Erik Ward, Sr. Director of Support
Gopala Babu, Program Manager, Automation Support
CONNECT.
COLLABORATE.
INNOVATE.
Automation Support
Agenda
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Support Experience
Automation Readiness
Support Process
Partner Communication
Supportability Tools
Case Sharing
Lessons learned
Growing Demand for Automation
 More Customers shifting to Automation
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Leveraging Past Experience
• 6 Semi-Automated Sites
• Landside and Yard are
automated
• Similar 3rd party Interface
concepts
• Greater visibility and
sharing
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Automation Training
• Global Support Training
planned and executed
• 30 CS resources trained in
Basic Automation
•
APAC - 12, EMEA – 9,
AMER – 9
• Log Analysis and Debugging
covered
• Exception Handling scenarios
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Automation Training
• TEAMS basic user training
covered
• TLS training coming soon!
• In-depth customer specific
training in progress
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Support Process
• Deliverable and support process
• Joint release
• Navis-TBA certified versioning
• Case Handling Process
• Implemented flow to handle 3rd
Party/Vendor Cases
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Detection & Recording
Support
Process
Customer
Support
(Navis)
Vendor
Sustaining
(Navis)
PS/PM/Eng
(Navis)
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Issue Occurs
SFDC Case created
Solution Delivery
Investigation & Diagnosis
Assign, reproduce & Debug
No
Navis?
Notify Vendor related bug
Case moved to PS/PM
No
Bug?
Case moved to Development
Develop Solution
Vendor fixes bug
Deploy patch
&
Re‐validate Provide Solution
QA Certifies (N4/Vendor)
Deliver N4 Patch
Enhance Support Offering
• Enhanced Support SLA Available
• 4 hour SLA (Work around) for P1s
• Product Extension Support
• Customized approach
• Navis preferred model for automation support
• Options are limited in Automated environment
• Support needs more robustness/preparedness
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Support Process continued…
• Triage
• Currently Navis Engineering manages triage process
• Regional Support lead will represent customers/cases
• Prioritization of bugs and scheduling
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Support Process continued…
• Escalation Process
• Escalation point – Regional Primary automation support
resource
• Challenge - Enhance technical skillset and
product/operational knowledge
• Mitigation – Rigorous training both on-site and off-site
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Communication
• Partner Communication
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Navis POPS will have Navis Representative for Vendors
PS/CS will work with POPS team for partner communication
Case details will be shared with partners
Joint testing effort for each Major/patch release
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Product Supportability Tools
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• Log Coalescer
• Merges multiple files
into one or more files
based on timestamp
• More efficient to
review
• Reduction of turn
around time
Product Supportability Tools
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• Log Analysis tool
• Tool will help to gather and analyze logs
• Both Navis and Customers could use
• Enhanced capabilities Targeted for 3.1 GA
Product Supportability Tools
• Remote Logging
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Supportability Tools Coming soon..
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• UI tool for ECS database
• Support requested for an UI tool for ECS database access
• Targeted for 3.2
• Automated Product Health Check Tool
• N4 to have health check capability
• Pro-active notification on issues found
• Targeted for 3.2
Lessons learned
• Exception Handling scenarios
– expand list
• Need more hands-on training
to CS resources
• Customer expects one
solution/suggestion – Navis
and Partners
• Clear role definition of Support
and Sustaining resources
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Last Question
Summary
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Customer Support Readiness
Leveraging experiences
Support tools
Support structure
 Enhanced SLA
 Communication methodology