Client Enablement Guide: eInvoicing - IBM with IBM Client Enablement Guide: eInvoicing ... 2.1...

Your guide to enabling electronic transactions with IBM

Client Enablement Guide: eInvoicing

IBM Global Sales & Distribution

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1.0 About This Guide 3

2.0 Best Practice for a Successful 3 Project

2.1 IBM’s Commitment to Success 3

2.2 Your Commitment to Success 3

2.3 Business Assumptions 3

2.4 Technical Assumptions 4

2.5 Client Benefits: Electronic 4 Invoicing

3.0 Electronic Invoicing Process 4

3.1 Invoice Content (Billing System) 4

3.2 Supplier Network (Supplier 4 Hosted)

3.3 Direct Connection (Client Hosted) 5

3.4 Archiving 5

3.5 Digital Signature 5

4.0 Boarding Plan and Schedule 5

4.1 What Does It Mean to “Board” 5

4.2 Direct Boarding – 5 Requirements/Gap Analysis

4.3 Supplier Network – 6 Requirements/Connectivity

4.4 Information and Activities 6 for Boarding

4.5 Test Phases 7

4.6 Test Scenarios 7

4.7 Test Data 7

4.8 Move to Production 8

5.0 Security 8

5.1 HTTPS Protocol 8

5.2 Digital Certificates 9

6.0 Technical Support 10

6.1 Help Desk Support & 10 Problem Reporting

6.2 Level 2 Team for Deeper 11 Technical Support

Appendix A – Supplier Networks 11

Appendix B – Message Type Definitions 12

RosettaNet Message 12

cXML Message 12

EDI X12 Message 12

EDIFACT Message 12

xCBL Message 13

Appendix C – Invoice Reference 13 Documentation

Appendix D – Help Desk 14 Contact Information

Appendix E – Severity and 16 Response Definitions

Appendix F – Problem Ticket Template 18

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2.0 Best Practice for a Successful Project

2.1 IBM’s Commitment to Success

We are committed to providing all of our electronic invoicing

clients with an accurate, efficient and secure electronic

invoicing process with IBM. Your IBM representative will work

closely with you, the IBM Boarding Team and your technical

team to enable your electronic invoicing process.

2.2 Your Commitment to Success

Internal commitment from our clients is one of the main keys

to a successful implementation. To ensure success, we

recommend that each client secures commitment for:

– A technical team with whom we can work on your

implementation

– A project schedule with mutually agreed key dates that we

will work together to meet

– A process focal point to ensure that all your business

requirements are met

2.3 Business Assumptions

To participate in electronic invoicing, we assume the

following are true:

– You have agreed to terms for ordering and subsequent

invoicing with IBM. We can assist in evaluating whether

current terms are mutually acceptable. If additions

are required we will establish an appropriate contract

addendum.

– You are actively participating in the purchasing of an

IBM product or service that is within the electronic

invoicing offering.

1.0 About This Guide

The purpose of this document is to guide you (our IBM client)

through the process of implementing secure electronic invoice

transactions with IBM. This guide describes IBM’s electronic

invoicing capabilities, sets implementation expectations and

provides best practices gained from working with clients,

worldwide, on electronic messaging. IBM is committed to

providing extensive support to you, and all of our clients, in

order to ensure the full realization of business value in the

electronic enablement process.

The IBM B2B Gateway is the electronic invoicing hub for

invoicing transactions. The IBM B2B Gateway enables

IBM to connect either directly to your enterprise/accounts

receivable systems or to your chosen supplier network. This

guide will provide you with a better understanding of IBM’s

technical requirements and the prerequisites for enablement.

It also includes reference to other materials that will provide

additional information in support of the enablement effort.

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3.0 Electronic Invoicing Process

IBM’s electronic invoicing offering includes client billing in

Hardware and Software purchasing, as well as in several

different Services areas such as Financing, Maintenance/

Warranty, Education and Publications. The frequency of

invoicing is determined by the terms of the contract between

you and IBM.

