info@dcsedi.com 952-941-5466

Remote Support

Rapid Repair to Solve Your EDI Emergency Now!

 

Data Communication Solutions (DCS) has a dedicated EDI Support Team to better serve our clients. There are two types of support programs that we offer:

  1. Monthly Support Contract – Break/fix issues. Reactive support: Issues occur, causing problems in your system due to EDI.
  2. Incident Ticketing – Support occurs when a work order is in place.

.

Monthly Support Contract

Authorized users enter and review incidents/create tickets at our Support Portal. They may review old tickets to see the resolution and search the Knowledge Base for answers to commonly asked questions.

Our Support Contract encompasses a Service Level Agreement (SLA) which is designed to support your individual needs.

Benefits of a Monthly Support Contract:

  • Faster support time
  • You choose the number of monthly support hours needed for your company (minimum of 20 hours) and the SLA
  • Dedicated Support Staff
  • Cost Savings
  • Tailored Support Contract to meet your unique EDI needs
  • Ability to track the status of your reported incidents

.

Pay by Incident/Ticket/Work Order

This level of support is based on a FIFO (First In, First Out) concept. A current MSA (Master Support Agreement) with DCS must be in place to provide support.

  • All EDI Support issues that your in-house Level 1 Support can’t resolve should have a ticket created in our Ticketing System by our Support team
  • Tickets will be worked on a FIFO basis
  • There is no access to the Support Portal or the support Knowledge base
  • Hourly charges are fixed

All Support requests should utilize one of the two options outlined above. Requests outside these options will be delayed until DCS has a contractual vehicle under which it can perform.

Want to learn more? Contact DCS today!