SIS Operations and Help Desk

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1 SIS Operations and Help Desk 6th ICH UG Alex Smith Manager, Integrated Settlement Customer Support

2 Agenda SIS Operations Key Statistics Overview Functions of SIS Operations SIS Help Desk Operations Team SIS- 6th ICHUG SIS Operations and Help Desk 2

3 SIS Operations Key Statistics Overview SIS- 6th ICHUG SIS Operations and Help Desk 3

4 SIS Operations Key Statistics Overview Total Number of Signed IS Participation Agreements 119 Total Transaction Volume Processed to date Well Over USD 100 million Close to 3000 invoices submitted so far Number of Airlines who have passed Certification for either submissions via IS-IDEC or IS-XML 31, including the pilot carriers SIS- 6th ICHUG SIS Operations and Help Desk 4

submitted so far Number of Airlines who have passed Certification for either submissions via

5 Functions of SIS Operations SIS- 6th ICHUG SIS Operations and Help Desk 5

6 Main Operation Functions (1/3) System monitoring System and process status as well as monitoring member billing Member profile set up and validation Management and validation of basic member information Master table maintenance On going maintenance of standard industry Master Tables which are used in the processing and validation of member invoices SIS- 6th ICHUG SIS Operations and Help Desk 6

information Master table maintenance On going maintenance of standard industry Master Tables which

7 Main Operation Functions (2/3) SIS Helpdesk Single point of contact for Members to report issues. Main objective of the Help Desk is to provide first line of support to Members Usage billing Capturing and calculating the SIS usage by member Application enhancements SIS Release Planning & Monitoring Release Progress & Risks SIS- 6th ICHUG SIS Operations and Help Desk 7

Main objective of the Help Desk is to provide first line of support to Members Usage billing

8 Main Operation Functions (3/3) Knowledge Base Management Suite of SIS material and information. This includes; SIS Forum management Process documentation System documentation Training materials, such as the user guide and CBT SIS- 6th ICHUG SIS Operations and Help Desk 8

This includes; SIS Forum management Process documentation System

9 SIS Helpdesk SIS- 6th ICHUG SIS Operations and Help Desk 9

10 Scope of support Support Participants for the following: Use of the IS Platform SIS functionalities File submission issues Not in Scope: Providing support for carrier internal system changes Providing support for Sandbox, unless it is not functioning as intended Training users SIS- 6th ICHUG SIS Operations and Help Desk 10

carrier internal system changes Providing support for Sandbox, unless it is not

11 Raising an Issue to the SIS Help Desk There are 2 places from where SIS Participants can raise issues to the SIS Help Desk 1. From the SIS website Click Contact SIS Help Desk SIS- 6th ICHUG SIS Operations and Help Desk 11

Help Desk 1. From the SIS website www.iata.

12 Raising an Issue to the SIS Help Desk 2. By clicking Contact SIS Help Desk from the IS Web SIS- 6th ICHUG SIS Operations and Help Desk 12

13 After Clicking Contact SIS Help Desk The SIS Help Desk Web Form opens Fill in the form and click submit This automatically creates a case in SIS Help Desk A confirmation is sent to you with the case # SIS- 6th ICHUG SIS Operations and Help Desk 13

creates a case in SIS Help Desk A confirmation email is sent to

14 Importance of the Case Description Be specific in your description, add references to invoice #, file name, etc.) Describe the steps taken, not just the problem Attach screen shots when possible, as this helps the support team to identify where the issue occurred SIS- 6th ICHUG SIS Operations and Help Desk 14

) Describe the steps taken, not just the problem Attach screen shots when

15 How Can you Follow on Cases? Access to the SIS Help Desk Customer Portal will be granted to the SIS Member Super Users. SIS Help Desk Customer Portal used by customer to view status of cases submitted to help desk and to add comments to a case if needed Check the case status and review any comments provided SIS Help Desk may need more information to understand the case A comment would be added to the case and the status changed to waiting for customer feedback SIS- 6th ICHUG SIS Operations and Help Desk 15

needed Check the case status and review any comments provided SIS Help Desk may need more information to understand the case A

16 SIS Help Desk Customer Portal SIS- 6th ICHUG SIS Operations and Help Desk 16

17 Support Coverage Initial contact to be available 24/7 Teams located in YMQ, GVA and soon to also include SIN More complex issues to be addressed from YMQ, during EST working hours SIS- 6th ICHUG SIS Operations and Help Desk 17

More complex issues to be addressed from YMQ, during EST

18 Support and SLA Service Levels as per the IS Participation Agreement Resolution times: Showstopper: 6hrs Major: 1 working day Minor: 10 working days Trivial: next planned release SIS- 6th ICHUG SIS Operations and Help Desk 18

6hrs Major: 1 working day Minor: 10 working days

19 Operations Team SIS- 6th ICHUG SIS Operations and Help Desk 19

20 SIS Operations Team Contact Information SIS- 6th ICHUG SIS Operations and Help Desk 20

21 Q&A SIS- 6th ICHUG SIS Operations and Help Desk

22 Thank you. SIS Website: SIS- 6th ICHUG SIS Operations and Help Desk 22

Simplified Interline Settlement (SIS)

Simplified Interline Settlement (SIS) SIS Operations and Help Desk Aaron Tam SIS Workshop June 2012, Montreal Agenda Functions of SIS Operations SIS Help Desk Raising issues 2 Functions of SIS Operations