3.1 Invoice Content (Billing System)

IBM offers a complete and compliant invoice data set in order

to meet the data needs of IBM clients. IBM will work with you

to review the data set and identify the data required for your

internal invoicing processes. This is referred to as the Gap

Analysis and it is executed during the IBM Boarding Process

(Section 4.0).

Once the required invoice data has been identified, the

boarding team will work with technical teams from both the

IBM B2B Gateway and your company to ensure that the

proper data elements are provided and mapped accordingly

and that any development needs are addressed.

3.2 Supplier Network (Supplier Hosted)

A supplier network is a 3rd party provider that serves as an

interface between an IBM client, the IBM B2B Gateway, and

various other suppliers of the IBM client. Supplier networks

can be used to help manage a variety of client’s eProcurement

activities, including invoicing.

2.4 Technical Assumptions

To exchange electronic documents, including electronic

invoices, we assume that the following base capabilities are

in place:

– Ability to send and receive electronic invoicing messages

using an industry standard format such as cXML or

RosettaNet

– Predefined connectivity standards for your company such as

connectivity data, sample messages and certificates

Please note: IBM will provide credential information and other

similar technical details as needed throughout the project.

2.5 Client Benefits: Electronic Invoicing

By choosing electronic invoicing over paper invoice handling

or email routing, your company can realize benefits such as:

– Eliminating loss of invoices

– Preventing duplication of invoice submissions

– Reducing manual workload

– Improving accuracy of transactions

– Streamlining of the payment/collection cycles

– Identifying invoice disputes quickly

– Reducing the amount of invoice disputes

– Contributing to “green” initiatives

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4.0 Boarding Plan and Schedule

4.1 What Does It Mean to “Board”

The terms “board” and “boarding” refer to the completion of

the necessary steps to enable electronic transactions with

IBM. For electronic invoice boardings, we will work with your

company to ensure that both your business and technical

requirements are met.

IBM offers two categories of boardings; those who want

to connect directly to IBM and those who want to connect

through a supplier network . Typically, if we are already

connected to a supplier network the boarding is more

straightforward and takes less time. A list of currently

supported supplier networks can be found in Appendix A.

4.2 Direct Boarding - Requirements/Gap Analysis

Our electronic invoicing business process experts will work

with you to understand your business requirements and

evaluate them against IBM’s current capabilities. This is

referred to as a Gap Analysis. Any “gaps” found between

your requirements and IBM capabilities will be addressed

through business process transformation and/or technical

development. We will work with you to determine the most

effective way to deal with these gaps in order to allow you to

realize the full benefit of electronic invoicing.

The direct boarding team’s activities include the following:

– Documenting your electronic invoicing business

requirements

– Mapping those business requirements to the current

IBM capabilities

– Collecting the necessary client and product information

– Serving as the liaison between you and the IBM

technical teams

IBM does offer the capability to connect to a client’s 3rd party

supplier. A list of currently supported supplier networks can be

found in Appendix A.

3.3 Direct Connection (Client Hosted)

An IBM client may also choose to connect directly to the IBM

B2B Gateway for electronic invoicing. Establishing and testing

connectivity is part of the IBM Boarding Process (Section 4.0).

A list of currently supported messaging standards can be

found in Appendix B.

3.4 Archiving

The IBM B2B Gateway supports the archiving of electronic

invoices, therefore complying with all local government, legal,

and tax requirements.

3.5 Digital Signature

Digital signatures are applied by IBM to all electronic

invoices to ensure authenticity and integrity where required or

appropriate. For more information on Digital Signature, please

refer to Section 5.2: Signature Verification Certificate.

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The approach to boarding for a direct connection is focused

on ensuring that proper connectivity is in place between the

IBM B2B Gateway (the invoice source) and your company

enterprise/accounts receivable system (the invoice recipient).

Please refer to Section 4.4 for more information on technical

boarding activities.

