53 presentación service center en
TRANSCRIPT
ADAM Service Center
Table of Contents
1
2
Objective
3
4
Support Plan
General Functions
Service Window and Means of Contact
ADAM Service Center
Service Center Objectives
Provide customer service for the use, installation, configuration, environment
and maintenance of the ADAM 5 application, meeting the service level
agreements agreed to with our clients in an efficient and timely manner
through a clear and measurable incident management.
ADAM Service Center - Coverage
Service Center Contacts
Phone Numbers:
From Mexico: 01 800 801 ADAM (2326)
From Latin America: 52 (55) 1500 8600
Window of Service:
Monday through Friday from 8:00 AM to 8:00 PM Mexico City time.
[email protected] Numbers:
From Mexico City: 1500 86031500 86041500 8605
From within Mexico: 01/800 801 ADAM (2326)
From Latin America: 52 (55) 1500 860352 (55) 1500 860452 (55) 1500 8605
Window of Service:
Weekdays: Monday through Friday from 8:01 PM to 7:59 AM Mexico City time.
Weekends: from Friday at 8:01 PM through Monday at 7:59 AM Mexico City time.
NOC Contacts
Service Plan
Client Channel
Partner
Client
Channel
Partner
Fiscal Support
TechnicalDevelopment Data
Center
Service
Center
Support First
and Second Line
Third Line Support
Support Plan for Clients
and Channel Partners
Service Center Overall Purpose
• Receive Requests
• Register
• Classify
• Categorize
• Prioritize
• Assign
• Resolve/Address
• Obtain Approval
• Closure
Follo
w-u
p
• Service interruption or degradation
o Cannot access the application
o Error in executing processes
o Error in Adding, Removing or Changing Employees
o Error in running reports
o Error in executing interfaces
Incident
Petition Classification
• Requests that do not modify the production environment
o Create, Debug and Update Users
o Create Environments
o Database Back-up
o Environment Update
Service Request
Petition Classification
• New developments, changes to application functionality or requests that change the production environment
o Drafting of Special Reports
o Special Interface Development
o Special calculations requiring programming
o Changes in formulation or parameterization
RFC Request for Change
Petition Classification
NO
Levels Required for Resolution
Third Line
Second Line
First Line
Escalation of Incident Flows
RECEIVE AND REGISTER
INITIAL SUPPORT
SERVICE REQUEST?
RESOLVED?RESOLUTION
RECOVERY
YES
RESEARCH DIAGNOSTIC
RESOLVED?RESOLUTION
RECOVERY
NO
YES CLOSING OF INCIDENT
RESEARCH DIAGNOSTIC
RESOLVED?RESOLUTION
RECOVERY
NO
YES
NO
YES
SERVICE REQUEST PROCEDURE
Escalation of Incident Flows
First Line
Pertains to the first level of service, where requests are received, recorded, assessed, classified, categorized
and prioritized.
If the case is resolved at this level, an email is sent to the applicant for validation and approval.
If the requester is satisfied with the solution, the case is closed.
If the case is not resolved, it is escalated to the second level.
Second Line
The second level of service receives the request escalated due to its more complex nature, which is analyzed
to determine the solution.
If the case is resolved at this level, an email is sent to the applicant to notify the case was resolved and
requesting validation and approval.
If the requester is satisfied with the solution, the case is closed.
If the case is not resolved, it is escalated to the next level.
Third Line
The second level of service receives the request escalated due to its more complex nature, which is analyzed
to determine the solution.
If the case is resolved at this level, an email is sent to the applicant to notify the case was resolved and
requesting validation and approval.
If the requester is satisfied with the solution, the case is closed.
If the case is not resolved, it is escalated to specialized areas, such as development or the Data Center.
Solution Timelines
Severity Impact Solution Time
1 Incident
Critical degree of business impact and high customer urgency due to non-
continuity of the process, refers to a system, product or component failure, with
an impact on the level of service and impact on an important business
functioning that prevents operations until the malfunction is resolved. Incidents
related to a single system or access user is not considered to be within Severity
1.
24 working
hours
2 Incident
Means that an incident has a significant impact on the business and affects the
ability of the business to meet daily tasks, and therefore, affects the daily level
of service and consequently, the business can operate either with a temporary
solution or manual processes, although service is degraded.
2 business days
3 Incident
Means that an incident has a medium level of impact on the business and is due
to an incident that results in a limited loss of functionality, during which the work
can be completed using alternate methods and there is no impact on daily Levels
of Service, and consequently, the business can continue to operate, even though
there is some impact on the service.
7 business days
4 Incident
Means that an incident has a low level of impact on the business and is due to a
minor incident or a request that has no impact on the daily level of service and
only requires monitoring.
20 business
days
5 SS Does not impact the continuity of service and there is no loss of data. Request
for consultations, information requirements, user creation, backups, etc.
Variable
according to
valuation
6 RFC Does not impact the continuity of service and there is no loss of data. Request
for new features, special developments for Clients that are in operation.
Variable
according to
valuation
SS (Request for Servicio) RCF (Request for Change)
Note: The solution delivered can be alternate or permanent depending on the type of request.
ADAM Escalation
A communication and escalation mechanism is established between the client and
ADAM Technologies, ensuring the involvement of staff from varying levels of the
organization.
Strategic
Tactical
Operational
Strategic
Tactical
Operational
ADAM Client
ADAM Escalation
Contacts for escalations within ADAM:
Strategic
Tactical
Operational
Luis JaramilloDirector of [email protected].: 52/55 15 00 86 44
Miguel DueñasSC Manager
[email protected].: 52/55 15 00 86 35
Karla TorresHead of Service Center
[email protected].: 01 800 801 23 26
ContactFor more information visit:
http://www.payrolladam.com
Phone: (52–55) 15 00 86 00