Technology Update
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EDICOM acquires a signed commitment with clients on the quality of services provided

02/10/2013

EDICOM is a company supplying EDI (Electronic Data Interchange) solutions and services, linking up over 11,000 businesses worldwide on a daily basis to carry out their logistic and commercial communications. This is an essential and critical part affecting the core business of companies on crucial issues such as administrative efficiency, cutting product delivery times or doing away with paper and the high costs associated with its use.

It is evident that the technology developed by EDICOM has become a necessary tool for clients' day-to-day B2B relations, so we adopt a firm commitment to ongoing development, improvement and adaptability of our solutions through an agreement on the quality of the service provided to all customers.

This service level agreement (SLA) is a document appended to the service provision contract, where EDICOM sets out the conditions and parameters to be met in order to provide a maximum quality level in the service supplied to our customers.

The parameters assessed in the document are the outcome of a thorough analysis by the EDICOM R+D+i team, in our commitment to fulfil the three key variables that guarantee the service quality:

  • Availability of the e-Commerce platform
  • Maximum incident resolution time
  • Software version updating

e-Commerce platform availability

The service availability percentage must never fall below 99.9 % in any case. This is seen as key to the running of businesses, since it ensures uninterrupted access to your EDI solution 24 hours a day, seven days a week, to exchange business transactions with your partners.

 

Maximum incident resolution time

The EDICOM SLA (Service Level Agreement) classifies the incidents recorded by the CSC (Customer Support Centre) technicians into three categories (C1, C2, C3) according to their criticality and nature.

This qualification triggers action protocols that allow us to assign the resources needed in line with the criticality level.

With this system, we manage to cut the solution times for the most critical incidents to a maximum of 2 hours for type C1 and 24 hours for type C3.

 

Software version updating

EDICOM will upgrade products in line with the current EAN.UCC regulations for any of the XML/EDIFACT standards at all times. In addition, EDICOM will provide new product versions whenever they are developed, free of charge, which are equivalent to or replace the product installed.

This whole commitment is based on the EDICOM B2B Cloud Platform, a solid technological infrastructure provided in ASP-SaaS mode (Software as a Service) with our own in-house developed software, constantly updated hardware and permanent communications and customer help services that ensure an immediate response to any incident.

To find out all about the EDICOM service level agreement reached and signed with our clients, please click here.

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