24 Hours????

Just opened a new case with Global Support Services and the person who took my call said there is a new policy where they have 24 hours to get back to you on an open issue. Previously when we would open a call it depended on what type of service agreement you had (Gold, Platinum, Silver) and that dictated how long they would get back to you.

Any have this experience yet?

Dave

great response time isn't it? You can get the time reduced if you=20
complain loud enough, but even then it's a 6 hour window!

OneWorld ERP8 SP22=5FK1 AS/400 V5R2 Citrix XPe FR2

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CitrixDude <[email protected]>
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01/09/2004 12:42 PM
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Subject: 24 Hours????


Just opened a new case with Global Support Services and the person who=20
took my call said there is a new policy where they have 24 hours to get=20
back to you on an open issue. Previously when we would open a call it=20
depended on what type of service agreement you had (Gold, Platinum,=20
Silver) and that dictated how long they would get back to you.

Any have this experience yet?

Dave
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ERP8 SP20 AS/400 V5R1 w/ C.O. Citrix Xp

Made a call to JDE Tech Support and confirm this with a few changes as they
were described to me (Gold Service as the reference):

If production is down, we will be called back within 2 hours.
If we have general "outages" not pertaining to production, we will be called
back within 6 hours.
If we have general questions or issues and our system is not down, we will
be called within 24 hours.




Blue Cross of Idaho, NT4.0, SQL 2K, SP21.

Made a call to JDE Tech Support and confirm this with a few changes as they
were described to me (Gold Service as the reference):

If production is down, we will be called back within 2 hours.
If we have general "outages" not pertaining to production, we will be called
back within 6 hours.
If we have general questions or issues and our system is not down, we will
be called within 24 hours.




Blue Cross of Idaho, NT4.0, SQL 2K, SP21.

Yes. We did get a notice of this change in December. They are prioritizing
calls with a P1, P2, and P3. If you were on Gold, P1 gets you 2 hour call
back; P2 - 6 hour call back, P3 - 24 hour call back. I assume they will
call everything P3 unless you state that it's production-critical.

We had just signed a new Gold support agreement ourselves, and wonder how
they can change the level of service on existing contracts.

Judy





Xe, SP 22_I1, Update 6, ES=AS/400 V5R2, CO=AS/400, Thick & Citrix Clients

The old Global Support Services (GSS) has a new title - the Global Support Center.
With the new PeopleSoft Standard Support, there are new options - it is a question of knowing how to prioritize your issue with the Global Support Center.

Priority 1 (P1) - Production Critical - 2 Hour Response Time, 24 x7 Support
Priority 2 (P2) - Production Urgent - 6 Hour Response Time, Regular Business Hours
Priority 3 (P3) - Production Standard - 24 Hour Response Time, Regular Business Hours

The default for all issues is now Priority 3 (P3), however should you require immediate response use the Priority 1 or 2.

Is the JDE service level (silver, gold, platinum) is now meaningless?

In my opinion ... yes

I thought that Silver was four hours, Gold is one and a half hours and I do
not know about Platinum. Are you saying that this is a new deal, if so it
must have been in the last day or so because I just talked with them two days
ago about an issue and I got a call back in less than four hours and where I
work the company is Silver. I would call you client manager to find out what
about your specific issues.

--
Senior Technical Consultant
17611 E. Tennessee Pl.
Aurora, CO 80017
Work 303-337-1906
Cell 303-885-1405
Fax 303-306-1800

Wow.

Well - I for one have always tried to persuade companies to go to Silver support once they have fully implemented - and for those companies to cut the maintenance umbilical as much as possible with JDE.

Thats why theres alternatives out there. JDEList for one !!!!

Be interesting to see how this affects current maintenance contracts.....

I have a couple of issues logged with them and the turn around has been just over 24 hours. That is just for the inital response mind you!

Neither of these issues are critical to production work, but they are to me..

Thus far, they appear to be a little more reasonable in regards to helping resolve an issue. I have yet to hear "Have you tried to duplicate this in pristine" from the peoplesoft support.

Shaun

Lary is right, Gene; the old JDE service level is dead, long live the newOne!

Adrian,

What about hours of operation? Gold, Silver, and Platinum service agreements used to have different hours for support. For instance, I have platinum which I believe means I don't have support after 7:00 PM and on weekends. Is all of this mute?

Thanks

Ryan

Ryan, what I've posted relates to the Silver service agreement.
Warm regards,

I just placed my first call under the new policy yesterday. I got a call back in less than 2 hours. We have Silver, but I guess that doesn't make a difference anymore.

Patty

I put in a call today, a "best practice" kind of question. They returned my call in 45 minutes. We have a Platinum support agreement (one hour call-back) that they are still honoring.

Gregg Larkin
Praxair, Inc.
North American PeopleSoft
Enterprise One System Administrator