SeLECT Support Model. Version 3.3

Transcription

1 SeLECT Support Model Version 3.3

2 Support Landscape Non-DPDHL Users Application OMS/ WMS Yantra Program Management Business/Ops contacts Global Solution Support Infrastructure Network External Apps PBR Centiro Oracle Loftware IBM MQ BPO s Regional Trainers Super Users Regional Service L1 Desk Service Desk Messaging Nokia Bing / NLP Customer Gateway Weblogic Local In Country, Regional IT, Super Users DPDHL Users SeLECT Upgrade Support Model DHL Page

3 How To Raise A Ticket Query Self Service Support Key Users Contact Helpdesk 1. I need some help Check the Quick Reference Guides & Training Manual Link to QRG 3. Check with your colleagues, Super Users, Regional Trainers, BPO contacts and expert users 4. Raise a ticket via DHL Helpdesk and complete the Template 4a. Non DHL users would raise a ticket through their Program Management contacts 3 SeLECT Upgrade Support Model DHL Page

4 Service Desk Details Region Telephone Web Portal (DPDHL LDAP Accounts) Escalation EMEA servicedesk.itseurope@dhl.com EMEA Program Management APAC dscap.askit@dhl.com APAC Program Management AMER (LATAM DSC - Brazil) servicedesk.br@dhl.com es/userportallatam/itsbrazi l/sitepages/home.aspx NA & LaTAM Program Management AMER (DHL Network NA and Canada, Non-DHL Users ) exel-us-helpdesk@exel.com questit/ NA & LaTAM Program Management 4 SeLECT Upgrade Support Model DHL Page

5 How To Raise A Ticket Incident Reporting Procedure Routine Ticket Emergency Ticket 1 Contact you Regional Service Desk 24 x 7 by;- Phone (SU Landing Page) Web Portal 2 Specify Caller Name Specify Caller Name 3 Identify the issue as Service Global SPL SeLECT Upgrade Contact your Regional Service Desk 24 x 7 by:- Phone only - MANDATORY 4 Specify Customer Name Specify Customer Name Identify the issue as Service Global SPL SeLECT Upgrade 5 Specify Country and Warehouse/site Code Specify Country and Warehouse Code 6 Provide as much information as possible to explain your issue Provide as much information as possible to explain your issue 7 - Provide contact details during ticket resolution and provide back up/ second point of contact details MANDATORY, the caller must be available during the resolution cycle of an emergency ticket or appoint someone who is 8 Complete the Incident Template form and it to your Regional Service Desk Complete the Incident Template form and it to your Regional Service Desk Note: routine tickets can not be upgraded to an emergency ticket, if a routine ticket has been raised and the issues is escalated to an emergency a new ticket needs to raised SeLECT Upgrade Support Model DHL Page 5

6 How To Raise A Ticket When you raise a ticket it goes through the following statuses a Registered the Service Desk logs and prioritises the incident Assigned The ticket is assigned to the support group In-progress The ticket has been acknowledged by the support group and is being worked on Pending Customer The support group require further information from the end user 6 3b Closed The ticket is closed 5 4 Pending Supplier The support group requires involvement from another support group or from the base product provider such as Oracle or IBM Informed When the support group resolves the issue an automated is sent to the user asking them to confirm or reject the resolution. If confirmed the ticket will be closed, if rejected the ticket will be assigned back to the support group. Resolved The support group have provided a resolution back to the end user If issue are recurring and root cause analysis is required, Problem Management process is initiated SeLECT Upgrade Support Model DHL Page 6

7 Global Multi Regional 1 Region 1 Country Multiple Warehouses 1 Tier 1 Warehouse / Tier 2 Country Hub 1 Tier 3 Warehouse or lower (FSL, SPC) 1 User/Printer How A Ticket Is Prioritised How is a ticket prioritised? The below matrix is used by the support team to classify and prioritise tickets Severity Unavailable Service Critical Part of system is unusable /unavailable A Major component / functionality Failure User product affected Part of the service/functionality not w orking Problem causing inconvenience at user level but not immediately critical Minor degradation, non-urgent issues or w orkaround available Standard pre approved request for change Request for Information Normal Service Priority Classification R1 (P3) R3 (P4) R5 No Ticket E4 (P1) Impact SeLECT Upgrade Support Model DHL Page 7

