EDI back-up/insurance - The full contingency process

Advance EDI Support – Emergency EDI retrieval process

Please note that initially this service will only be offered to GXS Tradanet Service. It is our intention to expand this to users of other EDI VAN’s but not from the initial launch of the service. Please phone us on 01932 230024 if you wish to discuss contingency support for anything other than Tradanet.

The Process

1. If, as a result of a communications, hardware or software failure you find that you are unable to receive and process your incoming orders from the GXS Tradanet service, the first step is to determine whether or not you know the current mailbox password.
   
   If you do not have this to hand and cannot determine what it is from your EDI system, then contact the GXS helpdesk on 08705 133165 and ask them to reset it. They will ask you for your Tradanet user number (TUN) or your mailbox ID (13-digit ANA number) and may ask you to submit the request in writing, either by e-mail or fax. If you only know your Tradanet user number and are not certain what your mailbox ID is, the GXS helpdesk will be able to give you this information.
   
2. Once the mailbox password is known, call the Advance EDI Support hotline on 01932 230024.
   
   Once connected you will be asked for your current Advance EDI Support password. This password is assigned to you when you sign-up to the Advance EDI Support service and is needed to prevent unauthorised persons from making an emergency download request.
   
3. The hotline operator will then ask you for your Tradanet mailbox ID (13-digit number) and mailbox password. They will then ask whether or not you are able to accept the EDI messages in raw format or not. If your reason for calling the hotline is because of a communications error and you know how to import EDI data into your EDI system, then you should ask for the data in raw format as this will save you a great deal of time and effort later.
   
   If your EDI system has failed or you cannot import EDI data into it, then you should ask for the data in human-readable form so that it can be entered into your business systems manually.
   
4. The hotline operator will then ask you for your preferred method of delivery. Wherever possible this should be an electronic means of delivery such as e-mail or FTP but if this is not possible, the documents can be sent by fax or courier. Note that if a courier is used, this will be at your expense and the courier will expect to be paid for their services when they arrive.
   
   Note that the fax method is only practical if the data is being sent in human-readable format. If a courier is used, then the data will be sent on CD, DVD, USB memory stick or paper according to your requirements.
   
   The electronic methods of delivery are:
   
   

   E-mail	You provide us with an e-mail address and we will send the files to it. Please note that it is your responsibility to ensure that any mail size or spam filtering restrictions will not interfere with the delivery of the messages.
   FTP server	We place the files on our FTP server and provide you with an ID and password that will enable you to retrieve them.
   FTP client	You provide us with the IP address, user ID and password of an FTP server under your control and we upload the files to it.
   HTTP	We place the files on a web server and give you the URL you can use to retrieve them. Once you have confirmed that they have been retrieved, we will delete them from the server to protect any confidential information they may contain.

   
   
5. Once you have received the documents then you will be able to import/re-key the data into your business systems. Contact the hotline once again to confirm that the documents have been received and to obtain a new Advance EDI Support password.
   
   If the original cause of the problem has not been resolved before another batch of EDI documents needs to be received and processed, you would simply repeat the whole procedure.
   
   Please note that in addition to your subscription to Advance EDI Support (AES) you will also be charged £100 for every use of the AES service. This would be charged at a maximum of £100 per day.
   
   If the need to have the AES support team send through your EDI orders extended beyond one day there would be an additional charge of £100 for that second day. So if your requirement for the service was spread over two days the total charge invoiced to your company would be £200 exc VAT.
    
6. Once the original problem has been resolved, we strongly advise you to change your Tradanet mailbox password so that only you will be able to download files from the mailbox from that point on.