Support Services Guide for Suite Customers

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1 Support Services Guide for Suite Customers Contents 1. Support Overview Definition of Brand Helpdesk Definition of Power User Support Model Technical (Level 2) Support Process Flow Process Flow Diagram Process Description Cooperation Definition of Technical and Non-Technical issues ecvision Support Model for Suite Customers (with Additional Charges) Service Levels Support Helpdesk Contact Information Reseller Local Support List Case Closure Enhancement Request Escalation Process... 8 November 2014

2 1. Support Overview This Support Services Guide outlines the communication and support processes between ecvision and Client. The document defines the level of support, service level agreement, and escalation procedure. The primary goal of Incident Management is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations which helps to maintain service quality and availability. 1.1 Definition of Brand Helpdesk A Brand (internal) Helpdesk should ideally be served by the IT department, which is the first party to receive cases from their users. For non-technical or Business issues, Brand Helpdesk can approach Brand Power User; please refer to Chapter 2.4 for the definition of technical issues or non-technical / Usage issues. 1.2 Definition of Power User A project owner who is involved in the UAT of the system implementation cycle and defines the in-scope/out-scope. Should be familiar with the business flow, system logic, and functions of the system Should have completed basic Services administration training, e.g. Administration Essentials Should be able to understand the subject/problem concerned and to assist ecvision through reproducing the problem. Up to 5 people from Power User (Internal User) should be eligible to report technical issues to ecvision CS team, who would maintain the list of Power User. Changes of the list should only be made once a month. 1

3 2. Support Model Technical (Level 2) Support Process Flow 2.1 Process Flow Diagram Level 2 Technical Support refers to the customer support service bundled with the Suite Service agreement. This is owned by ecvision Customer Service Department. Here is a graphical illustration of the workflow of Level 2 Technical Support model. 2

4 2.2 Process Description [1.0] Internal or External End users send questions to Brand Helpdesk All Internal or External end users should first raise their questions to Brand Helpdesk, who is responsible for initial problem diagnosis and determining subsequent steps. [2.0]- [2.3] Brand Helpdesk follows up the issue Brand Helpdesk should be served by End user with extensive operational experience or by IT support team, who should, if possible, provide support to end users. For unsolvable issues, Brand Helpdesk should report them to Power User. [3.0]- [3.2] Brand Power user follows up the issue If Brand Helpdesk cannot solve the issue, they should report it to Brand Power User. Given experience in business operation or project implementation, Brand Power User should be able to work with their Helpdesk on non-technical issues. [4.0]- [4.3] ecvision CS team follows up the issue Brand Power User should report unsolvable technical issues to ecvision CS team and provide the information below: o Date and time when the issue happened o User login /id and password (optional) o Steps to reproduce the problem concerned o Exact wordings related to the problem, including error message(s), screenshot(s), related file name(s)/file(s), record number(s), and any other information. o Business Impact: Help ecvision understand how the problem/issue concerned affects current end users and/or project deadlines. 2.3 Cooperation Customer agrees to cooperate with ecvision in carrying out diagnosis or troubleshooting activities. Also, on a case-by-case basis, Users may be asked to provide remote access to their ecvision application and/or desktop system for troubleshooting purposes. 3

5 2.4 Definition of Technical and Non-Technical issues Technical Issue Category: These are common scenarios that should fall under the category of Technical Issues: 1. Integration issue 2. Performance issue (system slowness or error messages) 3. Browser issue (using non-supported browsers) 4. Password issue (fail to log in to the system with the new password, or fail to receive a notification with new password) 5. User Account/Role issue (missing functions in the System) Assumption: role and user attributes are set up properly 6. UI layout problem (display of invalid characters or incorrect counts) 7. System error page 8. Import/Export failure or abnormal Portal behavior (e.g. no error was found when importing a PO but the PO is missing in the portal) 9. PO cannot be viewed by one or other role(s) Non-Technical Issue Category: These scenarios should NOT belong to Technical issues: 1. Incorrect business data in UI 2. Missing particular business document(s) or business data 3. Inquiries on existing business logic or explanation on the calculation of business data 4. Application Usage Inquiries how to perform a particular end user operation 5. Missing functions in Account Module e.g. ML VT reported not to be found in the System 6. Non-production environment issues/inquiries usually in UAT environment 7. Request(s) for account or administration tasks such as creation of new user, deactivation or deletion of existing end user ID, reset password, account unlock issues for end user. 8. Improper setup of master data 9. Any window pop-up/error dialog(s) due to the processing of application logic 4