8 How A Ticket Is Prioritised Classification Examples Severity Business Symptoms Examples Emergency Condition Where Applicable Priority Global Region Country TIER 1 WH TIER 2 WH TIER 3 WH 1 User or Lower 1 Printer (FSL, SPC) Unavailable Service SeLECT is unavailable Globally The Global SeLECT system is down N/A E4 E4 E4 E4 E4 R1 R1 Unavailable Service A Major component / functionality Failure SeLECT application unavailable Select users couldn't connect to application - timeout or gateway error or Java exceptions N/A E4 E4 E4 E4 E4 R1 R1 Landing page errors Prevents users from logging into SU E4 E4 E4 E4 E4 R1 R1 Problem with inbound/outbound message flow Orders can not be completed External applications (PUCM, returns only) unavailable Select users do not see message flow for more than 60 minutes Either the inbound order process or the outbound order process can not be completed Orders/shipments not getting updated and therefore cannot close shipments or trigger return orders Impacting greater than 5 order lines Impacting greater than 5 order lines E4 E4 E4 E4 E4 R1 R1 E4 E4 E4 E4 E4 R1 R1 E4 E4 E4 E4 E4 R1 R1 Emulator on PC or mobile device usage impacted Users cannot use emulator on PC or mobile device E4 E4 E4 E4 E4 R1 R1 Critical Part of system is unusable /unavailable Part of the service/functionality not working Lables/ documents not printing Scheduled reports not delievered to recipients for Country/Region/Global Delivery order cerated in customer system but unavailable in SeLECT even after 45 minutes External application (LPN tool, reporting only) not available Performance degredation on SeLECT Unable to print labels or docuements Data quality issues with circlulated reports. Reports not delivered Message stuck or backlog on SeLECT Q needs manual release. Shipment Acknowledgement /confirmation delay Impacting greater than 5 order lines E4 E4 E4 E4 E4 R1 R1 N/A E4 E4 E4 E4 E4 R1 R1 Impacting greater than 5 order lines E4 E4 E4 E4 E4 R1 R1 LPN cannot be printed. Reports cannot be generated E4 E4 E4 E4 E4 R1 R1 Country network latency. Severe processing times complared to normal perfromance N/A E4 E4 E4 E4 E4 R1 R1 Message Failures EDI message failures or corrput data N/A E4 E4 R1 R1 R1 R1 R1 Print quality issues DN font size unreadable, Barcode in pick/ return label not scanable, Address, Pick list printing issues N/A E4 E4 R1 R1 R1 R1 R1 Inventory Mismatch unable to allocate stock due inventory mismatch N/A E4 E4 R1 R1 R1 R1 R1 Application errors (java exceptions, oracle errors) unable to complete shipments or receipts E4 E4 R1 R1 R1 R1 R1 Unable to perform putaway Due to incorrect bin user couldn't perform putaway, Putaway completed still showing as open Impacting greater than 5 order lines E4 E4 R1 R1 R1 R1 R3 Log-in problem Access failure for one user N/A E4 E4 R1 R1 R3 R3 R3 Problem causing inconvenience at user level but not immediately critical Print failure localised to 1 printer with fail over printer available N/A E4 E4 R1 R1 R3 R3 R3 Wrong step followed causing errors in processing related to wrong steps compared to training E4 E4 R1 R1 R3 R3 R3 Missing information investigation Invoice/report not displaying correct qty and value N/A E4 E4 R1 R1 R3 R3 R3 Minor degradation, nonurgent issues or workaround available Data corruption Reporting inaccuracy, order not in Select, inbound order received but showing 'intransit' N/A R3 R3 R3 R3 R3 R3 R3 2 shipments created for 1 Inbound order N/A R3 R3 R3 R3 R3 R3 R3 Standard pre approved request for change Service Catelogue Part master update Bin location update N/A R3 R3 R3 R3 R3 R3 R4 Request for information Request for general non critical information Password re-sets N/A R5 R5 R5 R5 R5 R5 R5 UAT Environment The SeLECT UAT system is unavailable Globally The Global SeLECT UAT system is down N/A E4 E4 E4 N/A N/A N/A N/A UAT Incident All other incidents on a UAT Environment All other incidents on a UAT Environment N/A R5 R5 R5 N/A N/A N/A N/A SeLECT Upgrade Support Model DHL Page 8

