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Customer Support Guidelines
Customer Service Guidelines
The primary goal of FTPS Software Support is to provide a timely resolution to a problem in the FTPS software system. Your strict adherence to the following guidelines will assure you faster solutions.
The following paragraphs describe the process for opening and receiving relief for problems with FTPS Software. To provide the best support possible, we must require compliance with the structure defined.
If you have a question about any FTPS product, first look in the appropriate product manual. You then determine if the problem in question is hardware or software related. When it is determined that the problem is hardware related, you must contact the vendor responsible for that particular hardware (e.g. GLORY, IBM). Once you have determined that it is a software problem, and you cannot find the answer, contact FTPS Software Support.
FTPS Software Support can be reached at (901) 492-1491, 8 a.m. to 5 p.m. (CST) Mon. - Fri.
During non-business hours, for Severity 1 problems only, you can reach FTPS Software Support at (901) 541-5107 24-hours a day 7 days a week. A Severity 1 issue is defined as a problem that renders your system completely inoperable. The afterhours number should only be used if the system is completely down.
Testing related issues must be reported during normal business hours – Monday – Friday, 8 a.m. – 5 p.m. CST. Only severity 1 production related issues are addressed after hours.
Problem Reporting
Once you have determined a problem exists with FTPS’s application, Customer should collect any error messages related to the issue and notify FTPS’s Customer Service Help Desk.
- Notification of an issue should be communicated to FTPS by telephoning the Customer Service Help Desk.
- Note: Emails will NOT serve as problem notification. Emails will NOT receive a PMR number.
- The Help Desk Analyst will assign your problem a PMR number. This number should be retained for tracking of this issue.
- The help desk may request specific files from your solution servers. When sending those files to the Help Desk Analyst, the PMR number should be referenced in the subject line of each email. The files can be forwarded to FTPS via Email or FTPS’s Bulletin Board. The bulletin board can be accessed through a internet connection or via FTPS’ provided website. Please notify the Help Desk Analyst of your method of file delivery.
| Severity Level | Definition | FTPS Response Time |
|---|---|---|
| 1 | The System is inoperable and work cannot be processed. | 1 hour |
| 2 | The System is functional but is experiencing a significant component malfunction. | 4 business hours |
| 3 | A minor System problem. The System is functioning normally, but a component is experiencing a minor error. | 8 business hours |
| 4 | Requests on how to do something, or other usage questions. | 3 business days |
5. Level 2 support performs a more in-depth analysis of the problem. This may require additional documentation from you to determine the cause of the problem.

6. Level 2 support is ultimately responsible for the progression of the problem through the support structure to the conclusion. The help desk analyst will determine when the assistance of a developer is needed. When the problem is a defect in the FTPS product, circumvention is provided when possible, and an APAR is created to address the defect. Several underlying components of the system are not owned and maintained by FTPS but may cause problems in the operation of the system. FTPS will drive the problem through the appropriate vendor's support structure to determine the cause of the problem and provide a resolution as quickly as possible
Escalation Procedures
Anytime during the PMR process, Customer may escalate an issue. However, Customer should give the help desk the opportunity to resolve an issue. The escalation procedures are as follows:

During project status, you may contact the Project Manager for escalation of an open PMR.
Once out of project status, Customer may call to escalate an open PMR to the Customer Service Manager, or CTO- Customer Service.
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