SeLECT Support Model - DHL Express SeLECT Upgrade Support... · SeLECT Upgrade Support Model...

SeLECT Support Model

Version 3.3

DHL | Page CONFIDENTIAL SeLECT Upgrade Support Model

Local In Country, Regional IT, Super Users

Global Solution Support

Support Landscape

L1

Service

Desk

Regional Service

Desk

BPO’s

DPDHL

Users

Application

Infrastructure

Network

Messaging

OMS/ WMS

External Apps

PBR

Centiro

Nokia Bing / NLP

Customer Gateway

Yantra

Oracle

Loftware

IBM MQ

Weblogic

Super

Users

Non-DPDHL Users

Regional

Trainers

Program

Management Business/Ops

contacts


3

How To Raise A Ticket

3

Self Service Support

Key Users Query

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

1. I need some help...

2. Check the Quick Reference Guides & Training Manual

Contact Helpdesk

Link to QRG

http://eshare.dhl.com/sites/SURC/SeLECT_Upgrade/Training/Forms/AllItems.aspx


4

Service Desk Details

4

Region Telephone eMail Web Portal

(DPDHL LDAP Accounts) Escalation

EMEA + 420 2 8888 8888 [email protected] https://solveit.dhl.com/auth/ EMEA Program Management

APAC [email protected] https://solveit.dhl.com/auth/ APAC Program Management

AMER

(LATAM

DSC - Brazil)

+55 19 3848-9555 [email protected]

https://isharenew.dhl.com/sit

es/UserPortalLatam/ITSBrazi

l/SitePages/Home.aspx

NA & LaTAM Program

Management

AMER (DHL

Network –

NA and

Canada,

Non-DHL

Users )

+1 717 901 1001 [email protected] https://servicenow.dhl.com/re

questit/

NA & LaTAM Program

Management

https://solveit.dhl.com/auth/

https://solveit.dhl.com/auth/

https://isharenew.dhl.com/sites/UserPortalLatam/ITSBrazil/SitePages/Home.aspx



https://servicenow.dhl.com/requestit/

https://servicenow.dhl.com/requestit/

DHL | Page CONFIDENTIAL SeLECT Upgrade Support Model 5

Incident Reporting Procedure


Routine Ticket Emergency Ticket

1 Contact you Regional Service Desk 24 x 7 by;-

Phone

Email(SU Landing Page)

Web Portal

Contact your Regional Service Desk 24 x 7 by:-

Phone only - MANDATORY

2 Specify Caller Name Specify Caller Name

3 Identify the issue as Service Global SPL SeLECT

Upgrade

Identify the issue as Service Global SPL SeLECT Upgrade

4 Specify Customer Name Specify Customer Name

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 email it to

your Regional Service Desk

Complete the Incident Template form and email 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


When you raise a ticket it goes through the following statuses


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

Pending Supplier – The

support group requires

involvement from another

support group or from the

base product provider

such as Oracle or IBM

Resolved – The support group

have provided a resolution

back to the end user

Informed – When the support group resolves the issue an automated email 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.

Closed – The ticket

is closed

1 2 3

4

5

6

3a

3b

If issue are recurring and root cause

analysis is required, Problem

Management process is initiated


How is a ticket prioritised?

The below matrix is used by the support team to classify and prioritise tickets

How A Ticket Is Prioritised

Severity

Unavailable Service

Critical Part of system is unusable /unavailable E4 (P1)

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 1

User/P

rinte

r

1 T

ier 3

Ware

house o

r low

er (F

SL,

SP

C)

1 T

ier 1

Ware

house / T

ier 2

Country

Hub

Multip

le W

are

houses

1 C

ountry

1 R

egio

n

Multi R

egio

nal

Glo

bal

Impact

Priority Classification

R5

No Ticket

R3 (P4)

R1 (P3)


Classification Examples

How A Ticket Is Prioritised

Emergency

Condition Where

Applicable

Global Region Country TIER 1 WH TIER 2 WH

TIER 3 WH

or Lower

(FSL, SPC)

1 User

1 Printer

Unavailable Service SeLECT is unavailable Globally The Global SeLECT system is down N/A E4 E4 E4 E4 E4 R1 R1

SeLECT application unavailable Select users couldn't connect to application - timeout or

gateway error or Java exceptionsN/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 flowSelect users do not see message flow for more than 60

minutes

Impacting greater

than 5 order linesE4 E4 E4 E4 E4 R1 R1

Orders can not be completedEither the inbound order process or the outbound order

process can not be completed

Impacting greater


External applications (PUCM, returns only) unavailableOrders/shipments not getting updated and therefore cannot

close shipments or trigger return ordersE4 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

Lables/ documents not printing Unable to print labels or docuementsImpacting greater


Scheduled reports not delievered to recipients for

Country/Region/Global

Data quality issues with circlulated reports.

