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Shearwater Support

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WHAT WE DO

For Your Business Success

Shearwater provides extensive support during the Post Go-Live Support period as part of the project and offers to extend such support in a comprehensive Application Management Support package with our dedicated support platform.

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FEATURE

Shearwater Support Center

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FEATURE

Dashboards

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OUR SERVICES

Shearwater Support Overview

Post Go-Live Support

Support characteristics

Application Management Support

  • Post Go-Live support to ensure any new or remaining bugs are fixed and users get up to speed with the solution in a sustainable manner

Description

  • Comprehensive Application Management Support to ensure the solution remains bug free, the solution stays relevant, and users receive the benefits they expect
  • 1 month post Go-Live

Time & duration

  • After 1 month of Post Go-Live Support has been completed
  • Annual agreement

Monitor & Maintain

  • Monitor and maintain the solution pro-actively to ensure it reaches a stable mode for sustainable usage
  • Typically, weekly status meetings and reporting

Respond & Resolve

  • Manage and resolve issue tickets and service requests (communication would remain at status quo until the transition to AMS)
  • Actual service levels to be included in status report

Support Activity Groups

Monitor & Maintain

  • Monitor and maintain the solution pro-actively to ensure it remains healthy and relevant to the users
  • Typically, monthly status meetings and reporting
  • Monitor and advise around business benefits realization

Respond & Resolve

  • Manage and resolve issue tickets and service requests
  • Address recurring issues with structural recommendations
  • Actual service levels to be included in status report
  • Project team remains stand-by to resolve tickets

Service levels

Daily Rates to be agreed based on package:

  • Packages (min fixed availability)
  • Higher or lower service levels (subject to need)
  • More or less activities in scope (subject to need)
  • No additional cost
  • All fees included in project scope and budget

Fees

Fees depending on service package:

  • Retainer for availability leads to minimum monthly fee
  • Higher service levels lead to high priority daily rates
  • More activities in scope lead to more effort

OUR SERVICES

Monitor & Maintain

Monitoring & Maintain activities will ensure that the solution remains in good health, mitigate model or data related risks, and help avoid business disruptions.

Model Optimisation

  • Assess the instance usage
  • Optimize or reduce or clean up redundant modules / sheets / loaders
  • Optimize formulas and improve on user dashboards

User Access

  • Ensure the user list is up to date
  • Ensure that the user access rights are up to date
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Data Checks Alerts

  • Check if the instance data is up to date
  • Alert users if data integrity is in question
  • Perform data clean up and archiving where required

Status meetings and reporting

  • Establish a regular status update with Customer
  • Track and resolve ongoing issues

OUR SERVICES

Respond & Resolve

The services that can be requested from Shearwater are divided between Model Issues and Platform (Workday Adaptive Planning) issues. This is followed by the Request Type, Category and Definitions for each group

Solution category

Resolve Issues / Defects (Issue tickets)

Provide Service (Service requests)

User Access / Authorization

Resolution of defects related to user access, individual user settings, and authorizations

Generic model training and any type of "how to" clarifications requested by the users

Data load / Interfaces

Resolution of defects related to data load mechanisms and interfaces

Guide users to load data and scheduling automated interfaces

Data Quality / Enrichment

Resolution of defects related to data quality and gaps during load or in Workday Adaptive Planning

Support users with explanations and testing of data quality, requirements and analysis

Data mapping

Resolution of defects related mapping of data in various hierarchies and mapping tables

Guide users with data mapping instructions and design, and minor changes to mapping

Logic

Resolution of defects related to logic, calculations, lookups, etc.

Guide and explain to users how logic works in Workday Adaptive Planning, and minor changes to logic

Reports and dashboards

Resolution of defects related to dashboard displays, missing data, outdated views, etc.

Guide and explain to users the dashboard features, and bug fixes

User Clarification / Training

  • No resolution, user clarification appears sufficient
  • Resolution of defects related to training material

Support users in minor changes to views of dashboards

Platform

Triage and management of Workday Adaptive Planning issues and escalation to Level 3 support

Provide user access and minor changes to user settings

TRIAGE PROCEDURE

Respond & Resolve

Following the triage procedure, raised tickets will be routed from the Super User to the Issue Owner, who will be responsible for resolving the issue. The Issue Owner will contact the super user for testing and to verify resolution.

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Ticketing System Utilization

Customer users can raise tickets through Shearwater's internal ticketing system, ensuring an organized process for handling user requests.

Named Super User Engagement

Tickets are directed to a Named Super User who examines and resolves internal issues. If necessary, the Super User escalates the matter to the Shearwater Helpdesk.

Level 1 Support Triage

The Shearwater Helpdesk, in Level 1 support, examines and prioritizes user requests based on severity definitions. Updates on request status are communicated to the Super User, and unresolved issues are forwarded to Level 2.

Level 2 Issue Owner Resolution

Level 2 support involves the Issue Owner assessing defect/change requests, guiding users, providing services, and delivering quick solutions, fixes, and defect testing.

Workday Adaptive Planning Support Escalatio

For issues related to the Workday Adaptive Planning platform, Shearwater advises customers to raise requests to Level 3 Workday.

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Shearwater Asia | Finance and IT Digital Transformation Consultancy

Shearwater Asia is a leading one-stop finance and IT digital transformation consultancy in Asia with over 14 years of experience implementing financial automation projects and other cloud solutions that help businesses automate workflows. We are the FY23 Solution Provider of the Year Award – Rising Star of Workday partners with one of the region’s biggest teams of cloud consultants. Shearwater Asia offers a suite of cloud solutions that entail a cloud Enterprise Resource Planning (ERP), Enterprise Performance Management (EPM), account reconciliation and the financial close process automation, inter-company financial consolidation, stack integration and workflow automation platform.

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