EDI Managed Services

WHY CAT FOR EDI?

At CAT, we are passionate about what we do and take support to the next level.

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AWARD WINNING TICKETING SYSTEM

CAT has chosen the JIRA Service Desk, a powerful ticketing system used by over 20,000 teams worldwide to handle your needs. JIRA Service Desk is one of the fastest growing service desk tools dedicated to providing innovative and easy to use user experiences.

Including:

  • Configurable SLA’s
  • Robust reporting to track against SLA’s
  • Knowledge Base for repeat incidents

The SLA tracker uses colors to indicate the urgency of a given SLA for an issue based on the time remaining.

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Multiple ways to open a support ticket

  • E-mail: support@catechnology.com
  • Log onto the help desk portal
  • Call 1-800-CAT4JDE

 


EDI MANAGED SERVICES

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EDI MANAGED SERVICES BENEFITS

RESOURCES

  • Focus: ECS team provides support for your E1 environment while you focus on your business
  • Time: Allows your team to focus on more strategic business-centric projects
  • Skills: Coverage in all areas of JDE –Technology, Development and Application Resources

 

SERVICE LEVEL

  • On time: Our experienced resources allow us to quickly resolve issues
  • Uptime: Proactive monitoring and troubleshooting increases uptime
  • Stability: Root cause analysis and proactive support increases stability

 

SAFETY/INSURANCE POLICY

  • Experts on Call: Our entire US based team is Oracle Certified

 

ON DEMAND SUPPORT

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You can instantly connect with an expert during unplanned IT circumstances.

 

JDE

  • JDE Functional Application Support
  • Production Support
  • Small Projects
  • Over the wire training
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CNC

  • JDE System Administration (CNC)
  • Production Support
  • Security
  • Server Monitoring
DEVELOPMENT

  • JDE Development
  • BSSV
  • loT
  • User Defined Objects

The frequency of priorities are evaluated to determine if contract is “right-sized” SEV1 requests entered outside of regular coverage hours have a 2-hour first response SLA.

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CAT COVERAGE

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  • Standard Coverage Monday to Friday from 7 AM to 7 PM Eastern
  • After hours Monday to Friday 7 PM to 7 AM & Weekends
  • After hours support = on call production down, ask about our currents rates
  • Two-hour response time on After hours requests
  • Excludes CAT Holidays

 

SUPPORT SCHEDULE

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  • Pricing schedule is estimated based on volume and number of transaction sets and customers currently in production
  • EDI customer onboarding fee

 

Call us to find out more about EDI Managed Services

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