23
Jun
08

Support Processes for EDI messaging Gateway and System

As we all know in the world that we need to integrate and exchange information between organizations, we need to ensure the systems’ readiness and running at all times.

  1. Loss of Internet connection between Organization A and Gateway (within Organization B).  In any cases that there is network failure between 2 organizations, we need to establish the SLA, support procedures and business continuity plan to ensure minimum impacts to on-going operations.
  2. Loss of Internet connection between Gateway and Local Site (within Organization B).  This is related to one organization’s internal networks and the level of service level agreement may not be as comprehensive as for scenario 1 however we need to ensure the roles and responsibilities between the local sites and regional site.
  3. Both connections are down – This is the worst case scenario.  We have to work out an thorough SLA in preparation for such incident.  What I am going to do is to leverage on the existing SLA that was being used for another country which is having this similar system.

The action items I have to work on is with the regional director to understand what we need to fulfill on the SLA, who is to prepare the SLA (probably from Accounts Management) to work out the terms with the Customer.

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