Support - Revision history

Anw at 11:26, 4 June 2013

2013-06-04T11:26:48Z

← Older revision		Revision as of 13:26, 4 June 2013
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	>>>		>>>
	<!-- PAGE ~~BREAK~~ -->		<!-- NEW PAGE -->
	==OBS Support Process==		==OBS Support Process==
	When the incident has been created, the OBS Logistics team will be informed by email and the next available member of staff will pick up the issue. The client will be contacted directly at that point.		When the incident has been created, the OBS Logistics team will be informed by email and the next available member of staff will pick up the issue. The client will be contacted directly at that point.

Anw at 11:26, 4 June 2013

2013-06-04T11:26:14Z

← Older revision		Revision as of 13:26, 4 June 2013
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	>>>		>>>
			<!-- PAGE BREAK -->
	==OBS Support Process==		==OBS Support Process==
	When the incident has been created, the OBS Logistics team will be informed by email and the next available member of staff will pick up the issue. The client will be contacted directly at that point.		When the incident has been created, the OBS Logistics team will be informed by email and the next available member of staff will pick up the issue. The client will be contacted directly at that point.

Anw at 11:25, 4 June 2013

2013-06-04T11:25:33Z

Anw at 11:24, 4 June 2013

2013-06-04T11:24:21Z

← Older revision		Revision as of 13:24, 4 June 2013
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	<tr ~~style='height:125.25pt'~~><td valign=top ~~style='height:125.25pt'~~><p align=right><b><span style='color:#0070C0'>CALL DESCRIPTION</span></b></p></td>		<tr><td valign=top ><p align=right><b><span style='color:#0070C0'>CALL DESCRIPTION</span></b><br /><br /><br /><br /><br /></p></td>
	<td valign=top ~~style='height:125.25pt'~~><p></p></td></tr>		<td valign=top><p></p></td></tr>
	</table>		</table>

Anw at 11:26, 18 October 2011

2011-10-18T11:26:29Z

← Older revision		Revision as of 13:26, 18 October 2011
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	Tel:0845 609 5900		Tel:0845 609 5900

	Note: Only blue fields need to be entered - all other data has been pre-entered.		{{Note\|Only blue fields need to be entered - all other data has been pre-entered.}}

			This can be copied from this page and pasted into an email.

			<<<

	<table border=0 cellspacing=0 cellpadding="5" width="100%" border="solid black 1px">		<table border=0 cellspacing=0 cellpadding="5" width="100%" border="solid black 1px">
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	<td valign=top style='height:125.25pt'><p></p></td></tr>		<td valign=top style='height:125.25pt'><p></p></td></tr>
	</table>		</table>

			>>>

	==OBS Support Process==		==OBS Support Process==

Anw at 10:47, 18 October 2011

2011-10-18T10:47:04Z

← Older revision		Revision as of 12:47, 18 October 2011
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	<tr><td>1 </td><td>Critical Issue: A complete failure of the supplied system affecting a significant part of the operation. There is no workaround available. </td><td>30 Mins </td><td>4 Hours</td></tr>		<tr><td>1 </td><td>Critical Issue: A complete failure of the supplied system affecting a significant part of the operation. There is no workaround available. </td><td>30 Mins </td><td>4 Hours</td></tr>
	<tr><td>2 </td><td>Low: Non-urgent problems, user agrees low priority. </td><td>30 Mins </td><td>10 working days</td></tr>		<tr><td>2 </td><td>Low: Non-urgent problems, user agrees low priority. </td><td>30 Mins </td><td>10 working days</td></tr>
	<tr><td>3 </td><td>By Due Date: An incident that has been resolved with a workaround, awaiting a permanent fix to be applied </td><td></td><td>Outside SLA</td></tr>		<tr><td>3 </td><td>By Due Date: An incident that has been resolved with a workaround, awaiting a permanent fix to be applied </td><td> </td><td>Outside SLA</td></tr>
	</table>		</table>

Anw at 10:45, 18 October 2011

2011-10-18T10:45:47Z

← Older revision		Revision as of 12:45, 18 October 2011
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			==Raising Incident Reports==

			All incidents or requests for information are raised through the OBS Logistics Helpdesk, either as an email to them or calling the number provided.
			The email template below shows the information that needs to be provided – several items have already been filled in for SM Fleet.