Reports not deliveredN/A E4 E4 E4 E4 E4 R1 R1

Delivery order cerated in customer system but unavailable

in SeLECT even after 45 minutes

Message stuck or backlog on SeLECT Q needs manual

release. Shipment Acknowledgement /confirmation delay

Impacting greater


External application (LPN tool, reporting only) not

availableLPN cannot be printed. Reports cannot be generated E4 E4 E4 E4 E4 R1 R1

Performance degredation on SeLECTCountry network latency. Severe processing times complared

to normal perfromanceN/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 issuesDN font size unreadable, Barcode in pick/ return label not

scanable, Address, Pick list printing issuesN/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 putawayDue to incorrect bin user couldn't perform putaway, Putaway

completed still showing as open

Impacting greater

than 5 order linesE4 E4 R1 R1 R1 R1 R3

Log-in problem Access failure for one user N/A E4 E4 R1 R1 R3 R3 R3

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

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 changeService Catelogue

Part master update

Bin location updateN/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

Part of the

service/functionality not

working

Priority

Severity Business Symptoms Examples

Problem causing

inconvenience at user

level but not immediately

critical

Minor degradation, non-

urgent issues or

workaround available

Data corruption

Unavailable Service

A Major component /

functionality Failure

Critical Part of system is

unusable /unavailable


SPL Support Coverage

9

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

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

Emergency Coverage

SeLECT(s)

SPLAT

B2B - Cyclone

B2B - DCG EG NTS

Centiro

Infrstucture

E4 - 4 hours

P1 - 4 hours 24 x 7

SeLECT(s)

SPLAT

R1 - 1 Business day

P3 - 1 Business day24 x 7

SeLECT(s)

SPLAT

R3 - 3 Business days


P4 - 3 Business days

18 x 5

B2B - Cyclone

R1 - 1 Business day



P3 - 1 Business day


24 x 5

B2B - DCG EG NTS

R1 - 1 Business day



P3 - 1 Business day


8 x 5

Centiro

R1 - 1 Business day



P2 - 1 Business day

P3 - 1 Business day


8 x 5

PBR

R1 - 1 Business day


P2 - 1 Business day

P3 - 2 Business day


8.5 x 5

Instrastructure

R1 - 1 Business day



P3 - 1 Business day


9 x 5

Support Area Ticket Covered

Mon - Fri 00:30 - 09:30 (GMT)

Mon - Sun 24 x 7

Mon - Sun 24 x 7

Mon - Fri 00:00 - 18:00 (GMT)

Mon - Fri 08:00 - 16:00 (GMT)

Mon - Fri 08:00 - 1700 (GMT)

Mon - Fri 24 x 5

Mon - Fri 08:30 - 17:00 (GMT)

Routine Coverage

Mon - Sun 24 x 7


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


Click ‘Report Incident’


Using the Landing Page to raise a ticket


From application, click on ‘Report Incident’


Raise a ticket when you are using the applications, e.g. WMS



Fill in all the necessary details

WMS is shown as

reported Application


Escalation Matrix

Support Model: Service Management Escalation Matrix

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

ESCALATION 1st Level 2nd Level 3rd Level 4th Level

EMEA Your

Regional IT

Service Desk

Candy Lee

[email protected]

+44 7717 541976

Gary Bendell

[email protected]

+44 (7776) 217753

Philip Ong

[email protected]

+65 9825 5647

APAC Your

Regional IT

Service Desk

Anselm Ng

[email protected]

+65 9111 1289

Ravichandra Babu

[email protected]

+65 9745 9544

Gary Bendell

[email protected]

+44 (7776) 217753

AMERICAS Your

Regional IT

Service Desk

Lynne Couperthwaite

[email protected]

+44 (7880) 785285

Gary Bendell

[email protected]

+44 (7776) 217753

Philip Ong

[email protected]

+65 9825 5647


Support Model: Incident SLA

Service Level Agreement for ticket resolution (TRT)

Service Desk

(Assignment to AMS /Accenture

Support Group)

Immediately Within 30 mins Within 3 Hours Within 5 Hours

L2 Solution Support

SeLECT - External Apps98% 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

SERVICE E4 (P1) R1 (P3)R3 (P4)

Service RequestsR5

Service Desk

(Assignment to Support Group)Immediately Within 1 Hour Within 3 Hours Within 5 Hours

L2 Solution Support

SeLECT - External Apps98% 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

SERVICE E4 (P1) R1 (P3)R3 (P4)

Service RequestsR5

Date post:	02-May-2018
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