Escalation process - Flow chart

1. Systems Lin kStu So reenu sin FSooif mueiItu d rfkxx
You have an issue you cannot resolve with…… – im W SRue
SoE – •U P
For Wages
and FAST cnefilum
peenue
Customer
Issues ciofSFf
cuofmu
Contact
CentreDSreu S
frFvuf
ioIrou d rfk
fku –•UP
kuIg quev
Raise a
ticket
online with
the FAST
help DeskObnrgluof
EquipmentCrFvroR
aB So kSffSo&
esefule
Picking
(Manhattan)
systems UB •DP
SMART •nfilSfrio
aP'W &
Automation
(TGW)quIrtums
aB rFmiIreu&
Delivery
(Microlise)–im lroim reenue o if S((uFfroR fmSE u mSreu S frFvuf d rfk fku pP
kuIg quev
– im lS)im reenue S((uFfroR sinm S* rIrfs fi EuIrtums i mEume mu(um fi
fk u Fio fSFf ek uuf Sf fku uo E i( fk re EiFn luof
For minor issues not affecting trade raise a ticket with the IT
help Desk
For major issues affecting your ability to delivery orders refer to
the contact sheet at the end of this document +eu ,uIgEuev -oIrou fkminRk W pDO
Use Helpdesk Online through WIRE Di nfu
gISoo ro R
Route
planning W u*
ci ofuo f
Web
Content c.c
C&C DSreu fku reenu d rfk fku cuofmSI ucillumFu
fuSl
Raise the issue with the Central eCommerce
team Du(um fi fk u ucillumFu erfu (i m W pDO (i ml
en*lreerioe im n eu fku Fio fSFf Iref
Refer to the eCommerce site for WIRE form
submissions or use the contact list ciofSFf fk u
-o Urfu
P'W
O oRrouum
Contact the
On Site
TGW
EngineerUfimu (iml
roE u/
aW pDO&
Store form
index
(WIRE)Usef ul Links
Stores Forms Index – W IRE
•
Product description f orm
•
Driver Logon request
•
ORS problem f orm
•
Contact centre submission f orms
Useful Links
Stores Forms Index – WIRE
•Product description form
•Driver Logon request
•ORS problem form
•Contact centre submission forms eCommerce Site
•
Central team contact list
•
Oracle BI
•
Perf ormance tracker
•
Promotional support guides
•
IDS Site
eCommerce Site
•Central team contact list
•Oracle BI
•Performance tracker
•Promotional support guides
•IDS Site

2. Replacement equipment orF nirnrmIsmnmsefuls sLinskSte sLin
How to order replacement equipment dtlxtL–n
WsRtlsn
E• PcpD
Picking
Device
(MC40)WsftRsmvn
WsRtlsn
EgPqqD
Delivery
Device
(TC55)Pr efsisnnunmskSsOinbrm n
Complete a request form grisOn
Totes CLtbrm n Uniform dtlxtL–n
imr fftsO
EamIsmnBn
UseutmDnn
Picking
trollies
(Order &
Repair) &irmsnbrm ntLIs'n
E()U*D
Store form index
(WIRE) Pr LOS u+fsOn
n
Consumables
amIsmni,mrS–,ni,sn&-dn&vOis n
E&suml,nWsOlmteitrLOnumsnuRutfu+fsnrLn
i,snnsPr smlsnOtisnD
Order through the SAP System
(Search Descriptions are available on
the eCommerce site )(rmxniu+nSLIsmnaesmuitrLOnOslitrL
E()U*D
Work tab under Operations section
(WIRE)

3. Urgent system issues
Incident Type Team Name Dialling From Store Dialling From Outside
All Incidents 24/7
UK ASDA Service Desk/US Field
Support
#6123 option 2,3,3,2

0113 8261262 option 3,3,2

Emergencies 24/7
[Example: Down Store, 50% or more
checkouts down]
UK ASDA Service Desk/US Field
Support
# 6123 option 2,1
or
direct dial #6999
0113 8261262 option 1
or
direct dial 0113 8261799
Out of Hours Escalations Only Service Desk On Call
07779700995 07779700995
Note: Emergency and on call numbers are for critical issues only. Any non-emergencies must be referred to Service Desk Online or reported via
Service Desk on #6123 in the first instance.

When reporting any major incidents a phone contact for the store will be essential for the solution team to resolve your issue .
Contact information for reporting any ISD related issues in or out of office hours.

Our standard office hours are Mon - Sat 0800 to 2000 and Sun 0800 to 1630.

Any calls outside of these hours will automatically be transferred to our out of hours support teams in US,
Ensure you listen to the automated message for all instructions.