4.3 Supplier Network - Requirements/Connectivity

The IBM B2B Gateway maintains connectivity with many

leading supplier networks. If your company already has

an established connection then IBM will endeavor to

board your company within your existing and IBM-enabled

supplier network. If IBM is not yet connected to your existing

supplier network we will work to establish this connectivity

by technically boarding the supplier network in addition to

boarding your company. In most cases, we can work with

your supplier network and your company to accomplish both

in parallel.

For electronic invoicing the approach to boarding for a

supplier network connection is focused on ensuring that

proper connectivity is in place between the IBM B2B Gateway

(the invoice source) and your supplier network (the invoice

recipient). Please refer to Section 4.4 for more information on

technical boarding activities.

4.4 Information and Activities for Boarding

The IBM boarding process requires several different pieces of

information from the client:

1. Invoice content request (with sample data)

2. Supplier network information (if applicable)

3. Certificates (detailed in Section 5: Security)

4. I/T engagement schedule (including maintenance windows,

vacations, etc...)

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The technical boarding team will utilize this information as

they proceed through the following activities:

– Exchanging, sharing and evaluating connectivity data

– Providing the technical tasks and schedule to support

the project

– Coordinating and defining the test plan

– Supporting test cases and testing status

– Coordinating move to production activities

– Managing any required security certificates

– Managing updates of client profiles

Note: Should any of your technical needs change after

boarding has taken place — such as an upgrade or change in

your company technology, relationship with supplier networks

or relationship with IBM — we will work with you on the

changes or remove the connection between you and IBM

if requested.

4.5 Test Phases

Upon completion of Gap Analysis, IBM will work with you to

develop a master test plan. The plan will describe an agreed

upon test strategy for connectivity, test invoice identification

and invoice flow. Its purpose is to answer questions such

as ‘What will be tested? How will it be tested? Who will do it

and when?’ The plan will document system objectives, test

objectives, test team roles and responsibilities, resource

requirements, the test strategy, methods and standards to be

used for testing. It will be used as a vehicle to build a mutually

agreeable test phase and act as a communication vehicle

within your organization to describe how the process between

your company and IBM will be tested. As a best practice the

test phases will be as follows:

Connectivity Testing: This test phase will ensure that there

is constant link — a handshake — directly between your

company’s system or your company’s supplier network

and IBM.

Test cases will be performed to ensure that invoices

sent from IBM are successfully received by your supplier

network or enterprise/accounts receivable system and that

messages are recorded accurately in a log. In turn, we test

to ensure that the IBM B2B Gateway receives appropriate

receipt acknowledgments which confirm that messages have

been delivered.

Message Testing: These test cases validate the invoice format,

adherence to the message standards, and adherence to

business requirements. These test cases will focus on IBM’s

ability to process and send the messages without exceptions

as well as ensuring that the message provides the appropriate

data for business processes. If there are issues with the

data validity and/or structure of the message, the test team

will work with you or the appropriate IBM group to identify,

analyze, and resolve the issue.

4.6 Test Scenarios

The testing scenarios in each of the stages will be provided

to you as part of the project. Each test scenario has a

clear purpose, lists dependencies, provides instructions

to perform the test and provides the results expected after

the test scenario is completed. In total, these test scenarios

comprehensively cover all aspects required to verify the

boarding of your company.

4.7 Test Data

IBM will work with your team to identify a list of realistic

test data conditions before testing begins. Our experienced

systems engineer/data architects will work with you to

define, create, and load sufficient data to test the system

to mutual satisfaction.

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4.8 Move to Production

Once testing is complete IBM will seek your company’s

concurrence to move the system to a production-ready

state and start using it for real invoicing. IBM’s technical

representatives will provide their assessment of the readiness

of the system as part of this process. Once the decision has

been made to proceed we will follow these steps to ‘go live’:

– Confirm that the IBM B2B Gateway production certificates

have been installed in your company’s systems

– Confirm that your production certificates are installed in

the IBM B2B Gateway

– Remove all test indicators (i.e. “-T”) from any network IDs

or credentials residing on your systems

– Notify both IBM Support and client contacts that system

will be ‘going live’

