Excellent software maintenance and support are essential for an effective EDI environment. Not every organization can afford to staff highly experienced developers and architects that are available on call when needed or deploy a service desk that is trained to handle the complexities of EDI. Even with the means to do so it is not very cost effective. Using the Shree network of field experienced professionals makes far better sense. Ask Shree to supplement your vendor support agreement and gain fast direct access to their family of experts right now.

Shree Consulting provides 24/7 EDI support through its International Support Center (ISC). ISC is based out of India with satellite offices in Europe and North America. Customers can email, fax or call ISC to report a problem. A ticket number is assigned and the problem closely followed until resolution which can be tracked on line. The ISC will escalate your issue as needed to the appropriate representatives who will be in contact with your company quickly by phone or any other preferred communication method.

Shree support professionals are ready to handle all manner of support issues and, when required, directly log on to the EDI environment systems to directly resolve the problem as prescribed by a detailed Service Level Agreement (SLA). Bronze, Silver and Gold support packages are available or Shree Consulting can customize a support package to suit the needs of any organization.

Bronze

The customer service desk will call the Shree ISC if an EDI specific problem is reported. ISC will escalate the problem as necessary for resolution if it is effecting system performance or if a system outage is imminent.

 

Silver

The Shree ISC will monitor your system 24/7. Failed transactions will be queued but not resolved by ISC. Any production down time type issues will be proactively handled and addressed.

 

Gold

This service level includes 24/7 support help desk. ISC will monitor your system for any abnormalities or failed transactions and will ensure the system is always performing optimally. All failures will be resolved by the Shree family of experts and the customer need not assign any technical resources for support.

Benefits Matrix

All levels of support and maintenance are governed by customer approved SLAs. Interested? Call -1866-EDI4YOU for rates.

Service Descriptions

• Full issue support – All issues will be resolved by Shree support professionals prioritized by SLA guidance.
• System down support – Problems resulting from system outages are resolved by Shree support professionals.
  
  
• System event monitoring – Monitor email for EDI platform error notifications and perform frequent system checks for unreported business process errors.
  
  
• Threshold monitoring – Monitor system performance based on established watermarks for database usage, end-to-end data throughput and hanging process threads.
  
  
• Proactive support – The ISC will raise and resolve, escalate or otherwise distribute tickets for issues identified from system or threshold monitoring.
  
  
• Ticket and KB management – Each support event is registered and given a unique identifier. Registered support cases are recorded in a knowledgebase.
  
  
• Issue distribution to customer resources – The service desk is instructed to escalate issues through a chain of customer resources while performing support monitoring or other activities.
  
• Issue escalation to Shree experts – The service desk distributes and escalates issues to the Shree family of experts.
  
  
• Vendor case submission and management – As a company representative, Shree professionals open, follow and and insure cases are resolved by the software vendor.
  
  
• Problem replication for case submission – The Shree family of professionals replicate customer issues in a simplified format for faster resolution by the software vendor. This is important for companies that have deployed advanced generic workflow frameworks the vendor is unfamiliar with.
  
  
• Map development assistance – Experts are a phone call away to provide online assistance and help a developer resolve map development problems. This shortens development time and provides valuable education to the developer.
  
  
• Business Process (BP) development assistance – The Shree family of experienced professionals will provide phone with web conference help company developers to troubleshoot BP development issues. This shortens development life cycles and educates organizational staff to improving their skills.
  
  
• EDI software maintenance – New installations, upgrades or patches can be deployed by Shree experts. Support Levels used in SLA Escalation Matrix
  
  
• L1 – First level ISC support professionals provide system monitoring, call center activities and ticket management.
  
  
• L2 – Second level EDI developers resolve translation errors, file transfer and business process issues.
  
  
• L3 – In addition to L2 activities third level senior EDI developers resolve advanced workflow errors, system service exceptions, communication security issues and installation problems.
  
  
• L4 – In addition to L2 and L3 activities fourth level EDI system architects design and build enterprise level EDI environments and develop highly customized advanced mapping, workflow and other solutions.