CNHI Vendor Support Document

Transcription

1 CNHI Vendor Support Document This document includes information on contacting customer support for some of CNHI s top vendors. This document is also available on our support site Support.cnhi.com The vendors included in this document: CNHI I.T. & Digital Support Navision Support Vision-Data MediaSpan Newzware (Icanon) Managing Editor AT&T Verizon Paytrace Transcom E-Merchant Solutions Pitney Bowes Neopost/Hasler Voyager

2 CNHI Support Using the ticketing system will ensure proper response.

3 Navision Support If you need support with Navision

4 Vision-Data Support Total Advertising - Circulation - Legacy AR - Class Pagination - Web apps - Systems/hardware issues/feeds - totalad@vdata.com Call or cox@vdata.com (cc: circ@vdata.com in case George is out of town) ar@vdata.com Schwanke@vdata.com visionweb@vdata.com systems@vdata.com For any emergency or after hours - Call

5 MEDIA SOFTWARE CUSTOMER SUPPORT CALL Calls are answered in the order they are received, and take priority over support requests submitted online or by . If this main number is out of service for any reason, please use our backup number: Always here when you need a hand!!! Premium Plus service contract holders can reach technical support by phone 24 hours a day, 7 days a week. ONLINE Fill in the online form to create a new incident in our support incident system, and the first available support representative will respond during regular support hours. To esure the fastest possible response, inlcude your customer number where indicated. Your customer code: support@mediaspangroup.com Your will be forwarded into our support incident system, and the first available support representative will respond during regular support hours. For a faster response, ask us how to format your for automatic entry into our system. Regular Support hours: Monday - Friday, 8:00 AM - 8:00 PM, Eastern Time Premium Plus Telephone Support: 24 hrs/day, 7 days/wk, 365 days/year.

6 Newzware Icanon Support Newzware The address: Telephone: either / (listen to the prompts and request support) When sending s, please provide call back information (direct telephone), detailed problem description or question, along with example customer #s, ad #s, dates, subscribers #s, and screen shots or attach reports. We have a built-in screen snapshot option in the Newzware client that can take a picture of one of our screens and then opens an dialog.

7 Support Options for MEI Customers with Support Agreements Support Overview Three support options exist for customers with a current PSSA (Premium Site Support Agreement): 1. during normal business hours 2. Phone call during normal business hours 3. Phone call after normal business hours (production-stopping issues only) MEI will provide support to the trained product administrator or other authorized personnel at the site. In order to expedite support requests, we ask that customer end users first report issues to the internal administrator. If the administrator is unable to resolve the issue, he or she should contact MEI. Please do not MEI staff directly with support issues. The staff member may not be available, and the message may not be seen in a reasonable amount of time. Support Option Details During normal business hours (9 a.m. 5 p.m. EST) 1. Customers may send an to support@maned.com. This will generate a Support Ticket in our system. A staff member will respond shortly. 2. Customers may call the office number and follow the prompts for the appropriate technical support type. After normal business hours (5 p.m. 9 a.m. EST) After normal business hours, support is available for production-stopping issues only by calling our office number or and following the prompts for After Hours Support. Please leave a message with your contact information and a description of the problem. An on-call staff member will be contacted and will reply shortly. Production-stopping issues are considered to be those that would prevent an impending deadline from being met or otherwise prevent users from working. MEI staff have the discretion to postpone resolution of a Ticket if it is determined not to be production stopping by Managing Editor Inc. All rights reserved. No part of this document may be reproduced, copied, transmitted, transcribed, stored in any retrieval system or translated into any language in any form by any means without prior written permission from Managing Editor Inc. The content of this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Managing Editor Inc. MEI is a trademark of Managing Editor Inc. Managing Editor Inc. 610 Old York Road Suite 250 Jenkintown, PA

