ticket info".


I might consider paying for an enhancement to my Windward Software product, so what do I do?

There are a couple of ways to request a paid enhancement to Windward Software Inc. products. Just like suggesting an unpaid enhancement, our online Feature Request mechanism can also be used to initiate a paid enhancement. Simply fill out the form and select "yes, we desperately need it" for the "are you willing to pay?" option. Another way to request a paid enhancement is to contact your account manager.


Why do I have to pay for a Vision and Scope and what is it?

Before any enhancement detailed design work can begin, a Software Requirements Analyst must document the basic requirements and complete a Vision and Scope document. The main goals of this process are: to identify the problem or business need, establish an overall estimated ballpark cost, establish the Software Requirements Specification fee, compile a very basic software development plan and determine whether or not to proceed any further.

The Vision and Scope process can consist of talking with a business representative, consulting with third party vendors, attending development meetings, and reviewing the Windward Software programming ticket database. Equipment needs, if any, are also identified at this time. In most cases, there is an upfront nominal charge for completing Vision and Scope documentation.


My Paid enhancement now requires an SRS. What is an SRS and why do I need one?

Before any enhancement development work can begin, a Software Requirements Analyst must investigate and document the detailed requirements to create a Software Requirements Specification. Depending on the scope of an enhancement, this phase may consist of meetings, discussion, testing, prototyping and other forms of investigation, as required, to develop the final programming methodology, estimated cost and delivery schedule for the project. Through a detailed Software Requirements Specification, the development team will recommend the best overall solution to achieve an optimal balance of development quality, performance, schedule and cost.

The Vision and Scope will have specified a fee required to complete a Software Requirements Specification. This fee is covers the cost of all the time and effort required to compile and complete the Software Requirements Specification. This effort can typically require up to one third of the entire project cost. The Software Requirements Specification document also provides a revision history section which records all changes made during any iterations required to obtain approval.


There was a Beta Agreement attached to my SRS. Why do I need that?

In most cases, System Five enhancements are delivered in a Beta version, and in order to be able to download a Beta version, you must be approved. Unless you are already part of the beta program, your Software Requirements Specification will include a Beta Agreement which must be signed and faxed back for our records. Beta versions contain many new features unavailable in the current release. The purpose of the Beta Agreement is to ensure you understand and accept the terms and risks of being in our Beta program. Once you download a Beta version, you will continue to use a Beta version until your Beta version becomes a full-blown release, at which time you can opt out of the beta program.


How long will it be before I get my Paid enhancement?

In most cases, enhancements are delivered from 3-5 months after you sign off on the Software Requirements Specification. Barring unforeseen circumstances, all enhancements will be delivered by the date quoted in the Software Requirements Specification.


How do I find out what changes were made to the new version?

New version information is located on myWindward, located at http://mywindward.wws5.com/. You do not have to be logged in to your myWindward account to view these details.


Hours of Operation


Between what hours are your technicians available?

Normal Hours of Operation (Pacific Time)
Windward Support Services hours of operation may seem a little unusual to North American customers. Windward Software provides support services to customers globally, many of which are located in Europe, Asia, and Australia. It is important to note that the hours of operation have been established to maximize availability of support services for all valuable Windward Software customers around the globe.
Monday-Friday: 5:00am – 12:00am

Saturday-Sunday: 8:00am – 12:00am
After Hours Emergency Support Hours (Pacific Time)
After Hours Emergency Support is available for those unexpected problems that can occur when Windward Software offices are closed.

Emergency Hours (Pacific Time):

Saturday-Sunday: 5:00am – 8:00am

At this time we do not have support services available between Midnight and 5:00am Pacific Time




Upgrading


Does everyone have to be logged out of System Five in order for me to update/upgrade?

Yes.


I hear there is a new version of System Five available. Do I have to upgrade?

You are not required to upgrade however it is strongly recommended that you stay as current as possible with the software. Therefore, upgrading is strongly promoted. There are often changes in our current versions that will address issue(s) that you are experiencing, and technical support will ask you to upgrade to the current version before they spend time addressing what very well may be an obsolete/resolved issue. We cannot provide technical support or spend development time on outdated versions of the software.


Can I upgrade by myself or do I need a Windward technician to help me?

You can upgrade yourself via our FTP upgrade tool; see our online self-help article for a walkthrough: http://mywindward.wws5.com/selfhelp/?s=upgrade+system+five. If you are not comfortable upgrading yourself then a Windward technician can certainly show you how to upgrade. You will need to have an active support or maintenance plan in order to receive this instruction. If you prefer to have a Windward technician actually perform the upgrade for you then an active support plan is required.


I want a Windward technician to perform the upgrade for me. Will I be charged for this?

