We are proud to set ourselves apart from the accepted “norm” of day-to-day technical support.
Our mission is to provide a superior level of support and maintenance services to keep your transactions flowing.
Our purpose is to give you the peace of mind to focus on your core business, leaving EDI to our experts.
Our goal is to empower you to do business in every direction.
Meet the Managed Service Managers who head up the teams that support our customers every day.
The purpose of the Managed Service Support Team is to support our clients and our clients’ trading partners to an industry leading level. We aim to be the tip of the spear in regards to technical customer service support, effectively and efficiently providing a proactive monitoring service, resolving incidents and building strong healthy relationships along the way.
Understanding our clients business processes and supply chain in order to make TrueCommerce feel like an extension of their business
Providing clear communication, keeping the client informed at all times
Meeting and exceeding agreed SLAs
Asking for help should be convenient.
From calling, to chat, to intelligent case routing. Our team is just a click away.
Tel: 0345 351 3690
You can also contact us from within your Hub --> Help --> Service Desk
Whilst our Core Service Hours are Monday to Friday (excluding Public Holidays) from 08:30 until 17:00, we understand that issues can happen at any time.
Critical issue on the weekend? An outage at 2 in the morning?
Our teams are on-call and ready to support you 24/7/365
To ensure we have the correct contact details for you, please send the following to onetime-servicedeskUK@truecommerce.com:
Name
Position
Telephone Number
Email Address
All Service Desk consultants are internal, based locally and trained by experienced technical leaders within TrueCommerce.
The team works directly with all groups in the organisation to get you the answer needed.
We work together to meet your needs.
During Core Service Hours the Managed Service Desk will monitor and resolve data flow failures on your behalf. These failures will be presented by the thumb’s up icon within your OneTime hub.
Depending on your chosen implementation you may receive notification directly from your OneTime Hub for data flow failures. These failures will be presented by the paper aeroplane icon within your OneTime hub. These alerts are not monitored by the Managed Service Desk.
We monitor all of our data centres, application services and connectivity infrastructure 24/7
We monitor all hubs to confirm they are active and running 24/7
We monitor via heartbeat all individual components of our infrastructure such as AS2, SFTP, FTP, VAN, HTTPS etc. to ensure they are active and running 24/7
Throughput monitoring can be implemented at connection level for non arrival of messages, typically for critical message types
Further information on our support case and escalation procedures can be found in the document below.
Support case & escalation procedures
If you have any questions please do not hesitate to contact us.
