Customer hasn’t connected for a while.
DESCRIPTION
The account is not connected to TradeNet
BACKGROUND
EXCEPTIONS AND HANDLING
PROCEDURE
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Check with PuTTY user if client has recently connected. If yes, ignore.
2. 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
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1st alert call (unless alert is received outside APAC hours, in that case email the client)
EMEA/US
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1st alert note in the Fallen Off and Folder Teams Group Chat.
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2nd alert email specifying their latest connection and the number of pending transactions if any.
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3rd alert call (however, if it is EMEA or US busy time when the alert is received, then CALL the client)
*Note:
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Be careful with the special instructions for every account (noted in the Level A Contacts List), make sure to follow them.
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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).
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Also, for every email to the clients make sure to CC their TAM and AM
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Do not resolve your case until the affected client is connected or the issue has been resolved.
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Ensure to follow up on cases and call if necessary.
EMAIL TEMPLATE (Platform Support)
TOOLS/ACCESS
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PuTTy