Procedure for registration of the Application
Upon registration of the Application on the Contractor’s portal or through another Agreed channel, the Authorized person of the Customer shall enter the most detailed information describing the essence of the Application.
All fields marked with “*” are required for the Support service Applications. Additionally, the Application can be registered by sending an email to the Contractor’s Support service ([email protected]).
If previously registered Application on the Vendor Portal (https://success.bpmonline.com/) cannot be processed on the First Vendor Support line and refers to the Project decision, it shall be transferred to the Contractor’s Support service under the terms and conditions of such Agreement.
The Contractor’s Support service employee registers a new Application in accordance with the terms and conditions of the Agreement, indicating the correct type of the Application.
Under the Agreement, the Applications can be classified as follows:
- Error,
- Advice (consultation),
- Request for change.
Procedure for filling in information for the Application with the “Error” type
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall describe in detail the essence of the issue with mandatory indication of the following information:
2.1 The user of the Project design (“Username”) under which the issue is occurred.
2.2 Web browser in which the user works.
2.3 The environment and its address, where the issue is occurred.
2.4 Depending on the issue, it may be necessary to fill in information that will allow to find / reproduce the described issue / comment.
For Errors created by business processes it is required the following:
- Project design section, record number in the section;
- Text description of the issue / error / comment;
- Reference to the business process (to copy the link you need to find the business process that is executed on this Application and copy it in the address bar);
- Process error log (pre-download it from the process instance error log).
For Errors in right of access to the record (activity, document, etc.) it is required the following:
- describe a step-by-step case of exactly how the error was occurred;
- specify the user (users) under which the error occurred;
- attach a screenshot of the console with the error (when performing actions on records).
For Errors in printed forms it is required the following:
- specify the comments to the printed form and attach the printed form, which is formed incorrectly;
- specify from which document (or other object) the printed form was formed;
- specify the number of the document (or other object);
- specify the filled field in the Project design from which the entry in printed form was not uploaded;
- if there is a formatting error, attach text of the error and a screenshot of the console.
For Errors in reports / analytics it is required the following:
- specify the name of the report and attach a report that was formed incorrectly;
- specify the object in the Project design from which the report is formed;
- specify the comments to the report;
- if there is a formatting error, attach text of the error and a screenshot of the console.
For Errors of incorrect display of data in sections (details, etc.) / formation of new records it is required the following:
- specify the name of the section (details, etc.);
- specify an error that has occurred or requirements that are not met;
- attach a screenshot.
For Integration mistakes it is required the following:
- specify / attach a screenshot of the integration parameters;
- specify / attach a screenshot of objects of the Project design confirming that all conditions for integration were met;
- attach the integration log.
Procedure for filling in information for the Application with the “Advice (consultation)” type, which concerns work of the functional:
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall describe in detail request of the necessary information, thus:
2.1 Specific block of functionality, the use of which requires the advice (consultation) shall be specified.
2.2 Specific questions shall be formulated.
For advice (consultations) related to the work of business processes it is necessary to indicate the following:
- reference to the business process (to copy the link you need to find the business process that is performed on this Application and copy it in the address bar);
- process element on which there is a question.
For advice (consultations) regarding the right of access to the record (activity, document, etc.) it is necessary to:
- specify the objects for which access rights will be configured or already configured;
- specify specific issues related to setting up or operating access rights.
For advice (consultations) regarding reports / analytics it is required the following:
- specify the name of the report and attach the report;
- specify the essence of question.
For advice (consultations) related to integration, it is required the following:
- specify the system from which they are integrated;
- specify a specific question.
As a result of the Functional advice (consultation), information is provided on how to use the functional, but it shall not be configured or adjusted.
Procedure for filling in information for the Application with the “Advice (consultation)” type concerning development:
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall describe in detail request of the necessary information, thus:
2.1. The specific task for implementation and expected result shall be specified.
2.2. Specific questions shall be formulated.
For advice (consultations) related to changes / adjustments of business processes it is required the following:
- specify the desired logic of the process or its elements;
- specify the involved essences (contents).
For advice (consultations) on adding development / adjustment of sections, details:
- specify section / part to be modified;
- specify in detail the desired result;
- specify how it will be used in the future.
For advice (consultations) on the development / adjustment of actions:
- specify a specific place for the desired action;
- specify the desired logic.
For advice (consultations) on the development / adjustment of reports:
- specify the location of a report call;
- specify data sources;
- attach a report form.
For advice (consultations) in terms of development / adjustment of integration:
- specify the integration method;
- specify the essence of integration;
- specify data for integration.
As a result of the Development advice (consultation), the brief instructions on how the functionality can be implemented shall be provided. As a result of the Advice (consultation) on the development of functionality, the Contractor does not verify the correctness of the Customer’s code. The Contractor does not provide advice (consultations) / does not make any corrections according to the code written by the Customer or other executors of the Customer.
