business

1. Sekisui Kasei
Maintenance Services Introduction (April 21, 2021)
HOYA Digital Solutions Corporation
© 2020 HOYA Digital Solutions Corporation All Rights Reserved.

2. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
Upcoming Event and Schedule
Defining Support Levels
Maintenance Support Model
Scope of Support
Operational Support Hours
Agenda

3. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
Upcoming Event and Schedule
Date Date (to) Event ✔
MAY 10 SKMX Go-live
May 19 Maintenance Support Introduction for Users
MAY 10 MAY 21 Hyper Care Support for 2 weeks
Project team continue to support SKMX users
MAY 24 Start Maintenance Support Process

4. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
L0
Business
Process
Owners/Key
User Support
 Help and first contact for business users.
 Isolate system or process issues, and raise system related inquiries and incident cases.
 Approve and accept changes as the business process owner.
 Post-production user training support
L1
Service Desk
 Monitor requests, resolve Level 1 application tickets.
 Escalated to the appropriate technical support team (L2/L3).
 Ticket issuance and escalation to third-party support providers.
L2
Functional
Application
Support
 Change the configuration of the application for incident resolution.
 Perform functional incident resolution that cannot be resolved with L0/L1 support.
L3
Technical
Application
Support
 Modify applications, interfaces, and modifications related to technical application setup for
incident resolution.
L4
Product/ISV
Application
Support
 Core Product Problem Resolution
 L2/L3 support team cannot resolve incident resolution with Product Owner assistance
 Escalate the issue to the Microsoft/ISV vendor.
 The customer must have a valid support contract with an ISV vendor to resolve the incident.
Definition Support Levels
Customer IT
Support
HDS
Support

5. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
SKHQ
&
Japan
Staff
SKCH SKTW SKTH SKID SKUS SKMX
SKKR SKNL
HDS Tokyo (L1)
Supported languages:
Japanese Chinese Chinese Thai Indonesian English Spanish English
HDS Manila (L1)
HDS (L2/L3/L4)
HDS BKK (L1)
*It assumes a support agreement
exists between the ISV vendor and
SEKISUI Kasei.
ISV Solution Providers
Microsoft
Maintenance Support Model
Standard case:
First contact: SYSCOM
→ IZERTIS
Urgent case: IZERTIS/
SYSCOM direct contact
users, cc HDS
To Share communication
e-mail addresses
Support local time:
8:00am to 4:00pm
8:00am to 4:00pm
8:00am to 5:00pm

6. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
Scope of Support (MS Dynamics 365 + ISV vendor contact)
Site Finance SCM Production HRM (Master) ISV
(Vender
contact)
Note
SKNL ✔ ✔ ✔ ✔ ✔ HSO: MT 940
HSO: Bank Reconciliation
HSO: SEPA
SKUS ✔ ✔ ✔ ✔ ✔ DataMasons:
VantagePointEDI
SKMX ✔ ✔ ✔ ✔ ✔ e-Invoice/e-Accounting
SKTH ✔ ✔ ✔ ✔ ✔
SKID ✔ ✔ ✔ ✔ ✔
SKTW ✔ ✔ ✔ ✔ ✔ Tectra Package
SKKR ✔ ✔ ✔ ✔ DUZON System
SKSH ✔ ✔ ✔ ✔ Golden Tax Interface

7. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
Operational Support Hours
Local Time (Weekdays) Support Time (L2/L3/L4)
SKNL 9: 00 - 18: 00
* There will be 24 hour support after all locations go-
live.
SKUS 9: 00 - 18: 00
SKMX 9: 00 - 18: 00
SKTH 9: 00 - 18: 00
SKID 9: 00 - 18: 00
SKTW 9: 00 - 18: 00
SKKR 9: 00 - 18: 00
SKSH 9: 00 - 18: 00
Hours of support:
9: 00 - 18: 00 local time, following local calendar.

8. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
Operational Support Time Details
L1 outside of the green time zone is out of Service
GMT (DLS) 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
SKEU +1 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00
SKUS +1 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
SKMX 0 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00
SKTH 0 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00
SKID 0 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00
SKSH 0 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00
SKTW 0 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00
SKKR 0 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00
EU 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
+ US/ MX 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
+ TH/ ID 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
+ SH/ TW/ KR 0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
L2/ L3/ L4
GMT
L1

9. © 2020 HOYA Digital Solutions Corporation All Rights Reserved.
We assist our customers' business growth by IT