Critical: An incident is critical when there is a complete standstill of critical business processes or if the entire MECOMS™ modules cannot be used and no workaround is available. This status can only be selected when the issue pertains to a live production environment.
High: An incident priority is high when MECOMS™ key functionality is not working according to the standards preventing our customers or partners in their implementation. This status can only be selected when no workaround is available and when the issue pertains to a live production environment.
Medium: An incident priority is medium when MECOMS™ key functionality is not working according to standards preventing our customers or partners in their implementation. This status will be selected when a workaround is available implying that the impact is minimal.
Low: An incident priority is low when individual issues are found without impact on business processes and/or individual functionality. As such, impact is low on the implementation by our customer or our partner.
The priority of an incident is defined by the MECOMS™ customer respecting these definitions. All fixes for critical and high incidents are delivered as a hot-fix through a separate .xpo file. A hot-fix is published on the MECOMS™ Portal and is emailed directly to the customer or the responsible implementation partner to merge with the custom developed software.
Time Span: The MECOMS™ product support organization is providing you with support within the Time Span as indicated. Depending on the support service and the incident priority, different response time and resolve effort commitments are applicable. Hours are set in Central Europe Time (Paris) with respect of the Daylight Saving Time (DST).
Response Time Commitment: We commit to response times in case of incidents. Response times are measured between the creation of an incident in the Ferranti service desk tool and the first status transition (example: to status ‘Accepted’). There is no response commitment for the Essential where support is provided on a best effort basis.
Resolve Effort Commitment: We commit to efforts to resolve incidents within the indicated Time Span. There are no resolve effort commitments for the Essential where support is provided on a best effort basis. In a Proactive Support, dedicated Ferranti staff will be assigned within the extended office hours for critical incidents. In a Business Critical, dedicated Ferranti staff will be assigned in a 24/7 regime for critical incidents until the incident is resolved. Every hour a conference call is organized with the customer responsible, partner responsible and the Ferranti technical service account manager to report on status and progress. When required the commitment can be given that additional resources will be assigned.
Technical Service Account Manager: You will be assigned a Technical Service Account Manager who is your red line to Ferranti. She/he is your personal direct contact to assist you in complex queries and acts as your single point of escalation in case of urgencies.
Expert consultancy hours: Number of hours that you can make use of a MECOMS™ expert to assist you in complex tickets. This is on a on-call basis and the hours spent are reported in the quarterly service review report. A minimum request time of 5 work days is required before a MECOMS™ expert can be made available.
Ticket Submission Channel: You log a Support Ticket through the online MECOMS™ Service Desk, MyFerranti. Proactive and Business Critical customers can also call or send an email to log a Support Ticket or they can contact their Technical Service Account Manager.
Number of Support Tickets: A Support Ticket can be: 1) a bug in our MECOMS™ product, 2) a request or 3) not a bug in our MECOMS™ Product but in the custom developed software. The third option will not be fixed in the standard product support plan, however, a ticket will be deducted from the available amount of support tickets. We refer to the SLA's on the custom layer(s) to fix a bug in the custom developed software. When the Ticket concerns a bug in the standard MECOMS™product, then there is no deduction from the number of available Support Tickets. All other tickets such as non-MECOMS™ bugs, questions, and user-awareness... will be deducted from the number of available support tickets.
A total of 4 hours is allocated to handle a Ticket. When more time is required than the allocated 4 hours, then another number will be deducted from the available amount of Support Tickets. The number of tickets used is reported through the Monthly Performance Reports as well as in the Quarterly Service Review report. In case the number of used Support Tickets reached it maximum number assigned for you, additional support tickets need to be ordered.
Monthly Performance Report: For Proactive- and Business Critical support services, the customer and the implementation partner will receive monthly a Performance Report which contains:
- Number of tickets logged
- Critical incidents overview if applicable
- Status of raised tickets
- Status versus the available number of tickets
- Key Performance Indicator (KPI) violations overview
- Root cause overview
- Year to date overview
- Overview on incident areas for which tickets are logged
- Status on engagements through technical service account manager (Business Critical only)
Quarterly Service Review: Each quarter a remote meeting is scheduled together with the customer and partner to evaluate past quarter on the agreed services. The quarterly service review is guided by a quarterly report which is an extension of the monthly performance report. The meeting topics consist of:
- Status on expert consultancy hours
- Status on request/changes hours
- Status on used training day vouchers
- Status on quality audits
- Evaluation of past quarter including status versus the available number of tickets
- Looking ahead on next quarter
- Evaluate on customer satisfaction and possible actions of previous quarter
MECOMS™Training Voucher: A training voucher equals one day of MECOMS™ training for 1 trainee to be chosen from the MECOMS™ University Training Catalogue which, depending on the support model, can be attended within the Ferranti office in Antwerp or scheduled at the customer’s location. Travel and hotel nights of the trainees are at own expense.
Software upgrades: Each MECOMS™ support service (ESSENTIAL, PROACTIVE, BUSINESS CRITICAL) entitles you to receive future MECOMS™ product software releases covering the same functional domains without the need to buy new software licenses. This is valid as long as the yearly support fee is paid. These software updates will be available for you from the MECOMS™ Portal. The implementation of these new software releases are out of scope of this support service.
Quality audits: The number of quality audits which will be executed at customers’ premises. The quality audit consists of:
- Preparation time by completing a question form upfront
- 1,5 day on premise audit on Technical level, Functional level and Service process level
- Delivery of a Quality Audit report towards customer and partner if pre-agreed.
Infrastructure Access and Facilitation: Ferranti facilitates in collaboration with the customer, and the implementation partner if applicable, all infrastructure access. This is required to be able to monitor and to simulate in case that any critical or high incidents would occur.
MECOMS™CXO- and User Meeting: We inform MECOMS™ customers in a structural way and we value your feedback to improve our services. Therefore Ferranti organizes meetings twice per year with our MECOMS™ customers. The half yearly MECOMS™ meetings are tailored into a MECOMS™ strategic meeting aimed at CXO-level and a MECOMS™ tactical meeting aimed at the Business- and IT users. The strategic MECOMS™ CXO Meeting is aimed at CXO level and discusses global product development and roadmap, universal use cases, strategy, service level agreements and networking. The tactical MECOMS™ User meeting is aimed at Business- and IT Users and focuses on hands-on challenges, operational feedback, specific use cases, and real-life hands- on challenges, with a split into country specific and global content, networking and sharing experiences.
MECOMS™ User Yammer:
MECOMS™ User Yammer is an enterprise collaboration platform on invitation only and exclusive for MECOMS™ customers to meet co-workers, other MECOMS™ users and Ferranti staff to join conversations, to share best practices and to exchange experiences.
MECOMS™ Portal: The MECOMS™ Portal is the one-stop-shop with all valuable resources to support you in your operations such as: documentation, manuals, whitepapers, benchmarks, MECOMS™ University Training...
Reference publication: At the start of our collaboration, Ferranti Marketing reaches out to you with a summary reference description of our joint project to be published in our newsletter and at the MECOMS™ website. At the moment of project delivery, Ferranti Marketing aligns, creates and agrees with you a full reference publication on our completed project delivery.
Need additional information?
You can contact your MECOMS™ Sales contact for additional information or you can get in touch with Tekla Mortelmans, our Product Support Manager.
Phone: +32 35457861