– Confirm that your company has received the proper contact

information for support — your IBM Help Desk

– Perform a final readiness review and obtain agreement to

proceed with going live — a ‘Go/No-go’ decision

– Perform a ‘cutover’ from testing environment to the live

environment during predefined timeframes (maintenance

time windows)

5.0 Security

5.1 HTTPS Protocol

In the interest of all of our clients IBM supports HTTPS

(Hypertext Transfer Protocol over Secure Socket Layer)

exclusively. This protocol is widely recognized as the secure

version of HTTP. The HTTPS protocol provides a secure

connection between your company and IBM over which

confidential data can be safely sent using the Internet. HTTPS

involves the normal HTTP interaction over an encrypted

Secure Sockets Layer (SSL). The HTTPS protocol provides

authentication and encrypted communication and is widely

used on the Web for security-sensitive information. Most

browsers display a small icon in the form of a padlock or key

indicating that the transmission of data is encrypted. IBM

will provide any HTTPS URLs needed for data transmission

between the systems.

Please note: HTTPS is different than Secure HTTP to be

transmitted over HTTPS. If your company can support HTTP

and not HTTPS, please let us know.

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5.2 Digital Certificates

HTTPS and SSL support the use of digital certificates from

the server so that, if necessary, a user can authenticate the

sender. SSL is a unique and effective way to achieve data

and electronic messaging security. SSL uses a cryptographic

system that employ two keys to encrypt data. The first is a

public key known to both the sender and receiver. The second

is a private key known only to the recipient of the message.

To complete the connectivity between us there is a set of

five security certificates that are needed for both the testing

and live technical environments: Server Certificate, Root

Certificate, Client Certificate, Signature Verification Certificate

and Credentials.

Server Certificate: A server certificate is a digital credential

that identifies the server that uses the certificate for secure

communications. Server certificates contain identifying

information about the organization that owns the application,

such as the system’s distinguished name. The certificate also

contains the system’s public key. A server must have a digital

certificate to use the Secure Sockets Layer (SSL) for secure

communications.

Client Certificate: A client certificate is a digital credential that

identifies the sender. This certificate is a copy of the sender’s

private key which is used by the receiver to validate the

sender during client authentication.

Root Certificate: A root certificate can be either a Certificate

Authority (CA) or a self-signed certificate. A root certificate is

part of a public key infrastructure scheme.

Signature Verification Certificate: A signature verification

certificate is a copy of an object-signing certificate without

that certificate’s private key. You use the signature verification

certificate’s public key to authenticate the digital signature

created with an object-signing certificate. Verifying the

signature allows you to determine the origin of the object and

whether it has been altered since it was signed.

These certificates will be installed during the boarding project

and subsequently installed a month prior to expirations. Most

certificates expire either annually or semi-annually. The IBM

team will alert your company 30 days prior to a certificate’s

expiration. We encourage you to provide new certificates

promptly to avoid any disruption in business activities.

Credentials: In addition to encryption, we have an added

level of security using credentials. The IBM B2B Gateway

authenticates all documents and requests it receives. This

authentication process uses unique credentials sent in

the message from your company’s system. These unique

credentials are matched against the unique keys stored in the

IBM B2B Gateway.

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6.0 Technical Support

6.1 Help Desk Support & Problem Reporting

As part of IBM’s commitment to your company you are entitled

to two levels of technical support on an ongoing basis via the

IBM Help Desk — IBM’s Electronic Response Center. Should

any technical problems arise, your company’s first point of

contact is the IBM Help Desk. Your IBM Representative can

help you with any questions you may have related to IBM

products and pricing and the Help Desk is at your service for

technical issues.

The IBM Help Desk can be reached by email —

[email protected]

When contacting the Help Desk, be sure to identify yourself

as a “B2B Client” and use “B2B” as a key word in the problem

description. This will assist the Help Desk staff to direct the

problem to the correct support technicians within IBM without

delay. The email format to be used is highlighted in Appendix

G: Problem Ticket Template. Once contacted, the Help Desk

staff will open a problem ticket for investigation. At any time

you are free to contact the Help Desk to obtain a status

update on the problem resolution. Please have the problem

ticket number available for reference.

