Sterling B2B Integration Services Plus

Sterling B2B Integration Services Plus provides additional management and premium support services beyond Sterling B2B Integration Basic. Build, deploy, and manage integrated B2B processes across your trading partner communities faster and easier with capabilities that include:

Transition Services

Includes the following services to transition you to the service:

• Project Management – A dedicated project manager to manage your transition to the B2B integration services platform
• Architectural design – Develops the architectural plan including requirements for process and infrastructure
• Integration testing – The process of testing that the customer and its trading partners are receiving data to their back-office systems from the B2B integration services platform
• Optional Services – To customize the service to meet your business needs

Integration Services

Services available once your service is live:

• Map Integration Testing – Ensures maps created for you and your trading partners are functioning correctly
• E-commerce strategy services – A consultative exercise with the objective of developing your B2B integration service to support your business requirements for the next 1-3 years
• Optional Services – Including integration testing, training, architectural design, process design and application consulting from skilled and experienced B2B resources to develop and customize your service

Premium Support

A higher degree of pro-active support through:

• Dedicated number for call handling with personnel on line for extended hours
• Calls handled by senior customer support reps
• Faster escalation of any items not handled in Level 1
• Support access to all client employees
• Named customer service representatives
• Configurable automated alerts

Custom Service Level Agreement

Service levels configured and agreed to meet the needs of your specific business.

Document Process Management

IBM takes responsibility for ensuring documents are sent and received in an agreed time frame working with your staff to resolve any issues.

Program/Service Manager

The role of the Program/Service Manager goes beyond that provided by support and is designed to develop a partnering relationship with the client aimed at aligning the service to facilitate strategic growth objectives:

• A single point of contact for business and strategic issues
• Project and resource oversight for projects during operations phase
• Identify, evaluate and prioritize B2B opportunities
• Regular business reporting and scheduled on-site meetings with the client executive owners
• Annual re-assessment of the B2B Business Plan

Trading Partner Support

Optional service providing experts that assist in resolving document processing and other B2B integration issues with your trading partner community, regardless of time zones, geographies and spoken languages, including:

• Functional Acknowledgement monitoring and tracking at the trading partner level
• Trading Partner direct dial access to assigned IBM client service representatives, who can answer the phone as your company

Level 1 telephone, Web and e-mail support for each registered trading partner:

• Communications, mapping, document processing, problem diagnosis and resolution, data tracking, document testing, system setup and maintenance

Supplier Portal Development

An optional service, providing:

• A branded supplier portal for the customer, enabling suppliers to access information including: B2B specifications for documents, protocols required and information on new initiatives