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      Fallen Off Alert Handling

      Fallen Off *for Integrated Buyer and Integrated Supplier*

      DESCRIPTION

      A fallen off alert is a connection alert received by Support when an Integrated Buyer or Integrated Supplier has not connected or sent a transaction to TNC.

      BACKGROUND

      3 Kinds of Fallen Off Alert

      1. Customer didn’t send/upload anything to TradeNet Core (TNC) today.

      2. Customer hasn’t connected for a while.

      3. Pending transactions have reached the limit.

      EXCEPTIONS AND HANDLING

      Be careful with the special instructions for every account (noted in the Level A Contacts List), make sure to follow them.

      Be mindful of connections, some clients do not use FX Client. Verify their connection via the appName as seen in the Logs of the client XML Gateway (https://legacy.shipserv.com/ShipServ/monalerts/xmlgateway.html):

      No FX Client:

       

       

       

      FX user:

       

       

      Or you can verify their connection type (if migrated) via Reporting Central:

       

       

      If in case the client is not an FX User, kindly ensure that your email advises them to check on their system and connection with ShipServ and send a separate escalation to IT Ops as well as a precaution in case we an on-going issue on TradeNet Core (TNC).

       

      Also, for every email to the clients make sure to CC their TAM and AM:

       

       

      Do not resolve your case until the affected client is connected or the issue has been resolved.

      Ensure to follow up on cases and call if necessary.

       

      PROCEDURE

      1. Customer didn’t send/upload anything to TradeNet Core (TNC) today.

       

      1. Check Transaction Monitor (for Buyers only) to verify if there were recent transactions sent by the client, if none and appearing as disconnected email the client to check if they are having issues with their system (if busy hours, CALL).

      *Note/s:

      • This alert may be triggered during weekends and holidays. It that case Support may ignore the alert.

      • This alert may also be triggered outside the client’s busy hours. In this case Support may also ignore the alert until at least an hour into the busy/office hours of the client.

      • If the alert was received outside the client’s busy hours, check txn monitor to confirm when the latest transaction was sent. If received on a Monday and you confirm that a transaction was sent on Friday, ignore.

      • If a day during the weekdays (non-holiday) you find a day wherein they did not send out a transaction, email the client (if outside the busy hours), call if alert is received during the busy hours.

      • If you opted to email the client, make sure to turn over the case to the teammates on shift during the client’s busy hours via our Teams Channels.

         

      2. Customer hasn’t connected for a while.

      1. Check with PuTTY user if client has recently connected. If yes, ignore.

      1. If not, identify via PuTTY how many transactions are pending for download and follow the below accordingly.

        For migrated clients, you may refer to Reporting Central to check if they have pending documents:
        Note/s: If there is a discrepancy between the Fallen Off Alert and Reporting Central regarding the number of the DocQueue, please coordinate with IT Ops.

       

      • APAC clients

      • 1st alert call (unless alert is received outside APAC hours, in that case email the client)

      • EMEA/US

      • 1st alert note in the Fallen Off and Folder Teams Group Chat.

      • 2nd alert email specifying their latest connection and the number of pending transactions if any.

      • 3rd alert call (however, if it is EMEA or US busy time when the alert is received, then CALL the client)

      Note: for any email correspondence, always CC the Tech AM and AM of the client (whether APAC, EMEA or US).

       

      3. Pending transactions have reached the limit.

      Note that the normal limit of pending docs before an alert is triggered is 50.

      1. Support to check with PuTTY user how many transactions are pending at the time case is being handled.

        However, for migrated clients, you may refer to Reporting Central to check if they have pending documents:
        Note/s: If there is a discrepancy between the Fallen Off Alert and Reporting Central regarding the number of the DocQueue, please coordinate with IT Ops.

       

      1. Once identified and verified there is no issue, follow procedure below:

      • APAC clients

      • 1st alert call (unless alert is received outside APAC hours, in that case email the client)

      • EMEA/US

      • 1st alert note in the Fallen Off and Folder Skype Group Chat.

      • 2nd alert email specifying their latest connection and the number of pending transactions if any.

      • 3rd alert call (however, if it is EMEA or US busy time when the alert is received, then CALL the client)

      1. If PuTTY user identifies that the client’s pending transactions are cleared, ignore alert. Note what PuTTY user found out in the Resolution of the Case.

      EMAIL TEMPLATE (Platform Support)

       

      1. Customer didn’t send/upload anything to TradeNet Core (TNC) today.

       

      Dear Sirs,

      We have received an alert that Integrated Buyer is connected however last transaction sent was DD-MM-YEAR.

      Please let us know if you have error on your end.

      If you need further assistance, please email us at support@shipserv.com.

      Regards,

      2. Customer hasn’t connected for a while.

       

      Dear Sir/s,

      We have received an alert that XX Company Incorporated. (TN-XXXX) is not connected to our system today. Please help to check your connection to TradeNet.

      Please try to restart your MTMLLink FX.

      1.) Close MTMLLink-FX
      2.) Go to Windows Administrative Tools --> Services
      3.) Locate ShipServ MTMLLink FX, right click and select restart.

      4.) Launch MTMLLink-FX and check connectivity

      Should you have other concerns, please send us an email at support@shipserv.com.

      Regards,

       

      3. Pending transactions have reached the limit.

       

      Dear Sir / Ma'am,

      We received an alert that your account is connected to our system today however we show XX documents waiting for download.

      WARNING: there are XX docs waiting for XXXX XX Company Incorporated which is more than the limit of 50

      Please help to check your connection to TradeNet. If there is no issue on the network please try to restart MTMLLink-FX service.

      1.) Close MTMLLink-FX
      2.) Go to Windows Administrative Tools --> Services
      3.) Locate ShipServ MTMLLink FX, right click and select restart.
      4.) Launch MTMLLink-FX and check connectivity

      For any other platform inquiries, you may check out our Help Center, or email us at support@shipserv.com should you require further assistance.

      Regards,

      TOOLS/ACCESS

      SF