Shearwater Support
WHAT WE DO
For Your Business Success
Shearwater provides extensive support during the Post Go-Live Support period as part of the project and offers to extend such support in a comprehensive Application Management Support package with our dedicated support platform.
OUR SERVICES
Shearwater Support Overview
Post Go-Live Support
Support characteristics
Application Management Support
- Post Go-Live support to ensure any new or remaining bugs are fixed and users get up to speed with the solution in a sustainable manner
Description
- Comprehensive Application Management Support to ensure the solution remains bug free, the solution stays relevant, and users receive the benefits they expect
- 1 month post Go-Live
Time & duration
- After 1 month of Post Go-Live Support has been completed
- Annual agreement
Monitor & Maintain
- Monitor and maintain the solution pro-actively to ensure it reaches a stable mode for sustainable usage
- Typically, weekly status meetings and reporting
Respond & Resolve
- Manage and resolve issue tickets and service requests (communication would remain at status quo until the transition to AMS)
- Actual service levels to be included in status report
Support Activity Groups
Monitor & Maintain
- Monitor and maintain the solution pro-actively to ensure it remains healthy and relevant to the users
- Typically, monthly status meetings and reporting
- Monitor and advise around business benefits realization
Respond & Resolve
- Manage and resolve issue tickets and service requests
- Address recurring issues with structural recommendations
- Actual service levels to be included in status report
- Project team remains stand-by to resolve tickets
Service levels
Daily Rates to be agreed based on package:
- Packages (min fixed availability)
- Higher or lower service levels (subject to need)
- More or less activities in scope (subject to need)
- No additional cost
- All fees included in project scope and budget
Fees
Fees depending on service package:
- Retainer for availability leads to minimum monthly fee
- Higher service levels lead to high priority daily rates
- More activities in scope lead to more effort
OUR SERVICES
Monitor & Maintain
Monitoring & Maintain activities will ensure that the solution remains in good health, mitigate model or data related risks, and help avoid business disruptions.
Model Optimisation
- Assess the instance usage
- Optimize or reduce or clean up redundant modules / sheets / loaders
- Optimize formulas and improve on user dashboards
User Access
- Ensure the user list is up to date
- Ensure that the user access rights are up to date
Data Checks Alerts
- Check if the instance data is up to date
- Alert users if data integrity is in question
- Perform data clean up and archiving where required
Status meetings and reporting
- Establish a regular status update with Customer
- Track and resolve ongoing issues
OUR SERVICES
Respond & Resolve
The services that can be requested from Shearwater are divided between Model Issues and Platform (Workday Adaptive Planning) issues. This is followed by the Request Type, Category and Definitions for each group
Solution category
Resolve Issues / Defects (Issue tickets)
Provide Service (Service requests)
User Access / Authorization
Resolution of defects related to user access, individual user settings, and authorizations
Generic model training and any type of "how to" clarifications requested by the users
Data load / Interfaces
Resolution of defects related to data load mechanisms and interfaces
Guide users to load data and scheduling automated interfaces
Data Quality / Enrichment
Resolution of defects related to data quality and gaps during load or in Workday Adaptive Planning
Support users with explanations and testing of data quality, requirements and analysis
Data mapping
Resolution of defects related mapping of data in various hierarchies and mapping tables
Guide users with data mapping instructions and design, and minor changes to mapping
Logic
Resolution of defects related to logic, calculations, lookups, etc.
Guide and explain to users how logic works in Workday Adaptive Planning, and minor changes to logic
Reports and dashboards
Resolution of defects related to dashboard displays, missing data, outdated views, etc.
Guide and explain to users the dashboard features, and bug fixes
User Clarification / Training
- No resolution, user clarification appears sufficient
- Resolution of defects related to training material
Support users in minor changes to views of dashboards
Platform
Triage and management of Workday Adaptive Planning issues and escalation to Level 3 support
Provide user access and minor changes to user settings
TRIAGE PROCEDURE
Respond & Resolve
Following the triage procedure, raised tickets will be routed from the Super User to the Issue Owner, who will be responsible for resolving the issue. The Issue Owner will contact the super user for testing and to verify resolution.
Ticketing System Utilization
Customer users can raise tickets through Shearwater's internal ticketing system, ensuring an organized process for handling user requests.
Named Super User Engagement
Tickets are directed to a Named Super User who examines and resolves internal issues. If necessary, the Super User escalates the matter to the Shearwater Helpdesk.
Level 1 Support Triage
The Shearwater Helpdesk, in Level 1 support, examines and prioritizes user requests based on severity definitions. Updates on request status are communicated to the Super User, and unresolved issues are forwarded to Level 2.
Level 2 Issue Owner Resolution
Level 2 support involves the Issue Owner assessing defect/change requests, guiding users, providing services, and delivering quick solutions, fixes, and defect testing.
Workday Adaptive Planning Support Escalatio
For issues related to the Workday Adaptive Planning platform, Shearwater advises customers to raise requests to Level 3 Workday.
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