Inland Intermodal Logistics Services Technology Solutions Division One Support Protocols Version 2.0

Transcription

1 Inland Intermodal Logistics Services Technology Solutions Division One Support Protocols Version 2.0

2 One Support Protocols One Support Hours: Hours of Operation for the One Support Service are between 07:00 through 18:00, Monday through Friday, except official holidays. Support Requests and Requests for Changes: A support request is any type of request that references an existing service and will be handled in accordance with the protocols within this document. Requests for changes are new services, or changes in existing services that will be reviewed and approved prior to scheduling. Examples of requests for change would be: a new site, new telephone system, etc., adding a new scanning service, development or software design changes. There are several methods to submitting a request ticket. By Online By Phone OneSupport@iils.com for hardware, network, phones, Great Plains, ILS intranet func ons, and business portals such as Driver Hiring, HR Portal, Accident Claims (ICS), and issues not directly related to SWS So ware and Loadmaster. Further descrip ons are provided at the end of this document. swshelpdesk@iils.com for issues directly related to the SWS So ware and Loadmaster. Further descrip ons of requests that should be made directly to the SWS Helpdesk are provided at the end of this document. Entering an Issue Ticket directly into the system (access provided at your company intranet site). h p://onesupport.iilogis cs.com Calling the One Support team at (dial 3777 thru OneConnect). The most efficient way for support requests to be handled is by . and Online entering of the request are the preferred methods to make a request and ensure there is a permanent record of your request. All requests will be coordinated between the support groups internally. All ILS employees should copy their supervisor when making a request

3 Priority, Response, and Resolution To better support the business needs, requests are to be prioritized as follows Priority Defini on Response Resolu on Emergency The user is unable to use a business cri cal func on that impacts more than one user at a me or a VIP member. That is a func on on which the end user is totally dependent in order to con nue the normal course of business Immediately 2 to 4 Hours High The user is unable to use a business important func on and as a result this is caus- < 1 Hour 4 to 8 Hours ing major inconvenience, but is not preven ng the normal course of business. Normal (default) The user is unable to use a func on and as a result this is causing some, but not major inconvenience. < 4 Hours 4 Business Days Low The problem in the Service being reported has minimal business impact. 4 Hours 10 Business Days The One Support team will use the priority specified by the user unless this is clearly inconsistent with the nature of the problem, in which case the revised priority will be agreed upon by both parties. Notes: This times are based in business hours, usually Monday to Friday from 07:00 to 18:00, excluding official holidays. All calls logged will be passed to a One Support team member with-in the first 20 minutes of being received, and response and resolution times will be based in the previous support matrix. There will be times where due to external variables the resolution time will need to be postponed. In such event the One Support team will notify the user and agree upon a new resolution target. The One Support Team will aim to achieve the target response and resolution times for 80% or more of the support issues logged for each priority. Response is defined as contact by a One Support Team member. This may be to provide a resolution, or to request more information in order for investigation to commence. Valid contact methods are: , phone and client on site visit. Resolution is defined as a course of action identified by a Team Support member. This may be a solution, a referral log, or: Advice / Explanation of how the method or function should be used. Workaround provided where a defect has been identified and agreed. Confirmation that the call has been identified as a known bug in the service.

4 Providing your Help Desk with the right information Proper information is critical to enable your support team to promptly and efficiently address your request. The following information will always be helpful when submitting a request. General Informa on 1. User informa on including a. Name b. Company name c. Company loca on d. Contact number 2. If you are submi ng a cket via ; a. In the subject line add a short and brief descrip on of the request. B. In the body, add a general descrip on of the request. Specific informa on about the request as described in the following. Desktop Issues 1. User login name 2. Computer PC Name 3. Equipment involved (printer, scanner, monitor, keyboard, computer, etc) if known 4. Print Screen of Error Message or Problem or copy the message into the . If not possible, then as much of the error message that can reasonably be typed. 5. Brief descrip on of the issue and what system is involved. System Issues New User Changes and Termina on of User Privileges These issues should be reported by a supervisor or loca on manager. A system issue is generally an issue that impacts more than one user and will immediately be escalated to a high level. The following informa on would be helpful: a. Loca on b. Contact informa on c. Descrip on of the problem and which system d. Device if system printer or scanner. It is the responsibility of the employee s supervisor to make these requests promptly to the One Support. Wai ng un l the employee s first day of work to make this request only means that the employee may have to wait several hours before gaining access to the system. Requests to add new users should include the following: a. First and Last Name b. Posi on / Role c. Loca on d. Computer Name e. Telephone Number f. Permanent or Temp. employee Users will be setup with standard access given their posi on unless otherwise noted. Communica on of transfers, termina ons, etc., should be made promptly to ensure security of the system. It is the responsibility of the employee s supervisor to communicate these changes.