Yes. You will require an active support plan in order for us to perform an upgrade for you. If all you want is a Windward technician to show you how to update so that in the future you can do it yourself, then a maintenance plan will also be sufficient.


Should I perform a back-up before upgrading?

Yes.


Do all users have to be logged out of System Five in order to upgrade?

Yes.


How long will the upgrade take?

Upgrade times vary between customers and depend on many different variables, such as the size of your data. If a data conversion is required then the upgrade can take up to several hours.


Is upgrading going to 'break' or cause problems to my system?

Upgrading will not "break" or cause problems in your system; however, after upgrading, you may notice new warning/error messages and/or integrity errors to help you rectify issues that were not previously being reported.


I'm sure the upgrade has caused issues in my system. Do I have to buy a support plan in order to speak with a tech?

Yes - a support/maintenance plan is always required in order to speak with a Windward technician. Minutes will not be deducted from that support plan if the issue is deemed to be with the software itself. Please see the above FAQ "is upgrading going to 'break' or cause problems to my system" for more information.


Will all of my stations upgrade automatically, or do I have to upgrade them one at a time?

This depends on your network setup. Simply put, if your workstations have been set up to synchronize with your server then you will only run the upgrade on the server. Then, as you log into System Five on the individual workstations, you will be prompted to synchronize them. This is how System Five is typically set up on your network.

A more detailed explanation as found on our online self-help resource: Typically, you update the System Five program on a server with an FTP Update. You can then use S5 Synchronize (a configurable utility) to update the System Five program and support files to the latest release version on the local workstation. It is easy to use and can be set to automatically update each time a workstation launches System Five or each time Windows starts up. You can have the system ask you if you want to synchronize if it finds a difference in file versions in its automated check or just run the synchronization process automatically (advanced setting). It can also be run manually at any time.


Licensing


How can I get a copy of my System 5/Speedy POS/Speedy POS Plus license file and instructions on how to install the license codes?

You can access your license file at any time by visiting your online myWindward account. Once you have successfully logged into your myWindward account, you will follow these steps to access your license file:

1. Click on "Get License File". This is found on the right-hand side of the screen, in the yellow banner.
2. Click the "Get License File "button to download the full license file for the appropriate serial code to your computer.
3. A window "Opening License.win" will open. Leave "save to disk" as is and click ok.
4. Your license file will be saved to your desk top. (DO NOT OPEN IT - if you do open this file ensure it is closed before installing your codes)
5. INSTALLING YOUR SYSTEM FIVE/SPEEDYPOS/SPEEDY POS PLUS LICENSE CODES
a) Start System Five. Do not log in.
b) Click on Install on the login screen.
c) Select Update company information for Directory (X:XXX) (this is the second last option) and click Next.
d) Hit next until you have a screen with buttons starting with "Send Application Information". Choose "Import License Codes" then "From File"
e) In the navigation window, find the file that you saved from the email, select it, and click the Open button.
f) Click on the Next button until "Company License Updated"
message is displayed. (Do not attempt to edit the information on the screen. If any information needs to be changed, notify Windward and we will have to make the changes for you and generate new codes with the new information.)
g) Click Finish. Close System5. Upon re-opening System Five you will be able to login properly with the new license codes applied.

If you have not already been set up with myWindward, please visit http://mywindward.wws5.com/ and enter your email into "first time here?" Once submitted, you will receive an email at the address you specified with instructions on account activation. If you experience any difficulty with this activation, please contact Customer Service for assistance at 1 (800) 663-5750 or via email to customerservice@wws5.com.

If you require assistance with installation of your license codes please do not hesitate to contact support@wws5.com or call our toll free number 1-800-663-5750 and ask for Support assistance.

For your Pervasive license code please contact our office toll free at 1-800-663-5750.


How can I get a copy of my Pervasive license code?

Please contact our office toll free at 1-800-663-5750 for assistance.


User Forum


How do I log into the User Forum?

Registering for the User Forums for the first time

Login to MyWindward.wws5.com using the login name and password provided to you by you Windward representative.

Once logged in, click on the link "User Discussion Forums".



It will then give you another page wherein you will have a brief description of what the User Forum is about and at the end of the description is your User Forum account information. You will also be given a option to change your Username but not the password due to authentication purposes.



After going through the description and deciding on the username, click on Submit just below the information field and it will then forward you to the login page of the User Forums.

You will need to re-login to authenticate the account.



Once logged in you then be able to post topics, inquiries and replies to other members of the user forum.


Login below to purchase products and services OR view your own support history

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Windward Software
North America 200 - 3547 Skaha Lk Rd
Penticton, BC V2A 7K2
Toll Free (800) 663-5750
Fax (250) 492-8886

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Important Support Numbers
Windward Support hours click here
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World Wide: 1.250.492.8888
Email: support@wws5.com
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