Mypact support

=Introduction to MyPact= MyPact application is used to provide our direct customer a fast, secure and smart way of selecting, configuring & pricing MasterPacts.

MyPact is available in two digital ways
1. MyPact basic version as a stand-alone web application for immediate usage.

2. MyPact Integrated version

Work Deployment Roadmap


=MyPact public portal link= 10.195.163.181/publicportal

=MyPact - Roles and Responsibilities=

CCC Agent
TBD – to be discussed and formalised with Phani/Nagendra

Advance Agent (IPO & DCE Support)
TBD – to be formalised with Phani

MyPact - Process Flow

 * Issue detected in Mypact, Partner /Customer Calls CCC.


 * CCC Agent logs the case in BFO and troubleshot the issue.


 * If the issue doesn’t get resolved CCC Agent escalates the case to Advance Agent.


 * Advance Agent Classifies cases accordingly and contacts respective team IPO/DCE responsible for the task.


 * IPO /DCE SPOC further analyses the case and escalate to their respective support group for the resolution of the incident if required.



=MyPact - Support Organization=

Product Owner-Loic De La Goutte

Incident Manager-Amit Devangan

=MyPact - Escalation Metrics=



=MyPact - Incident Management Tool=

Remedy (One Tool): Ticketing tool to log all incidents.

Trust IPO: Incident notification tool, which provides update on all ongoing critical incidents.

Spice: It is an online community tool for communication.

Gomez: Alert monitoring tool.

Sales force (BFO): This tool is used by CCC agent to log all incidents.

=MyPact - Incident Identification=

IPC issue   - When the configuration doesn't work, when we get inconsistency on configuration level.

BLL issue   - When we have issue with the XML format, and/or the save process for the configuration.

BSL issue   - When we have issue while retrieving product datasheet or pictures in applications.

Hive issue  - When configuration, XML and saves are ok, but it is still not integrating in country's SAP.

MyPact issue - Desynchronisation between SAP systems and MyPact KB

MySE issue  - pb with save management, customer account or rights, etc

=MyPact - Abbreviations/Glossary=

=MyPact- General Information=