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 3
Main Operation Functions 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 services. 4
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 5
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 6
SIS Helpdesk 7
SIS Forums www.iata.org/sisforum When should I use the forum? For queries, before you migrate to SIS If you have queries look up the forum as it may have already been answered there Do not raise production / sandbox queries in the forum The SIS Forums will remain open till April 2013 8
SIS Operations sisoperations@iata.org Queries post migration : For ISPA queries For Sandbox not working For Critical issues / escalations Enhancement requests Please do not raise the same issue in SIS Helpdesk as well as SIS Operations 9
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 10
Support Coverage Contact available 24/7 Teams located in YMQ, GVA and soon to also include SIN GVA and SIN offices only handle basic cases(i.e. reset passwords). All case analysis to be addressed from YMQ, during EST working hours 11
Raising Issues 12
Raising an Issue to the SIS Help Desk For your convenience there are 3 places from where SIS Participants can raise issues to the SIS Help Desk From the SIS website www.iata.org/sis Click Contact SIS Help Desk 13
Raising an Issue to the SIS Help Desk By clicking Contact SIS Help Desk from the IS Web 14
After Clicking Contact SIS Help Desk The SIS Help Desk Web Form opens http://www.iata.org/whatwedo/finance/clearing/sis/pages/sis-help-desk.aspx Fill in the form and click submit This automatically creates a case in SIS Help Desk A confirmation email is sent to you with the case # Email can also be sent to SISHELP@IATA.ORG (Case # automatically created) Usage of the Web form is highly recommended 15
Importance of the Case Description Be specific in your description, add references to invoice #, file name, etc. More information the less delay in addressing the issue. 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 16
Demonstration 17
How Can you Follow up on Cases? Access to the SIS Help Desk Customer Portal will be granted to the SIS Member Super Users. Status of the case will be shown along with other important case details. Regular users who do not have access to the portal can follow up by replying to original case email. Please do not log a new case/email if one is already open. SIS Help Desk may need more information to understand the case An email & or comment would be sent/added to the case and the status changed to waiting for customer feedback 18
Resolution of Cases Cases are addressed and prioritized by SIS Help Desk team More complex issues escalated to technical team off shore Received escalated internally email? We will reply within a few days after further internal investigation What happens if there is a fix required? Status of case is in resolved status. Fix will be deployed into the system in the next release(weekly or every 2 nd week) 19
SIS Help Desk Customer Portal 20
Thank you. Email: sis@iata.org SIS Website: www.iata.org/sis 21