5 Providing your Help Desk with the right information (continuation) Purchase Request The One Support Team has the authority to replace or repair desktop user equipment when it is determined the equipment is no longer func onal on a case by case basis. Bar code printers, system printers and system scanners will also be replaced if no longer func onal, but to ensure the item is needed, One Support Team will no fy the appropriate business approver. All other requests for desktop user equipment will need to be approved by your company s business approver. The approval should be submi ed with the support request. When the request is not jus fied or does not have the approval, One Support Team will send the request to the appropriate business approver to secure approval or further review. Microso Office so ware for Exchange, Excel and Word are standard components. Updates to the most recent version will be provided with the appropriate business approver. Other Microso Office products such as Microso Publisher, Visio, Power Point and for all other so ware will require business approval if less than $ Addi onally President approval will be required if this amount is exceeded in aggregate or in total for the loca on. Note: The business approver is normally a company Vice President or a President depending on the area you are located. For more details on whom should approve from your division, please contact your local supervisor. Support Exclusions (The following areas fall outside the realm of IT Support Desk:) - Problems with desktops not primarily used to carry out IMC business. - Hardware repair for privately owned systems. - Troubleshoo ng problems that may be caused by incompa bili es due to games or other nonprofessional so ware installed on the desktop. - Will not provide house calls (Except during a Disaster Recovery Events). - Peripheral devices not purchased by One Support such as, but not limited to, PDA s, Web cameras, scanners, business card scanners, and back-up devices. After Hours or Emergency Support (ER-Support): Only emergency requests will be supported after the Hours of Operation defined at the beginning of this document. Only managers and executives should make these requests. The emergency support telephone number is , then press 1. Telephone calls should be followed up by sending an request to: ERSupport@iilogistics.com. There will be a high-level support person attending both and telephone after hours. This support will not be 24-7, but will provide a higher level of coverage and more formal level on weekends and early morning or late evening weekdays. Only managers, and executives should use this reporting protocol for after-hours for the following issues. After hours is anytime not between 07:00 to 18:00, Central time; Saturday and Sundays all day. 1. Interchange lane computers 2. MDR / Documentation Scanners 3. Telephones 4. T-1 / Data line outages (please note this impacts telephones, internet, and all system usage) 5. Video Security for selected sites.

6 VPN or Access From Home: A VPN connection utilizing any ISP (Internet Service Provider) allows you to access your desktop or appropriate software modules to perform work after hours. This access will only be granted with authorized approval from the Vice President or President of your organization. Issues or requests for support for VPN Access are handled during normal business hours only. Training Our philosophy for training is that your supervisor or company location will provide all user training for the use of critical business functions. In particular this is the use of the SWS, Depot Systems (maintenance) and all accounting systems. Training for the use of the following systems is available via webcasts and are handled by the One Support team and by appointment. Driver Hiring System Claims System HR Business Portal Training for the use of Microsoft Office Products can be secured using the ILS Skillsoft site and all others by the external training centers and coordinated with your supervisor. All training materials and guidelines available will be posted on your company s intranet site. Examples of this material usually will include: SWS Driver Scanning Driver Hiring System

7 Support Request Examples Support Group Examples One Support The rule of thumb if it concerns hardware, network connec vity or New user setup All Desktops computers, scanner and peripheral device support. All support for non-trucking companies All non-sws so ware applica ons All network issues Internet and intranet maintenance issues, except for Customer Depot. Video Security (On OneSecurity sites) Telephone, Blackberry and PDA Issues (For company own devices) and Webmail VPN Services Microso Office Products Great Plains of Microso Dynamics issues HR Portal Driver Hiring Portal ICS or Claims System portal ILS Intranet func ons and processes Integra on issues from SWS or other Systems to the Accoun ng Systems Training for the use of any customized business portal (Claims, Driver Hiring, HR) SWS (Six Wheel System) The rule of thumb is if it is SWS applica on related, excep ng new user setup. Func onality, training and support issues of the SWS Truck, Depot, Invoicing and Document Imaging processes, whether a bug, training, etc. Addi onal access to the SWS func ons a er the user has been setup Driver Scanning Sta on So ware EDI Invoicing and billing issues from the SWS, but not integra ons of invoicing or other data from SWS into Great Plains and / or other data bases Print jobs from the SWS or LoadMaster databases Rail Tracing applica ons Customer Depot.com and user setup for this applica on.

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