9 SPL Support Coverage SPL Support Coverage GMT 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 SGT 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 Support Area Ticket Covered IST 05:30 06:30 07:30 08:30 09:30 10:30 11:30 12:30 13:30 14:30 15:30 16:30 17:30 18:30 19:30 20:30 21:30 22:30 23:30 00:30 01:30 02:30 03:30 04:30 EST 19:00 20:00 21:00 22:00 23:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 PST 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 Service Desk All 24 x 7 Mon - Sun 24 x 7 Emergency Coverage SeLECT(s) SPLAT B2B - Cyclone B2B - DCG EG NTS Centiro Infrstucture E4-4 hours P1-4 hours 24 x 7 Mon - Sun 24 x 7 Routine Coverage SeLECT(s) SPLAT R1-1 Business day P3-1 Business day 24 x 7 Mon - Sun 24 x 7 SeLECT(s) SPLAT R3-3 Business days R5-5 Business days P4-3 Business days 18 x 5 Mon - Fri 00:00-18:00 (GMT) B2B - Cyclone R1-1 Business day R3-3 Business days R5-5 Business days P3-1 Business day P4-3 Business days 24 x 5 Mon - Fri 24 x 5 B2B - DCG EG NTS R1-1 Business day R3-3 Business days R5-5 Business days P3-1 Business day P4-3 Business days 8 x 5 Mon - Fri 08: (GMT) Centiro R1-1 Business day R3-3 Business days R5-5 Business days P2-1 Business day P3-1 Business day P4-3 Business days 8 x 5 Mon - Fri 08:00-16:00 (GMT) PBR R1-1 Business day R3-3 Business days P2-1 Business day P3-2 Business day P4-3 Business days 8.5 x 5 Mon - Fri 08:30-17:00 (GMT) Instrastructure R1-1 Business day R3-3 Business days R5-5 Business days P3-1 Business day P4-3 Business days 9 x 5 Mon - Fri 00:30-09:30 (GMT) SeLECT Upgrade Support Model DHL Page 9

10 Pre Approved Changes To Production What happens when I don t have an incident but I need to make a change to SeLECT? More detailed or complex changes require IT and Business approval. A guideline as to which process you need to follow is attached in the Changes to Production guidelines SeLECT Upgrade Support Model DHL Page 10

11 How To Raise A Ticket Using the Landing Page to raise a ticket Click Report Incident SeLECT Upgrade Support Model DHL Page

12 How To Raise A Ticket Raise a ticket when you are using the applications, e.g. WMS From application, click on Report Incident SeLECT Upgrade Support Model DHL Page

13 How To Raise A Ticket Fill in all the necessary details WMS is shown as reported Application SeLECT Upgrade Support Model DHL Page

14 Support Model: Service Management Escalation Matrix Escalation Matrix ESCALATION 1 st Level 2 nd Level 3 rd Level 4 th Level EMEA Your Regional IT Service Desk Candy Lee candy.lee@dhl.com Gary Bendell gary.bendell@dhl.com +44 (7776) Philip Ong Philip.Ong@dhl.com APAC Your Regional IT Service Desk Anselm Ng anselm.ng@dhl.com Ravichandra Babu Ravichandra.Babu@dhl.com Gary Bendell gary.bendell@dhl.com +44 (7776) AMERICAS Your Regional IT Service Desk Lynne Couperthwaite Lynne.Couperthwaite@dhl.com +44 (7880) Gary Bendell gary.bendell@dhl.com +44 (7776) Philip Ong Philip.Ong@dhl.com When should I escalate an issue to Service Management? Always contact you Service Desk first for an update on your incident Escalation can be raised when a incident resolution has breeched the ticket priority SLA The escalation must follow the correct process to ensure an audit is captured and so communications are managed in the most efficient way SeLECT Upgrade Support Model DHL Page 14

15 Support Model: Incident SLA Service Level Agreement for ticket resolution (TRT) SERVICE E4 (P1) R1 (P3) Service Desk (Assignment to Support Group) L2 Solution Support SeLECT - External Apps R3 (P4) Service Requests Immediately Within 1 Hour Within 3 Hours Within 5 Hours 98% within 4 Hours 95% within 1 Day 95% within 3 Days 95% within 5 Days Infrastructure Hosting 85% within 4 Hours 85% within 1 Day 85% within 3 Days 85% within 5 Days R5 B2B Gateway 90% within 4 Hours 90% within 1 Day 90% within 3 Days 90% within 5 Days SERVICE E4 (P1) R1 (P3) Service Desk (Assignment to AMS /Accenture Support Group) L2 Solution Support SeLECT - External Apps R3 (P4) Service Requests Immediately Within 30 mins Within 3 Hours Within 5 Hours 98% within 4 Hours 95% within 1 Day 95% within 3 Days 95% within 5 Days Infrastructure Hosting 85% within 4 Hours 85% within 1 Day 85% within 3 Days 85% within 5 Days B2B Gateway 90% within 4 Hours 90% within 1 Day 90% within 3 Days 90% within 5 Days R5 SeLECT Upgrade Support Model DHL Page 15