Support

As a managed B2B EDI service provider Wesupply understand that our support capability is absolutely critical to our client’s operational success and peace of mind.

Wesupply has a UK based, dedicated team of highly skilled technicians, experienced in dealing with complex and detailed EDI support issues. Our team are intimately familiar with individual client implementations, ensuring fast problem resolution and continuity of service.

We undertake to own any issues from initiation, where they are logged into our call tracking system, right through to resolution. Clients are provided with configurable SLAs supported by key metrics and targets.

To make sure every client gets the value they expect, Wesupply support offers flexible support options that suit every business need. These include our Standard Support Plan, which is available for OneTime Connect and Business clients.

An extended 24×7 plan is available for our OneTime Enterprise & Community clients along with the Premium Support Plan as an additional upgrade.

Standard Support Plan

• Telephone access to client support services during core office hours:

- For user support, password re-sets, setting up/deleting user profiles and general advice and guidance

• 24×5 critical incident support

• System availability monitoring:

- Proactive monitoring of service by helpdesk during core office hours

- System generated notification alerts for technical message failure

• Standard support incident response targets

• No limit on the number of incidents

• Application updates and scheduled releases

• Support briefings for selected topics

• Initial upload of validation tables e.g. store details, product codes, prices

Extended Support Plan (24×7)

Tailored for clients who also need to secure their operations during the weekend, for 365 days a year and 24 hours a day, you will receive prompt response to your severity 1 incidents.

• Critical incident support

• Proactive monitoring of service by helpdesk consultants

• Alert and notification of system failures

Premium Support Plan

The Premium Support option is designed to build closer on-going relationships between clients and the Wesupply Managed Service team to deliver more proactive support. The following components are available as part of the Premium Service option and are offered in addition to the Standard Service.

• 24×7 Service (as above)

• Throughput alerting (monitoring for expected messages not received)

• Alert, notification and resolution of system, message & document failures

• Positive confirmation of file processing

• Document tracking through Portal

• Maintenance of validation tables

• On-going maintenance of trading oartner connectors, mailboxes, messages

• Assigned managed service key support contact

• Premium support incident response targets

• Special event support

• Quarterly activity reports