8 AT&T Support Service Management Procedures In the event of an outage or service disruption below is the process that needs to be followed in order to ensure this outage or service disruption is taken care of as quickly and efficiently as possible. 1. Please call Maintenance to have ticket created for the outage o Maintenance should continue to provide you with next steps and expectations for follow up 2. After the ticket has been opened with Maintenance, if you have not heard anything within an hour and a half please contact Service Manager, Harold Lile (7am - 4pm CT Sunday-Thursday), at HL295D@att.com or , and provide him with the following information: o Maintenance ticket number o Local contact: name and phone number o Address of site impacted o Access hours o The issue/impact to business o Who and How you would like to be updated 3. Service Manager will start correspondence via phone and follow up with for the history of the outage, providing status updates every 2 hours or as status changes. Please reach out to Service Management at any time during the process if you are not getting the needed assistance from Maintenance, even if you need to include the Service Manager on a conference call while working with Maintenance. 4. Service Management has 24x7 support: o Active issues that Harold has been engaged on will be handed off to the Service Management Evening Support Team as needed and they will continue to update throughout the night o For new issues outside of Harold s office hours (above), please contact the Service Management Evening/Weekend Support Team at and provide them with the information from bullet point #2 above. Please ensure to always copy Harold (HL295D@att.com) and Liz Winters (ew246u@att.com) on all correspondence.

9 Escalation Paths Service Manager - Service Interruption & Outage Escalation Support After Hours Live Service Management Harold Lile HL295D@att.com On Call Service Manager afterhourspcg@att.com (402) Further Escalation: If are you not receiving the updates from Harold every two hours please engage Vicki. Please only engage Teresa if both Vicki and Harold are not providing support as described above. Vicki Melvin(Supervisor) vm447p@att.com (402) Teresa Roggy-Schildt (Director) tr1956@att.com (402) Mobility Support Information Sales Executive Blake Iwaniw Contact: (205) blake.iwaniw@att.com Mobility Support: National Business Services Contact: (800) Please see attached Doing Business with AT&T sheet for more Information.

10 Ordering, Quotes Sales Account Manager Liz Winters Contact: (214) Mobility Sales Executive Blake Iwaniw Contact: (205)

11 Verizon Maintenance & Repair Guide A guide to assist Verizon customers with reaching the appropriate Verizon repair team that can best assist with a maintenance issue. Click here to get started or refer to the respective segments in the table below. Segment Online Residential Click here to access web link Click on Contact Us Small Business up to 20 employees Click here to access web link Click on Contact Us Medium Business employees Click here to access web link Click on Support, then Repairs Access via online tool or scroll down to the Additional Support section Enterprise 500+ employees Click here to access web link Click on Support, then Repairs Access via online tool or scroll down to the Additional Support section Verizon Regional (ILEC, Verizon Core) Verizon Business Contact Numbers Ticket Entry, Status, Escalation (select appropriate product and state when prompted) Ticket Entry, Status Escalation (request duty incident manager if needed) Medium Business: Enterprise: Verizon Wireless General Customer Service Verizon Conferencing USA , opt 4 Verizon FIOS Residential Verizon FIOS Business 800-VERIZON Access the Verizon Enterprise Center 2012 Verizon. All Rights Reserved. The Verizon and Verizon Business names and logos and all other names, logos and slogans identifying Verizon's products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.

12 PayTrace Support or *The PayTrace support information can also be found by clicking help on any page of the PayTrace site when users are logged in. Merchant-E Solutions Support Questions Web Reporting, Monthly Statements, etc Transcom Support Can answer Merchant E and Paytrace questions. CNHI Rep Direct: Gina Pombert Office:

13 Mail Machines Pitney Bowes Brad J McPherson President/CEO EAGLE BUSINESS SYSTEMS INC. 255 Kershaw Ind Blvd Montgomery Al Office: BradMc@EagleBizSys.com Neopost Pam Free Account Representative Neopost USA Southeast District (334) pam.free@haslerneopost.com

14 Voyager Fuel Card Support If you are having an issue with your Voyager Fuel Cards