Service Request Options
1. Prepaid Bucket of hours
Customer agrees to pre-purchase a "Bucket" of hours which can be utilized for any required changes requested by the customer. No individual Statement of Work documents will be generated. Monthly reports will be provided to customer which detail hours used (per request) vs remaining available hours. Customer remains in control of how hours are utilized.
2. Individual SOW - Statement of Work for each request
Once a Service Request is received, Cleo will initiate the task to be scoped to determine the number of hours needed to complete the requested change. Once scoped, individual SOW will be created for the Customer's Signature.
3. Cleo Manages Services Packages (below)
Trading Partner Management (TPM) add on
| Trading Partner Management (Add-on) 9x5 | |
| Unique map | Map development refers to data transformation from source format to target format based on business rules that are contained within a ruleset. A unique map needs to be developed when the business process flow already exists from source to target, providing the data transformation mapping for the business transaction in consideration. Example: Assuming a business process design already exists for Purchase Order EDI 850, and that a new transaction Purchase Order change EDI 860 is required. Implies reuse of the business process design and creation of a unique map or a ruleset to transform the Purchase Order change EDI 860. Simple – Fewer than 50 map rulesets. Mapping logic for 50% of the map rulesets. More than 5 loops/ iterations with mapping logic AND has more than 3 code list entries or lookup tables. Requires API calls and mapping specification that are 60% accurate. EDI 204 and 856 are typical examples of complex maps. |
| New connection | Establishing a new connection involves working with the trading partner to gather technical details about the connection, setting up the connection and troubleshooting as part of a new trading partner onboarding process. |
| New Partner Mailbox | CIC provides the capability for trading partners or customers to connect and upload or download files using AS2, FTP(s), and SFTP protocols. Users can drop and retrieve files from the inbox/outbox allowing you to support doing business with any trading partner regardless of their integration capability. |
| Map Reuse | Accelerate onboarding new trading partners with map reuse. Reusing a ruleset containing data transformation rules across multiple trading partners means eliminating the heavy lifting of integration with only the configuration of a new trading partner is required. Example: Retailer that trades an EDI 850 Purchase order with multiple Manufacturers. In a new manufacturer onboarding scenario, the ruleset is reused and only the trading partner setup is required. |
| New Transaction or route setup | All new transactions/document setups, or new route setups include development, testing and deployment in stage and production, as well as forty-eight hour hyper-care. |
| Production Map Change | Keep your operational integrations in compliance, and quickly meet change requirement requests. Modification of an existing production ruleset or a map allows accommodation of new business requirements and the ability to address production defects. While existing data transformation rules still apply, the need might be to add additional rules or modify existing rules in support of the business. Example: Modifying a Purchase order map to add a Merchandise vendor number or an Accounts Payable vendor number OR modifying the invoice map to pull the allowance and charges from a different table. Alternately, modifying a load tender map to calculate cube and weight correctly if incorrect in production. |
| Change to existing connection | Changes to an existing connection involve changes to URL/ports, user ID and passwords, PGP keys to sustain the connections in production environment |
| Certificate Management (Customer, Trading Partner) | Trading partner AS2 and SSL certificates have an expiry date and need to be replaced prior to the expiry date. Partner Certificate Management refers to ensuring proactive identification of the certificates set to expire and coordinate with your trading partners to get and apply fresh certificates. The customer is solely responsible for the management of any certificate processes pertaining to Customer / Trading Partner Certificates. This may include but is not limited to renewal and replacement of endpoint (trading partner, application, file server, database) certificates required for available CIC services to function correctly |
| Testing (SIT/UAT) | Cleo will provide support comparing results with test data provided by customer. |
| Requirements Gathering (Customer and Trading Partner) | Cleo will provide extended trading partner setup, onboarding and campaign services. This includes working with trading partner contacts, internal LOB contacts, application owners, and business partners to acquire appropriate technical specifications to complete the B2B setup within Cleo CIC. Cleo will not be able to act as an SME for various back-end applications but will collaborate on best effort basis to provide more coherent TP onboarding experience. |
| Delivery Manager | The Delivery Manager (DM) will be your primary point of contact for TPM service delivery and experience. The DM manages service delivery funtions while ensuring Cleo Managed Services assurances and contract expectations are upheld, and follow-up items are addressed with successful delivery and coordination across all Cleo and customer stakeholders. |
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