The process in place to support technical problems

encountered is:

1. Users within your company report the problem to the IBM

Help Desk via e-mail or phone (For Severity 1 problems

both methods are recommended). If the user deems a

problem to be a critical, severity 1, situation they must

telephone the help desk to provide the problem details,

along with their 24-hour contact information; they should

then follow up with a detailed email.

2. The Help Desk will evaluate whether the problem can be

resolved immediately or whether additional assistance is

required. If the Help Desk can offer an instant solution they

will respond back to the person who reported the problem.

3. If the Help Desk is not able to offer an instant solution

they will open a problem ticket using IBM’s Problem

Management System and route the ticket to the Level 2

support team, or an appropriate alternative, for further

investigation. When speaking with the IBM Help Desk you

can help direct your problem ticket to their attention by

specifying B2B when you report technical issues.

4. The support team will receive the problem ticket, and

engage appropriate resources to resolve the issue.

5. The support team will update the problem ticket with current

status as details change, and ensure the final resolution is

detailed once it has been determined.

6. Once solved, the problem resolution will be communicated

to the problem reporter for sign-off

Severity 1 Problems: All problems will be addressed according

to their severity. Severity 1 is the highest level that can

be designated and will be treated as an emergency with

round-the-clock attention to resolve the problem. If you are

experiencing a Severity 1 technical issue you should call the

help desk directly at either: +1 866-426-2862 or +1 303-262-

5686. You’ll be asked to provide the details of the problem

and a contact number where you can be reached at any

time. IBM will be working on an emergency basis throughout

a 24-hour day and will need your contact information for the

duration of their investigations and resolution.

mailto:[email protected]

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Please note: Planned outages and general informational

notices that don’t need problem determination can be sent

directly to IBM’s Level 2 support team at [email protected].

6.2 Level 2 Team for Deeper Technical Support

The Level 2 Team is a specialized team familiar with the IBM

B2B Gateway and technical connectivity. In most cases this is

the team that will resolve any reported problems.

The operating hours for the Level 2 technical support team

can be found in Appendix D.

Appendix A – Supplier Networks

Ariba

Quadrem

Hubwoo

IBX

OB10

JPMorgan Order to Pay (formally Xign)

For additional supported supplier networks, please contact

your IBM representatives.


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EDI X12 Message

Electronic Data Interchange (EDI) X12 is a protocol supporting

a direct system to system exchange of business data in

standard formats. In EDI, information is organized to a specific

format set by both parties, allowing for automation of message

interactions and subsequent business processes. EDI X12 is

predominant in the United States/North America. EDI X12 is

not a XML-based business message. An identified advantage

of EDI X12 is being able to create messages smaller than

capable of a XML message, making it more attractive to very

high volume applications.

Additional technical details on EDI X12 can be found in the

EDI X12 Technical Workbook (Referenced in Appendix C)

EDIFACT Message

EDIFACT is the international standard for EDI transactions,

also referred to as UN/EDIFACT. Like EDI X12, EDIFACT is not

a XML-based business message.

Additional technical details on EDIFACT can be found in the

EDIFACT Technical Workbook (Referenced in Appendix C)

Appendix B – Message Type Definitions

RosettaNet Message

RosettaNet provides a universal messaging standard in

support of connecting companies to their global supply

chain. By following these standards, RosettaNet’s purpose is

to lower technical and financial barriers to global commerce

by corporations of all sizes. RosettaNet standards are

XML-based business message schemas and process

specifications, allowing for interconnectivity between other

messaging systems.

IBM uses a 3c3i1 message based on the RosettaNet

standard. This is a proprietary message format, and

IBM will work with your technical team to ensure proper

implementation.

Additional technical details on the 3c3i1 message can be

found in the RosettaNet Technical Workbook (Referenced

in Appendix C)

cXML Message

Commerce XML (cXML) is a protocol intended for

communication of business documents between procurement

applications, e-commerce hubs and suppliers. cXML is

based on XML and provides formal XML schemas for

standard business transactions, allowing programs to validate

documents without prior knowledge of their form.

