Cadran Helpdesk

To support your business in running your JD Edwards ERP system, Cadran has extended its range of services to include the Cadran Helpdesk.

Via our helpdesk, we offer the following services that you can make use of in accordance with your organisation’s requirements:
- incident management (functional, technical and CNC)
- preventative management and monitoring with regard to CNC
- remote software development (non-project driven, short-term)

Cadran offers you a single point of contact for all support issues relating to JD Edwards.

Incident management
In the event that you experience technical difficulties with your system, report this to the Cadran Helpdesk. You can do this by phone, although we recommend using the incident-management application developed for this purpose. This guarantees registration of the problem and appropriate follow-up action. The employees of the Cadran Helpdesk will then spring into action to solve your problem. The urgency of your problem will determine the speed and scale of the reaction and it will be addressed in accordance with the agreed SLA. You can monitor the progress of the action via the Internet.

Preventative management and monitoring (CNC management)
Cadran is extremely proficient in CNC monitoring and management. The Cadran Helpdesk’s CNC professionals periodically log into your system and check that your system is still working optimally with regard to a range of predefined issues. With the aid of Oracle’s Server Manager Tool, continual monitoring of your system is made possible. Any incidents or potential difficulties are reported. If you include incident management in your Cadran service package, then these issues will also be registered in the incident-management records. You can decide the necessary approach and plans. Preventative management includes, for example, the creation of new EnterpriseOne users and creating packages.

Remote software development
Sometimes the standard functionalities of existing applications just aren’t enough and you need the help of an expert to adapt your system to your own individual needs. Cadran can do this by, amongst other methods, developing additional functionalities or adapting the standard functionalities of the software to suit your requirements. If you require development capacity for a small task that is not part of a project, then you can ask the Cadran Helpdesk to execute it for you.

Reports and progress updates/consultation
It is important that you are kept up-to-date with how things are coming along. Cadran conducts periodic communication regarding incidents, the progress/time frame of the support, the solutions offered and the results of the supplied solutions. Of course, you can also keep up-to-date yourself via the helpdesk software.