ENHANCED SUPPORT SYSTEM 21 AURORA

Total e Solutions are offering enhanced support services to help those clients with critical shortfalls in support and ongoing management of the ERP. Our enhanced support services, run alongside, or as a replacement to, Infor’s support offering. As well as a vast expansion in scope our enhanced support services ensure expert application and technical knowledge of the ERP, can be called off on demand, for minimal investment, as and when the client needs it.

Moreover, Total e Solutions appreciates that even the best BAU (business as usual) support teams in the world require some form of augmentation from time to time. In addition, we have identified gaps within incumbent support supplier’s abilities to support ‘around’ your Infor System 21 Aurora ERP, or a customised version of it.

Our Enhanced support agreement(s) were born to fill those business-critical gaps. Our reinforcement of your existing HCL India support could be as simplistic as an outsourced BAU support insurance policy, through to onsite presence or a permanent overflow helpdesk team.

Whatever your requirement, our flexibility and our core focus on unparalleled customer service excellence guarantees we will empower your support staff, whichever way you wish and configure your enhanced support agreement to reflect this.

Enhanced Support for Infor System 21 Aurora: What’s Included?

Enhanced Support Scope

• Application support for all Infor System 21 Aurora modules, all versions and all market verticals.
• Technical support for all Infor System 21 Aurora modules, all versions and all market verticals.
• Access to the largest pool of System 21 Aurora consultants in the world, including leading experts in Manufacturing, Financials & Distribution.
• IBMi Bespoke Support of RPG, RPGILE, SQLRPGLE, FREEFORMAT, SQL, QUERY400, DFU.
• 3rd Party Interface Support to System 21 Aurora, such as EDI, XML, ION, FTP and BI.
• System 21 Aurora IBMi interface support and education.
• IBMi OS400 1st and 2nd line support, such as communications, Backups, Device management.
• 3rd Party B2B Liaison support such as DR, EDI partners, Cloud vendors, 3PL vendors.
• 30 Minute P1 response time for business-critical incidents.
• Rapid response for Month/Year end reconciliation imbalance resolution.
• Telephone Educational Support, ‘How do we?’, ‘How Can I?’
• In depth functional analysis and education of System 21 Aurora Modules.
• Pro-active identification of underutilised functionality.
• Re engineering of System 21 Aurora modules so they are configured to improve business processes such as, productivity, efficiency, margins, standard costing and visibility.
• Pinpoint slow business process functions, such as month end closing and configure standard functionality to improve process times.
• Recommendations of best practice process for all System 21 Aurora Modules.’
• On site consultancy, for short- and long-term cover when required.
• Short term / Long term remote, fully outsourced BAU support.
• Access to a vast resource pool of best in class System 21 Aurora consultants boasting over 240+ years combined System 21 Aurora knowledge.

Enhanced Support Benefits

• Helpdesk coverage for US, UK and European time zones.
• Business continuity through longstanding relationships.
• Tried and trusted outsourced partner that can be utilised as and when required.
• Access to proactive incident alert software, that can be customised on a client by client basis to pre-empt and resolve problems before they become issues.
• Optional extended base support coverage via the Total e Solutions Helpdesk team.
• Minimum support call-off, 30 Minutes UOM.
• Monthly review with Total e-Solutions Account Manager.
• Monthly reporting of all helpdesk activity.
• Clearly Defined SLA’s and KPI’s.
• Full audit and distribution of helpdesk, metrics, incidents and resolutions.
• Access to client cloud portal knowledge base.
• Flexible contracts, fixed monthly, quarterly or annually.
• Optional Pay as you go- pre-invoiced support.
• Pre-invoiced support is banked and does not expire.
• No hidden or additional costs.
• Highly competitive rates.
• Access to additional out of hours emergency support contractual agreements. This optional extra will be costed on a client by client basis.
• Client discount on development and consulting rates.
• Client discount for Total e Solutions product suite.

Enhanced Support Structure

Operational for over 18 years and exclusively dedicated to Infor’s System 21 Aurora ERP. Our Enhanced support services are administrated by 3 helpdesk teams across 3 countries and assisted when necessary by our professional services division. Our consultants are product experts with unequalled knowledge of the ERP, many of whom were fundamental in the design and evolution of the product. Our helpdesk consultants boast a combined knowledge of over 240 years’ experience working on System 21 Aurora, from its inception to its latest version.

Our helpdesk teams work in synergy, offering our clients a single point of contact for all helpdesk requests, via our cloud-based helpdesk system. As well as bilingual speakers, Spanish and Portuguese, our geographic locations offer longer base support hours to our clients.

Enhance Support Methodology

Reactive and Proactive Support

Our reputation for customer service excellence is founded upon our people and log standing relationships with our clients. However, our helpdesk teams do not simply react to incident. We have custom built software programs that proactively report and resolve incidents to our helpdesk teams, so we are alerted to and able to resolve incidents, prior to the business or user’s identification. Our proactive software monitors can alert the business and our helpdesk system to numerous business process failures, such as, EDI failure inbound or outbound, System 21 Aurora subsystem P1 failures, IBM operating system messages that will impact BAU support, Financial discrepancies within control accounts that will affect month end, System 21 Aurora failed sessions and system problems that will impact business continuity.

Knowledge Sharing

We actively knowledge share with ‘key’ client users in the identification and resolution of incident logs. Moreover, we demonstrate the source of the incident by helping the user understand where and why the incident emanated from within the ERP. We find this principle beneficial to the client and our helpdesk teams as it educates and empowers key users and untimely reduces the number of incident logs. This knowledge sharing is communicated through our in-depth ticket resolution responses, via remote screen shares and product walkthroughs and granting users access to their knowledge base within our helpdesk portal.

Education

We find familiarity breeds opportunity. Our helpdesk teams can be engaged to analyse your ERP configuration and business processes which enables them to educate the user in best practices, to prevent potential pitfalls and avoidable incident logs. Our helpdesk consultants can also be engaged to educate users to improve in business processes, productivity and efficiencies.

Ownership & Dedication

It goes without saying a helpdesk team is tasked to record and resolve incidents. Our helpdesk teams differentiate themselves through their dedication and ownership of incident management. We do not ‘clock off’ on any incident that causes operational issues to the business. We are proud of this reputation for ownership and dedication. But do not take our word. Speak to our clients.

Communication

We believe communication is key in any support service. To this end each enhanced support client is designated an account manager. Our account manager will distribute incident records and their resolutions. All enhanced support clients can review call metrics, KPI’s and performance metrics with their dedicated account manager on a monthly basis.

Flexibility

We have a minimum entry requirement of 5 pre-invoiced days if a client would like to engage our enhanced support services via pay as you go. Other than this pre-requisite we tailor our contracts to suit our client’s preferences and we will endeavour to tailor them on a client requisite basis.

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