6 3. ecvision Support Model for Suite Customers (with Additional Charges) ecvision provides first line end user support to both Brand and Vendors; the number of inquirers depends on the option selected. Inquiry covers both technical and non-technical issues, depending on the option selected. Inquiries can be made via , telephone, Web Form, or Fax If a vendor needs to change Power User, a request must be made via to ecvision CS team. A vendor could make changes once in a month only. Option 1: Brand - Group of Power User no more than 5 people, for technical issues only. Vendor - 1 Power User for each Vendor Company for Vendor Support questions. Option 2: Brand Group of Power User no more than 5 people, for technical issues only. Vendor Supports all external users assigned by Vendor for Vendor Support questions. Option 3: Brand Supports all internal users for all ecvision system-related questions. Vendor Supports all external users for all ecvision system-related questions. 5

7 4. Service Levels Priority Criteria Response time* 1. Critical Mission Critical; the Application fails to function according 2 business hours to published specifications and the Client cannot proceed without a fix to the problem or a work-around solution provided by ecvision (e.g. the system is down). 2. Severe The Application contains major functional problems 6 business hours against published specifications, which Client is able to work around; the Application provides limited function. 3. Moderate Software Program or Documentation contains incorrect 1 business day logic, incorrect descriptions, or functional problems. The Client can work around or implement a temporary correction (fully functioning but needs improvement). 4. Low Problem causes inconvenience; however, operations continue without affecting the business. 2 business days *Note: Response time refers to the time since Support Agent collects all information necessary for investigation from the inquirer. Actual response time may vary due to feedback turnaround time. 5. Support Helpdesk Contact Information U.S. & South America Hong Kong & China Hours 9:00 am - 5:00 pm ET (Mon - Fri) Closed: Saturday and Sunday and Public Holidays 9:00 am - 6:00 pm local (Mon - Fri) 9:00 am - 1:00 pm local (Saturday) Closed: Sunday; Public Holidays on Saturday; Christmas, New Year & Chinese Lunar New Year Phone ECV-SPRT ( ) WEB Dedicated international toll free for the following regions: China (toll free) (CN-CT), (CN-CNC) Taiwan (toll free) Singapore (toll free)

8 6. Reseller Local Support List India reseller Addwell Group Mon to Fri 9am to 6:30pm; Sat 9am to 2:30pm India time Phone : Region : India (New Delhi, Gurgoan), Bangladesh, Pakistan Indonesia reseller NJD Supplies Mon to Fri 9am to 5pm; Sat 9am to 3pm Indonesia time Phone: / Region : Indonesia Korea reseller EI System Mon to Fri 9am to 6pm Seoul time Phone : Region : South Korea Singapore reseller Sato Mon to Fri 9am to 4:45pm Singapore time Phone : Region : Singapore, Malaysia Sri Lanka Reseller Automated Barcode Solution Ltd (ABSL) Mon to Fri 8:30am to 5pm; Sat 9am to 12:30pm LK time Phone : Region : Sri Lanka Taiwan reseller Tranz Mon to Fri 9am to 5pm Taipei time Phone : #207 Region : Taiwan Thailand reseller Sato Auto-ID (Thailand) Co., Ltd Mon to Fri 9am to 4:45pm Thailand time Phone : ext 168 / Fax Region : Thailand Turkey Reseller Sertas Mon to Fri 9am to 6pm Turkey time 7

9 Phone : Region : Turkey 7. Case Closure ecvision is committed to resolving all inquiries in a timely and satisfactory manner. We believe understanding case closure is part of customer satisfaction. Typical Case Closure Solution has been provided and validated by the customer. A customer reports they no longer experience the behavior and agrees to close the case. An acceptable workaround has been provided. No Response Case If there is no feedback from the customer (during regular business hours), Support Engineers will send two s and contact the customer for two times. If the customer does not respond in 2 working days, the case will be closed and work will cease. Customers may call back to reopen and follow up the case within 30 days. After Case Closure A Survey will be sent to the customer to ensure that the solution is satisfactory. 8. Enhancement Request For each request submitted for an enhancement, an SOW is required; a business requirements phase and cost analysis is needed as well. Each case will be guided by the size of request(s) and be deployed as agreed upon by the Client and ecvision Project team. 9. Escalation Process If the Support Process and SLA are not as expected, Customers may contact the Manager of ecvision Support: Ms. Sharon Wong - Supervisor, Customer Support Direct Phone# : Mr. Charles Hei Director, Worldwide Customer Support Direct Phone# :

10 Once an issue is referred, ecvision support team will coordinate internal and customer resources to gather relevant data and to resolve the issue. ecvision expects our customers to provide resources or data as requested and assist in troubleshooting if needed. 9

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