How the SLA works and how to take appropriate action, when a support case is not resolved
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
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
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So Software B expects an XML file. and Software A sends a .DAT file. So it does look like an A problem.
ASKER
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
If I put in the right way, is it worth asking them to email me , how the architecture works.export and import
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.
ASKER
or if there is a way of converting .dat into .xml and import, will it work.
ASKER
sure will ask the tomorrow
Thanks
Thanks
.DAT files do not usually convert to anything. That is why I suggest asking.
ASKER
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.
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.
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ASKER
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.