			Email: [mailto:Helpdesk@obs-logistics.com Helpdesk@obs-logistics.com]

			Tel:0845 609 5900

			Note: Only blue fields need to be entered - all other data has been pre-entered.

			<table border=0 cellspacing=0 cellpadding="5" width="100%" border="solid black 1px">

			<tr><td colspan=2 valign=top><p>[mailto:Helpdesk@obs-logistics.com Helpdesk@obs-logistics.com] Please raise a new OBS support incident for the following:</p></td></tr>

			<tr><td valign=top width="200px"><p align=right><b><span style='color:#0070C0'>PRIORITY</span></b><b><span style='color:#0070C0'></span></b></p></td>
			<td valign=top><p>        (1-Critical, 2-Low, 3-By Due Date)</p></td></tr>

			<tr><td valign=top><p align=right><b>CONTRACT</b></p></td>
			<td valign=top><p>SMF (SM Fleet Limited)</p></td></tr>

			<tr><td valign=top><p align=right><b>PROJECT</b></p></td>
			<td valign=top><p>EPOD</p></td></tr>

			<tr><td valign=top><p align=right><b>SITE</b></p></td>
			<td valign=top><p>.</p></td></tr>

			<tr><td valign=top><p align=right><b>JOB</b></p></td>
			<td valign=top><p>EPOD</p></td></tr>

			<tr><td valign=top><p align=right><b>PRODUCT</b></p></td>
			<td valign=top><p>EPOD</p></td></tr>

			<tr><td valign=top><p align=right><b>QUEUE</b></p></td>
			<td valign=top><p>epq</p></td></tr>

			<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL REFERENCE</span></b></p></td>
			<td valign=top><p></p></td></tr>

			<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL SUMMARY</span></b></p></td>
			<td valign=top><p></p></td></tr>

			<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT TEL</span></b></p></td>
			<td valign=top><p></p></td></tr>

			<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT NAME</span></b></p></td>
			<td valign=top><p></p></td></tr>


			<tr style='height:125.25pt'><td valign=top style='height:125.25pt'><p align=right><b><span style='color:#0070C0'>CALL DESCRIPTION</span></b></p></td>
			<td valign=top style='height:125.25pt'><p></p></td></tr>
			</table>

			==OBS Support Process==
			When the incident has been created, the OBS Logistics team will be informed by email and the next available member of staff will pick up the issue. The client will be contacted directly at that point.

			Service levels are related to the incident priority, and are as follows:
			<table border="solid black 1px" cellspacing=0>
			<tr><td>Priority </td><td>Description </td><td>Helpdesk Response </td><td>Workaround/ Resolution</td></tr>
			<tr><td>1 </td><td>Critical Issue: A complete failure of the supplied system affecting a significant part of the operation. There is no workaround available. </td><td>30 Mins </td><td>4 Hours</td></tr>
			<tr><td>2 </td><td>Low: Non-urgent problems, user agrees low priority. </td><td>30 Mins </td><td>10 working days</td></tr>
			<tr><td>3 </td><td>By Due Date: An incident that has been resolved with a workaround, awaiting a permanent fix to be applied </td><td></td><td>Outside SLA</td></tr>
			</table>

			Working hours for the SLAs are 9:00am to 5:30pm Monday to Friday excluding public holidays.

	All connectivity and support information is held encrypted on the OBS Logistics shared network. The document is in <pre>P:\EPOD\Support\ITG C3PL-M Support v1.0.docx</pre>		All connectivity and support information is held encrypted on the OBS Logistics shared network. The document is in <pre>P:\EPOD\Support\ITG C3PL-M Support v1.0.docx</pre>
	Please contact your team leader for access.		Please contact your team leader for access.

Anw: Created page with "All connectivity and support information is held encrypted on the OBS Logistics shared network. The document is in

P:\EPOD\Support\ITG C3PL-M Support v1.0.docx

Please..."

2011-10-18T09:22:19Z

Created page with "All connectivity and support information is held encrypted on the OBS Logistics shared network. The document is in <pre>P:\EPOD\Support\ITG C3PL-M Support v1.0.docx</pre> Please..."

New page

All connectivity and support information is held encrypted on the OBS Logistics shared network. The document is in <pre>P:\EPOD\Support\ITG C3PL-M Support v1.0.docx</pre>
Please contact your team leader for access.