Procedure for filling in information for the Application with the “Request for change” type, which relates to the development of functionality:
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall in detail specify the functionality that requires implementation:
2.1. The specific task for implementation and the expected result shall be specified;
2.2. Time limits and criteria of performance shall be specified;
2.3. Reason for making changes to the functionality shall be specified.
A Request to change the functionality may arise as a result of detailed analysis and change in the type of previously registered Application. The Contractor’s resource for the performance of Applications for changes in functionality shall be agreed and additionally paid by the Customer.
Procedure for filling in information for the Application with the “Request for change” type, which relates to the optimization of the Project design:
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall in detail specify the task of optimization, which requires implementation:
2.1. Section of the Project design, the operation of which needs to be optimized shall be specified;
2.2. The current performance indicators of the Project design section shall be specified;
2.3. The performance targets of the Project design section shall be specified.
An Optimization request may arise as a result of detailed analysis and change in the type of previously registered Application. The Contractor’s resource for the performance of Optimization requests (Applications) shall be agreed and paid by the Customer within the selected Service package.
Procedure for filling in information for the Application with the “Request for change” type, which relates to the software version update:
- In the “Subject” field the short essence of the Application shall be specified.
- The “Description” field shall in detail specify the update task, which requires implementation:
2.1. The version of the software to which the Customer plans to switch as a result of execution of the Request for update shall be specified;
2.2. The list of functionality from the new software version, which is critical for the implementation in the Project design.
A Request for update may arise as a result of detailed analysis and change of type of previously registered Application. The Contractor’s resource for the performance of Requests for update shall be agreed and paid by the Customer within the selected Service package.
Procedure for verification and processing of the Application
After receiving the Application from the First Vendor Support line or from the Authorized person of the Customer, the Contractor’s Support service employee registers the Application and initially checks the Application for compliance with the terms of the Services in accordance with the current Agreement. If the Application meets the terms and conditions, the Contractor’s Support service employee checks for the availability of all necessary information in accordance with the rules described in the current procedure and regulations in the item named “Procedure for registration of the Application”.
If the required information is not provided, the Contractor’s Support service employee informs the Authorized person of the Customer that the information is insufficient and requests the necessary data by filling in the “Comment”. The Application shall be sent for completion to the Customer with the status “Requires customer response”. The Authorized person of the Customer, for his / her part, performs the action “Open” on the Application page and provides the necessary information (field “Comment”, attach the files if necessary).
If the necessary information for processing the Application is specified in full, the Contractor’s Support service employee sets the Estimated period for closing the Application in accordance with the terms and conditions of current Agreement and sets the status “In progress”. If, as a result of processing the Application by the Contractor, any changes in the configuration are made and delivery to the test environment of the Customer is performed, the Contractor’s Support service employee provides information on updating in “Comment” and sets the status of the Application as “Needs verification”. The Authorized person of the Customer performs testing and provides the test result, indicating all necessary information in the “Comment”. If the test result is positive, then the Customer’s Authorized person performs the “Close” action on the Application page. If the test result is negative and there are some comments, the Authorized person performs the “Open” action on the Application page. The Contractor’s Support service employee sets the status “In progress” and updates the Estimated period for closing the Application.
How to verify and close the Application
If the Contractor’s Support service employee has provided in the Application with the “Advice (consultation)” type necessary information in order to solve the issue / response (field “Comment”, Files), he / she changes the status of the Application to “Requires customer response”. If the Contractor’s Support service employee for the “Error” and “Request for change” types has submitted a delivery with the correction / adjustment of functionality (field “Comment”, Files), he / she changes the status of the Application to “Requires verification”.
If in the framework of work with the Application a delivery was made to the PROD environment (the delivery includes incidents with the “Solved” status of the decision), the Authorized person of the Customer processes the received information / tests the transferred decision and, if there are no comments, performs the action “Close” on the Application page. If the Authorized person of the Customer does not agree with the decision provided by the Support service of the Contractor or the submitted decision based on the test results did not solve the issue, in the field “Comment” it is necessary to describe in detail the essence of the comment (if necessary to attach files) and perform the “Open” action on the Application page. The Contractor’s Support service analyzes received comment / question, takes it into account and updates the Estimated period for closing the Application.
Escalation procedure
The escalation procedure for processing of Applications contains 3 levels of escalation.
Level 1.
If the processing of the Application by the Contractor’s Support service employee does not meet the terms and conditions of current Agreement or does not satisfy the Customer’s Authorized person for any other reasons, the Customer may, if desired, resort to the escalation procedures. In order to do this, an e-mail to the Project manager by the Contractor shall be sent.
Level 2.
If the escalation at the Level 1 did not bring the desired result to the Customer, the Authorized person of the Customer, if desires, may send an e-mail to the Commercial director of Banza™ ([email protected]).
Level 3.
If the escalation at the Level 1 and Level 2 did not bring the desired result to the Customer, the Authorized person of the Customer, if desires, may send an e-mail to the Chief Operating Officer of Banza™ ([email protected]).