Coles Liquor Support Hours and SLAs
Review Coles Liquor Support Hours and SLAs
Coles Liquor has extended support hours and SLAs that need to be met.
There is a financial penalty if any SLAs are not met in a given month.
Support Hours
We are contracted to provide extended support hours 7 days a week (including public holidays) from 8am - 1am AEST.
SLAs
The following SLAs apply
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Item
Description
Response Time
Recovery Time
P1 - Urgent
Omnivore UI unavailable
- Unable to update product/price/inventory in most stores
- All orders stop being dispatched to Coles Liquor systems
- All orders stop being received from marketplace
- All dispatch notifications from Coles Liquor not received, Driver dispatch alerts not received from Marketplace
- Actual or suspected data and security breach
Weekdays
(M-F 8am - 6pm) AEST
30 min
Weeknights (M-F 6pm-1am) AEST
30 min
Weekends (S-S 8am - 1am) & Public Holidays
2 hours
Issues must be reported to:
colesemergency@omnivore.co
Weekdays
(M-F 8am - 6pm) AEST
2 hours
Weeknights (M-F 6pm - 1am) AEST
2 hours
Weekends (S-S 8am - 1am) & Public Holidays
4 hours
P2 - High
- Unable to update product/price/inventory in one or more stores
- Omnivore UI available but partial functionality broken
- Immediate deactivation unavailable.
- Unable to pause or reactivate products in one or more stores, where a marketplace UI workaround is not effective
- Capability is limited or significant performance degradation is experienced.
Weekdays
(M-F 8am - 6pm) AEST
2 hours
Weeknights (M-F 6pm - 1am) AEST
2 hours
Weekends (S-S 8am - 1am) & Public Holidays
4 hours
Issues must be reported to: request@omnivore.co
Weekdays
(M-F 8am - 6pm) AEST
24 hours
Weeknights (M-F 6pm - 1am) AEST
24 hours
Weekends (S-S 8am - 1am) & Public Holidays
Next business day
P3 – Medium
- System performance issues or functionality impaired to the point it inhibits normal operations. Short-term workaround is available.
- Service is operational but partially degraded, and an interim workaround is needed and/or solution exists.
- Problem with non-critical feature or functionality
1 Business day
Issues must be reported to: request@omnivore.co
City Beach Software will use best effort to provide a patch or workaround as soon as reasonably practical.
P4 – Low
- A “low” severity Problem or Incident with no impact to an end user and a workaround is available, or a request for information or customer service enquiry from a Merchant.
- Example: A Merchant needs assistance to set up a promotion
1 Business day
Issues must be reported to: request@omnivore.co
City Beach Software will use best effort to provide a patch or workaround as soon as reasonably practical.
Marketplace Issue Response
- CBS will not be held liable for issues relating to the Marketplace, infrastructure and related Third Parties but will be required to file a support ticket within 24 hours of identifying such an issue.
24 Business Hours from time of reported issue
Issues must be reported to: request@omnivore.co
Reasonable effort made to resolve issue(s) ASAP.
Retailer Issue Response
CBS will not be held liable for issues relating to the Retailer’s infrastructure.
Retailer must ensure infrastructure problems, releases and timeouts are communicated to CBS and will use reasonable endeavours to provide 48 hours’ notice.
Ad Hoc basis
Reasonable effort made to resolve issue(s) ASAP.
Ticket Linking
Due to the SLAs detailed above, it is imperative that all Coles Liquor tickets are
Correctly linked to the parent account immediately upon review.
Linking must occur within 15 minutes of the ticket entering your queue, unless you are actively handling another P0 critical issue.
Incorrectly linked tickets create SLA calculation errors and financial risk.
Ticket Management
Freshdesk has been set up to assist with ticket management and meeting SLAs as follows:
1. Tickets submitted to the colesemergency@citybeachsoftware.com email address
Tickets submitted to this email address are automatically set to Urgent.
A note is added with the required SLAs for response and resolution.
An email alert is sent to Ivan and Krystal alerting them to the ticket.
An auto-response is sent to the person submitting the ticket confirming receipt.
As Coles Liquor is a custom integration it's unlikely Support will be able to assist. For Urgent tickets, our priority is to alert Ivan as the Dev responsible for the integration that there's a ticket as fast as possible by:
- UAQ Monitoring
Ensure regular UAQ checks.
If tickets back up due to agent availability issues, the UAQ person should manually take the ticket to meet the first response SLA. If any member of the support team sees an emergency ticket in the queue that hasn't been responded to though then they should respond to ensure we meet the first response SLA.
We all need to work together to ensure the ticket is handled correctly. - Weekday core support hours of 8am - 6pm
Post in General Slack channel that an Urgent Coles Liquor ticket has been received. If possible, triage or provide diagnostic information. Respond to the ticket, then send it directly to Dev Fairy, tagging with DF. - Weekday extended support hours of 6pm - 1am, plus weekends and public holidays
An SMS alert system is set up on the emergency email address to notify Ivan of the ticket.
From Support's perspective:
Response Time SLA -
Tickets submitted require a response within 30 minutes. This can be as simple as replying to say that we are aware of the issue and are working on it. It does not need to be a resolution / fix.
An email alert is sent to the assigned agent as the 30-minute SLA approaches.
Resolution Time SLA -
The assigned agent will receive an email alert 2 hours before the required resolution time.
The agent follows up with the Dev working on the ticket, ensuring they are aware of the approaching cutoff time and can provide a resolution.
2. Tickets submitted to the request@citybeachsoftware.com email address
Tickets submitted to this email address will automatically be set to High. Triage the ticket when received and adjust the priority based on the above SLAs as needed. If in doubt leave as High.
For these tickets, our priority is to ensure that the initial response and resolution SLAs are met.
Weekdays - Triage the ticket as normal and ensure you respond within the relevant SLA. Follow the normal procedure to escalate to L2 if required.
Out of hours extended support
Outside of core support hours, the UAQ is monitored by an external ticket monitoring company called TMC. They have a Freshdesk login and will scan the queue for any Coles Liquor tickets. They will provide the first response, then call a nominated contact on the dev team to alert them of the ticket.
The external ticket monitoring company monitor the UAQ from
6pm Friday - 1am Saturday
8am Saturday - 1am Sunday
8am Sunday - 1am Monday
If you are on weekend monitoring and see a High ticket from Coles Liquor before it's been picked up by TMC then assign the ticket to yourself, provide the first response and call Ivan. Don't leave the ticket for the ticket monitoring company.
The canned response to acknowledge the ticket is in the Coles Liquor folder and is called Ticket Acknowledgement.
Response Time SLA -
Tickets require a response within the relevant SLA that applies.
An email alert is sent to the assigned agent 30 minutes before the relevant SLA approaches.
Resolution Time SLA -
The assigned agent will receive an email alert 2 hours before the required resolution time.
The agent follows up with the Dev working on the ticket, ensuring they are aware of the approaching cutoff time and can provide a resolution.
Coles Liquor Support Contacts
For LIQUOR ROVER/RAFe related issues use CXTLiquorRoverProdSupport@coles.com.au
For COL Rover related issue use COLIMSupport@coles.com.au
For any escalation - use Chandramohan.Krishnamoorthi@coles.com.au