{{warning|This document contains secure connection criteria and passwords relating to our customers' networks. This must not be printed or left accessible to anyone, internal or external to OBS Logistics.}}

[[Category:WI 287575 EPOD Development and Release Process|700]]

← Older revision		Revision as of 13:25, 4 June 2013
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	<table border=0 cellspacing=0 cellpadding="5" width="100%" border="solid black 1px">		<table border=0 cellspacing=0 cellpadding="5" width="100%" border="solid black 1px">

	<tr><td colspan=2 valign=top><p>[mailto:Helpdesk@obs-logistics.com Helpdesk@obs-logistics.com] Please raise a new OBS support incident for the following:</p></td></tr>		<tr><td colspan=2 valign=top><p>[mailto:Helpdesk@obs-logistics.com Helpdesk@obs-logistics.com] Please raise a new OBS support incident for the following:</p></td></tr>

	<tr><td valign=top width="200px"><p align=right><b><span style='color:#0070C0'>PRIORITY</span></b><b><span style='color:#0070C0'></span></b></p></td>		<tr><td valign=top width="200px"><p align=right><b><span style='color:#0070C0'>PRIORITY</span></b><b><span style='color:#0070C0'></span></b></p></td>
	<td valign=top><p>        (1-Critical, 2-Low, 3-By Due Date)</p></td></tr>		<td valign=top><p>        (1-Critical, 2-Low, 3-By Due Date)</p></td></tr>

	<tr><td valign=top><p align=right><b>CONTRACT</b></p></td>		<tr><td valign=top><p align=right><b>CONTRACT</b></p></td>
	<td valign=top><p>SMF (SM Fleet Limited)</p></td></tr>		<td valign=top><p>SMF (SM Fleet Limited)</p></td></tr>

	<tr><td valign=top><p align=right><b>PROJECT</b></p></td>		<tr><td valign=top><p align=right><b>PROJECT</b></p></td>
	<td valign=top><p>EPOD</p></td></tr>		<td valign=top><p>EPOD</p></td></tr>

	<tr><td valign=top><p align=right><b>SITE</b></p></td>		<tr><td valign=top><p align=right><b>SITE</b></p></td>
	<td valign=top><p>.</p></td></tr>		<td valign=top><p>.</p></td></tr>

	<tr><td valign=top><p align=right><b>JOB</b></p></td>		<tr><td valign=top><p align=right><b>JOB</b></p></td>
	<td valign=top><p>EPOD</p></td></tr>		<td valign=top><p>EPOD</p></td></tr>

	<tr><td valign=top><p align=right><b>PRODUCT</b></p></td>		<tr><td valign=top><p align=right><b>PRODUCT</b></p></td>
	<td valign=top><p>EPOD</p></td></tr>		<td valign=top><p>EPOD</p></td></tr>

	<tr><td valign=top><p align=right><b>QUEUE</b></p></td>		<tr><td valign=top><p align=right><b>QUEUE</b></p></td>
	<td valign=top><p>epq</p></td></tr>		<td valign=top><p>epq</p></td></tr>

	<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL REFERENCE</span></b></p></td>		<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL REFERENCE</span></b></p></td>
	<td valign=top><p></p></td></tr>		<td valign=top><p></p></td></tr>

	<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL SUMMARY</span></b></p></td>		<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CALL SUMMARY</span></b></p></td>
	<td valign=top><p></p></td></tr>		<td valign=top><p></p></td></tr>

	<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT TEL</span></b></p></td>		<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT TEL</span></b></p></td>
	<td valign=top><p></p></td></tr>		<td valign=top><p></p></td></tr>

	<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT NAME</span></b></p></td>		<tr><td valign=top><p align=right><b><span style='color:#0070C0'>CONTACT NAME</span></b></p></td>
	<td valign=top><p></p></td></tr>		<td valign=top><p></p></td></tr>


	<tr><td valign=top ><p align=right><b><span style='color:#0070C0'>CALL DESCRIPTION</span></b><br /><br /><br /><br /><br /></p></td>		<tr><td valign=top ><p align=right><b><span style='color:#0070C0'>CALL DESCRIPTION</span></b><br /><br /><br /><br /><br /></p></td>
	<td valign=top><p></p></td></tr>		<td valign=top><p></p></td></tr>