Additional technical details on cXML can be found in the

cXML Technical Workbook (Referenced in Appendix C)

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The following Technical Workbooks are available, please

contact your IBM Representative to obtain a copy.

RosettaNet Message

cXML Message

EDI X12 Message

UN/EDIFACT Message

xCBL Message

xCBL Message:

xCBL is the pre-eminent XML component library for business-

to-business e-commerce. xCBL is a set of XML business

documents and their components, distributed freely here

on xCBL.org. In addition to using the business documents

provided you can also use the component library to build

your own documents. Either way, using xCBL promotes

interoperability between applications.

Additional technical details on xCBL can be found in the xCBL

Technical Workbook (Referenced in Appendix C)

Appendix C – Invoice Reference Documentation

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All Severity 1 raised problems must be followed up by a

phone call to the IBM ERC in addition to the initial e-mail.

Electronic Response Center +1-303-262-5686 (International Telephone Number including country code)

Electronic Response Center [email protected] Help Desk (e-Mail)

EUROPE & Americas B2B Help Desk

Business Hours

The Electronic Response Center (ERC) is IBM’s Level 1

support and is the first point of contact for every IBM B2B

problem reported by TP’s.

Help Desk Coverage: 24x7 hours a week and 365 days a year

Supported languages are: English

All problem reports must be raised by e-mail using the agreed

communication method explained in chapter 4.

Appendix D – Help Desk Contact Information

Australia/New Zealand B2B Help Desk

Business Hours

The IBM A/NZ B2B Help Desk is IBM’s Level 1 support and is

the first point of contact for every IBM B2B problem reported

by TP’s during Business Hours.

Help Desk Coverage: Monday - Friday 08:00–16:30 (Australian

EST) (except public holidays in New South Wales, Australia)

Supported languages are: English

Problem reports can be raised by either e-mail or telephone.

E-mail is the preferred communication method, so that the

problem can be clearly documented (Refer chapter 4).

All Severity 1 raised problems must be registered as an initial

e-mail and then followed up by a phone call to the IBM A/NZ

B2B Help Desk.

IBM A/NZ B2B Help Desk 61-2-1300 799 320 Telephone Number

IBM A/NZ B2B Help Desk [email protected] e-Mail Address

After Hours

The ASEAN Regional Response Centre (RCC) is IBM’s Level

1 support and is the first point of contact for every IBM B2B

problem reported by the TP’s outside business hours.


Supported languages are: English and Mandarin

All problem reports must be raised by e-mail using the agreed

communication method explained in chapter 4. The A/NZ B2B

Help Desk is to be copied on all after hour’s problem reports.


phone call to the IBM RCC in addition to the initial e-mail.

ASEAN Regional Response Australia: 1800086652 Centre (RCC) Telephone Number New Zealand: 800880177

ASEAN Regional Response [email protected] Centre (RCC) e-Mail Address




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China B2B Help Desk

Business Hours

The IBM China B2B Help Desk is IBM’s Level 1 support and is

the first point of contact for every IBM B2B problem reported

by TP’s during Business Hours.

Help Desk Coverage: Monday - Friday 09:00–18:00 (China -

Beijing time) (except public holidays)

Supported languages are: Mandarin (spoken) and Simplified

Chinese (written)

Problem reports can be raised by either e-mail or telephone.

E-mail is the preferred communication method, so that the

problem can be clearly documented (Refer chapter 4).

All Severity 1 raised problems must be registered as an initial

e-mail and then followed up by a phone call to the IBM China

B2B Help Desk.

IBM China B2B Help Desk +86 10 6361 8888 14214 Telephone Number

IBM China B2B Help Desk [email protected] e-Mail Address

After Hours

The ASEAN Regional Response Centre (RCC) is IBM’s

Level 1 support and is the first point of contact for every IBM

B2B problem reported by the TP’s outside business hours.


