EMEA Managed Services Support Overview. David Carson

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EMEA Managed Services

Support Overview

David Carson

EMEA Managed Services

Support Overview

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GXS Managed Services Support

Production /Managed

Services Support

24x7x365

• Proactive application monitoring & control • Proactive transaction monitoring & processing • Incident response and resolution

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Operations

24x7x365

• Data centre operations • Infrastructure and platform monitoring • Duty managers

Technical Services

24x7x365

• Proactive infrastructure control • Proactive platform Management • Incident response and resolution

Co-located in Global Operations Centre

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• GXS Support Organisation

• How to reach GXS Support

• GXS Incident handling

• Service Levels

• Service Level Reporting / Governance

Agenda

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GXS EMEA Customer Support for Managed

Services

Standard Managed Services Brian Hayward VP GSS Operations US (US)

EMEA Customer Support

Rene Mens, Dir. (NL)

Teams / People in:

• France • Germany • Netherlands • UK

Support in English and local language

Office hours + on-call for Severity 1 / 2 tickets

Technical Support (Tier 2) Frits Luchsinger, Mgr.

(NL) Client Services (Tier 1)

Dave Carson, Mgr. (UK)

24*7*365 operation

• 3 shifts

• English language support only

• Support for Managed Services Customers

• Belgium • France • Germany • Italy • Netherlands • UK

Support in local languages and English

Local office hours only

• UK

Support in English Office hours + on-call for Severity 1 / 2 tickets

Software and Inovis Support Tracey Robertson, Mgr.

(UK)

Don Rios, Dan Zirkle, Justin Rymer Technical Support, Mgr.

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How to reach GXS Support

• Call or email Production Services

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24*7 services ‐ English only

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Tel: +44 (0) 8705 133165 – select option 5

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Tel: +1‐301‐340‐4015

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Email: PROD‐[email protected]

• Call the local help desk

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Local office hours – local language(s) and English

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All details on local websites and via

www.gxs.com/customers/global_service/global_support_services

• Logon to the Customer Portal

• All contact and escalation details are documented in the guide:

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“Communicating with GXS Global Support Services”

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GXS Customer Portal

• Access via url:

http://customer.gxs.com

• Available functions

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Submit a new Service Request

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Check open and closed Service Requests

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Obtain information about GXS

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Query GXS Knowledge Base

• Customers needs to be set‐up for the GXS Customer Portal

– please contact your Delivery Manager

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Incident Management – Ticket Flow

Tier 1 / Service Desk

• When a call comes in a specialist logs the ticket into the GXS incident‐tracking system , collects

all necessary information, and attempts to resolve and close the call

• Emails to Production Services are automatically translated into a ticket and entered into the

incident‐tracking system. An automated email reply acknowledging receipt is returned to the

sender. This email contains ticket‐tracking information as well as information on when follow‐up

will occur

• Note: If reporting a major issue the email must be accompanied by a telephone call

• If an incident cannot be addressed by Tier 1 the specialist immediately escalates it to Tier 2

Tier 2 / Backbone

• Tier 2 (Technical Support) prioritises incidents according to the nature and the severity level.

Specialists perform advanced diagnostics and attempt to resolve each incident. If resolution is

not achieved within a specified time frame, the incident is escalated to the appropriate Tier 3

team

Tier 3 / Advanced Resolution

• Two teams are available: Application Control Engineers Support (ACES) and Infrastructure

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Standard Incident Severity Levels

Severity Definition Measurement Maximum Time Service Level Target 1 Urgency is High and Impact is High A Managed Service client has a large number of their trading partners are affected with extreme impact ‐ No work around available or alternate method of transacting ‐ Critical component outage without client workaround ‐ Clients are unable to transact Disruption has significant financial or regulatory impact Response 30 minutes 95% Resolution 2 hours 90% 2 Urgency is High and Impact is Medium OR Urgency is Medium and Impact is High A Managed Service client has a large number of their trading partners affected with extreme impact ‐ Work‐around available or alternate method of transacting ‐ Critical component outage A Managed Service client has one or a small amount of trading partners affected with extreme impact ‐ No work around available or alternate method of transacting ‐ Client unable to transact Response 1 hour 95% 90% Resolution 8 hours

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Standard Incident Severity Levels

Severity Definition Measurement Maximum Time Service Level Target 3 Urgency High and Impact is Low OR Urgency is Medium and Impact is Medium OR Urgency is Low and Impact is High A Managed Service client has one or a small amount of their trading partners affected with medium impact ‐ Work around available or alternate method of transacting ‐ Impact to small non‐critical trading partners or no trading partners ‐ Customers or suppliers may or may not be aware of the issue ‐ Functionality may be degraded ‐ Important component outage Response 8 hours 95% Resolution 24 hours 90% 4 Urgency is Medium and Impact is Low OR Urgency is Low and Impact is Medium OR Urgency is Low and Impact is Low A Managed Service client has one or a small amount of their trading partners affected with minimal impact ‐ Not time sensitive ‐ No impact to client’s customers or suppliers ‐ Non‐critical production map changes