Solved

How the SLA works and how to take appropriate action, when a support case is not resolved

Posted on 2016-09-11
11
71 Views
Last Modified: 2016-09-18
Hi

Our organisation uses a finance software. For this software to work successfully, there is software A, which is a web based and links to another software that is on a hosted platform.
Basically we export a budget from a Software A and the budget gets successfully exported to a local PC and again using software B we have to import the exported budget, when we import we get an error message which says “The imported file is not a valid import file”.
When I escalated this to Software A support, I was told that software B is not setup properly to receive the imported file.
And again when I contacted Software B support, I was told it’s nothing to do anything with them and they say it is the problem with software A and they say it is not exporting properly.
In this situation I have been caught between and both are blaming each other. We pay lot of money for the support for both the software vendors.
It is a week now and I want to take this serious as this case is not sorted still. I want to look at the SLAs and appropriate action.
Your suggestions much appreciated.
Thanks
0
Comment
Question by:lianne143
  • 5
  • 4
  • 2
11 Comments
 
LVL 48

Assisted Solution

by:PortletPaul
PortletPaul earned 250 total points
Comment Utility
The INTERFACE between the 2 products is your organisation's responsibility, UNLESS you have contracted for the supply of that interface to Software-A or Software-B (or a third party).

The software companies probably offer a supported interface TECHNOLOGY, but they do not support a client specific file e.g. they might support the export/import of a CSV format specification but they don't support every client generated file.

export a budget from (web) Software A and the budget gets successfully exported to a local PC
import to Software B on hosted platform

what happens on the local PC?
Seems to me your problem might be whatever it is you do on the PC.
0
 
LVL 90

Assisted Solution

by:John Hurst
John Hurst earned 250 total points
Comment Utility
Also, is the export something you can open to see what the issue is?

What is the export format?  and what is the import requirement?
0
 

Author Comment

by:lianne143
Comment Utility
Basically , the exported file (Software A) must be available on the hosted platform (Software B), which connects through VPN .When try to import the exported file from software B, the file is not available on the hosted platform of which it is not able to successfully find the exported file automatically.

But there is a copy of the exported file on the local PC, there is a option to browse the exported file  and it looks for an xml file, but the format is in .dat.
0
 
LVL 90

Expert Comment

by:John Hurst
Comment Utility
So Software B expects an XML file. and Software A sends a .DAT file. So it does look like an A problem.
0
 

Author Comment

by:lianne143
Comment Utility
The software vendor themselves doesn't known how, the software works and if they had known, they must have pinpointed the problem, rather blaming each other.
If I put in the right way, is it worth asking them to email me  , how the architecture works.export and import
0
Find Ransomware Secrets With All-Source Analysis

Ransomware has become a major concern for organizations; its prevalence has grown due to past successes achieved by threat actors. While each ransomware variant is different, we’ve seen some common tactics and trends used among the authors of the malware.

 
LVL 90

Expert Comment

by:John Hurst
Comment Utility
I am not sure why A is supplying a .DAT file for data exchange. I have not seen that. Definitely I would call them and ask.
0
 

Author Comment

by:lianne143
Comment Utility
or if there is a way of converting .dat into .xml and import, will it work.
0
 

Author Comment

by:lianne143
Comment Utility
sure will ask the tomorrow
Thanks
0
 
LVL 90

Expert Comment

by:John Hurst
Comment Utility
.DAT files do not usually convert to anything. That is why I suggest asking.
0
 

Author Comment

by:lianne143
Comment Utility
sure, I understand!
As a end user, I am fed up with their support, and it is a week now, and still they not able to resolve this problem.
and feel, that they must not sell this type of software, if they can't sort customers technical problems, sorry.
0
 
LVL 48

Accepted Solution

by:
PortletPaul earned 250 total points
Comment Utility
Everyone has at some point been exasperated by the apparent lack of help coming from first tier support calls which is compounded here due to there being 2 support orgs.

If support organisations cannot reproduce a problem their natural instinct is to declare it a non-problem. So help them reproduce your problem. Most support organisations use either "Steps to Reproduce" (STR) or "Procedure to Reproduce" (PTR) and they are EXCEPTIONALLY helpful in getting support matters resolved.

These involve gathering FACTS, in DETAIL, as a set of numbered steps. The discipline of producing an STR is also very helpful in you understanding the full extent of the problem and communication this to both organisations.

At the conclusion of a STR (or PTR) you end with the EXPECTED OUTCOME and then the ACTUAL OUTCOME

Here is a mockup of a STR for you to consider:

----------------------------
Steps to Reproduce

1.      Login to Software-A as role X (has permission to export data)
2.      Navigate to Menu: Export Data
3.      Choose financial period: Fiscal Year 2016/7
4.      Choose file format: XML
5.      Choose file destination: C:\downloads\fiscaltransfers
6.       Click on Export button.

EXPECT:  xml file “Fiscal_Year_2016-7.xml” in folder C:\downloads\fiscaltransfers
ACTUAL: .dat file “Fiscal_Year_2016-7.dat” in folder C:\downloads\fiscaltransfers

--------------------------
No emotion. Just step by step facts.

If you proceed quietly through producing an STR for both Software-A and Software-B not only will you communicate better but you are likely to locate the true source of the current problem.

note: good STRs are detailed, do not miss any step. They do not need images, just text should be enough for someone to reproduce the problem.
0

Featured Post

What Security Threats Are You Missing?

Enhance your security with threat intelligence from the web. Get trending threat insights on hackers, exploits, and suspicious IP addresses delivered to your inbox with our free Cyber Daily.

Join & Write a Comment

Outsource Your Fax Infrastructure to the Cloud (And come out looking like an IT Hero!) Relative to the many demands on today’s IT teams, spending capital, time and resources to maintain physical fax servers and infrastructure is not a high priority.
Join Greg Farro and Ethan Banks from Packet Pushers (http://packetpushers.net/podcast/podcasts/pq-show-93-smart-network-monitoring-paessler-sponsored/) and Greg Ross from Paessler (https://www.paessler.com/prtg) for a discussion about smart network …
The Bounty Board allows you to request an article or video on any technical topic, or fulfill a bounty request to earn points. Watch this video to learn how to use the Bounty Board to get the content you want, earn points, and browse submitted bount…
Get a first impression of how PRTG looks and learn how it works.   This video is a short introduction to PRTG, as an initial overview or as a quick start for new PRTG users.

763 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

7 Experts available now in Live!

Get 1:1 Help Now