Supported languages are: English and Mandarin

All problem reports must be raised by e-mail using the

agreed communication method explained in chapter 4. The

China B2B Help Desk is to be copied on all after hour’s

problem reports.


phone call to the IBM RCC in addition to the initial e-mail.

ASEAN Regional China North: 108006000097 Response Centre (RCC) China South: 108002600684 Telephone Number Hong Kong: 800966358 Malaysia: 1800-88-0310

ASEAN Regional Response [email protected] Centre (RCC) e-Mail Address



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Appendix E – Severity and Response Definitions

Business is immediately impacted resulting in critical loss of revenue and/or critically significant client impact:

• Total service is unavailable or unusable for all users

• Critical service component (infrastructural or application) is

unavailable or unusable for all users

• Total failure of network connectivity

• Critically degraded performance resulting in service being

unable to function at a rate required to meet critical business

objectives

• No work around available

Business is significantly impacted:

• Total service unavailable to some users

• Non-critical service component (infrastructural or application)

is unavailable or unusable for all users

• Service performance is significantly degraded

• Problem that would fulfill Sev 1 criteria but for work around

being available involving significant effort

• Problem that has potential to become Sev 1 if not resolved

IBM and TP will implement immediate continuous efforts to

resolve system problems until the problem is circumvented

and/or permanently resolved.

If a severity 1 problem is raised by the TP or IBM, it is

expected that a contact from the Help Desks is available 24x7

until the problem is solved.

Resolution target is 24 hours. Problem originator must contact

the IBM Level 1 (L1) or TP Help Desk via telephone or using

the e-Mail Template in Addendum A of this document. The

Time flows from the first of these contacts.

IBM and TP will implement efforts to resolve system problems

until the problem is circumvented and/or permanently

resolved.

Resolution target is 3 calendar days. Problem originator must

contact the IBM Level 1 (L1) or TP Help Desk via telephone or

using the e-Mail Template in Addendum A of this document.

The Time flows from the first of these contacts.

Business impact ResponseSeverity 1

Inquiries will be responded to within 1 business day, meaning

either ‘solved’ or, as a minimum, an acknowledgement

including when an answer or a solution can be expected.

Problem Severity definitions and the Response targets follow.


17

Business is minimally impacted:

• Non-critical service component (infrastructural or application)

is unavailable or unusable for some users


being available involving minimal/no effort


being available involving significant effort

• Service performance is minimally degraded


Business is not immediately impacted:


being available which involves minimal/no effort


being available


• Problem record for problem that has been resolved but is

awaiting completion of text update



resolved.







resolved.







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Appendix F – Problem Ticket Template

The attached B2B Problem Report template is to be

used by the IBM client to report a problem to the applicable

IBM Level 1 support.

Subject: B2B XML Problem Report, TP-Name, Business Interaction

(BI), Severity 1/2/3/4

Problem reporter information (generic):

Problem receiver (IBM Level 1 support/TP Level 1 support)

Problem reporter Name (e.g. Trading Partner, E2open, Data

Services Gateway, SIP MB Hub, etc.)

Contact person

Primary contact and secondary contact (secondary contact

necessary if primary will not be available)

Office Telephone Number (including the country code)

E-Mail address

Value Chain (CHW, HVEC, DSW, ESW, Services, Financing)

Business Impact

Document Identifier Information (e.g. Purchase

Order Number)

Problem Date/Time

Problem Severity

Problem Description (e.g., any error return codes received)

Geography

• Business information (specific):

• Notify of Invoice (3C3 Invoice – cXML Invoice – EDI 810 Invoice

– UN/EDIFACT INVOIC)

Invoice number and date

Transaction number and date (if available)

Country

• Invoice Reject (3C4 Invoice Reject – cXML Status Update

Request – EDI 824 Application Advice – UN/EDIFACT COMDIS)

Invoice Reject Number and Date

Transaction number and date (if available)

Country

For severity 1 problems the problem reporter has to call the Level

1 support and has to provide the following information in addition

to the above:

• 24 x 7 phone/pager number contact information

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