CSP/JIRA
The 1st response SLA for tickets (currently) +
The resolution SLA for DS tickets
24 Hours + 72 hours
When does the inbound SLA start +
What is the inbound SLA?
When the file arrives +
3 days
When must we send outbounds reports (at the latest)
The due date on planner/calendar
Section of Index to see when inbound files are due
Processing calendar
5
Type of ticket we need to raise if DS finds an error in OneHub
Internal - Defect
Name the 2 types of zip encryption we use
AES256
Zipcrypto
Name of the table we must check matches Index
Tblfilenames
What section of Index can I find where we send Benefit summary report(s)?
Customer - Inbound
Number of DS Consultants
4
If I need to raise a query to another Bfx dept to help solve the ticket i'm working on, I use...
Internal query/child ticket
Amount of inbound data we're allowed to store
3 months
Amount of outbound data we're permitted to keep
7 years
Where to find helpdesk contact info
Employee Support
Number of DS Seniors
8
Ticket type to use if we need it raised to the CSM
Account Management Query
What are the two names of documentation we follow in order to complete inbounds
Processing manual + Processing Guide
What month of the year do we (typically) send P11d/tax summary reports out?
April
What should be ticked, if we are to contact a client from Index, regarding late files/validation errors
Is Inbound contact
Number of DS that aren't specialists/seniors/consultants or managers
3
Queries raised to us by other Bfx teams should be using this ticket type
Internal - Data query
How often should we chase for late/missing inbound files
Every day
What 3 things do we need to check before we run exports/reports
Have the necessary inbounds been completed?
Are we past cut off?
Are there any tickets that may effect reporting?
Where can we find general restriction rules on Index?
Eligibility tab
Number of DS Cebu
23