EMEA Managed Services Support Overview. David Carson

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1 EMEA Managed Services Support Overview David Carson

2 GXS Managed Services Support C U S T O M E R Production /Managed Services Support 24x7x365 Proactive application monitoring & control Proactive transaction monitoring & processing Incident response and resolution Co-located in Global Operations Centre Operations 24x7x365 Technical Services 24x7x365 C U S T O M E R Data centre operations Infrastructure and platform monitoring Duty managers Proactive infrastructure control Proactive platform Management Incident response and resolution

3 Agenda GXS Support Organisation How to reach GXS Support GXS Incident handling Service Levels Service Level Reporting / Governance

4 GXS EMEA Customer Support for Managed Services EMEA Customer Support Rene Mens, Dir. (NL) Standard Managed Services Brian Hayward VP GSS Operations US (US) Client Services (Tier 1) Dave Carson, Mgr. (UK) Technical Support (Tier 2) Frits Luchsinger, Mgr. (NL) Software and Inovis Support Tracey Robertson, Mgr. (UK) Don Rios, Dan Zirkle, Justin Rymer Technical Support, Mgr. (US) Teams / People in: Belgium France Germany Italy Netherlands UK Teams / People in: France Germany Netherlands UK Teams / People in: UK Support in English Office hours + on-call for Severity 1 / 2 tickets 24*7*365 operation 3 shifts English language support only Support for Managed Services Customers Support in local languages and English Support in English and local language Local office hours only Office hours + on-call for Severity 1 / 2 tickets

5 How to reach GXS Support Call or Production Services - 24*7 services English only - Tel: +44 (0) select option 5 - Tel: PROD [email protected] Call the local help desk - Local office hours local language(s) and English - All details on local websites and via Logon to the Customer Portal All contact and escalation details are documented in the guide: - Communicating with GXS Global Support Services Note: For high severity issues, is insufficient, please call!

6 GXS Customer Portal Access via url: Available functions - Submit a new Service Request - Check open and closed Service Requests - Obtain information about GXS - Query GXS Knowledge Base Customers needs to be set up for the GXS Customer Portal please contact your Delivery Manager

7 Incident Management Ticket Flow Tier 1 / Service Desk When a call comes in a specialist logs the ticket into the GXS incident tracking system, collects all necessary information, and attempts to resolve and close the call s to Production Services are automatically translated into a ticket and entered into the incident tracking system. An automated reply acknowledging receipt is returned to the sender. This contains ticket tracking information as well as information on when follow up will occur Note: If reporting a major issue the must be accompanied by a telephone call If an incident cannot be addressed by Tier 1 the specialist immediately escalates it to Tier 2 Tier 2 / Backbone Tier 2 (Technical Support) prioritises incidents according to the nature and the severity level. Specialists perform advanced diagnostics and attempt to resolve each incident. If resolution is not achieved within a specified time frame, the incident is escalated to the appropriate Tier 3 team Tier 3 / Advanced Resolution Two teams are available: Application Control Engineers Support (ACES) and Infrastructure Control Engineers Support (ICES). They perform hardware and software diagnostics and identify, fix, and test changes

8 Standard Incident Severity Levels Severity Definition 1 Urgency is High and Impact is High A Managed Service client has a large number of their trading partners are affected with extreme impact No work around available or alternate method of transacting Critical component outage without client workaround Clients are unable to transact Disruption has significant financial or regulatory impact 2 Urgency is High and Impact is Medium OR Urgency is Medium and Impact is High A Managed Service client has a large number of their trading partners affected with extreme impact Work around available or alternate method of transacting Critical component outage A Managed Service client has one or a small amount of trading partners affected with extreme impact No work around available or alternate method of transacting Client unable to transact Measurement Maximum Time Response 30 minutes 95% Resolution 2 hours 90% Response 1 hour 95% Resolution 8 hours Service Level Target 90%

9 Standard Incident Severity Levels Severity Definition 3 Urgency High and Impact is Low OR Urgency is Medium and Impact is Medium OR Urgency is Low and Impact is High A Managed Service client has one or a small amount of their trading partners affected with medium impact Work around available or alternate method of transacting Impact to small non critical trading partners or no trading partners Customers or suppliers may or may not be aware of the issue Functionality may be degraded Important component outage 4 Urgency is Medium and Impact is Low OR Urgency is Low and Impact is Medium OR Urgency is Low and Impact is Low A Managed Service client has one or a small amount of their trading partners affected with minimal impact Not time sensitive No impact to client s customers or suppliers Non critical production map changes Resending/reprocessing an on line file Reprocessing of archived data Measurement Maximum Time Response 8 hours 95% Resolution 24 hours 90% Response 24 hours 95% Resolution 72 hours 90% Service Level Target

10 Support Governance / SLA Reporting Monthly Service Level Reporting - Availability - Throughput - Incident Response and Resolution Governance - Operational Reviews as required handled by your GXS Delivery Manager