Knowledgebase Article Number
Published July 23th, 2020, at approximately 2:00 p.m. EST.
At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service on July 11th, 2020 described below.
Monday, July 13th at 8:20 am a ticket was submitted to our support queue regarding discrepancies between what was shown as released in Exacta and SAP. Some preliminary investigation occurred prior to the issue being escalated VIA phone call on July 15th. Our T2 team was engaged, and we coordinated with the site to manually print the missing orders which resolved the urgent issue.
After further investigation into the logs and Data our T2 escalation team determined that the orders which encountered issues were due to ship label data missing in import sent to Exacta by SAP.
Next Steps and Preventive Actions:
Salon team can work with SAP directly to validate and confirm why ship label data was not sent to exacta initially. Bastian confirmed that we allow import of records with no ship label data, but can coordinate with Sales and Dev resources to develop a CNA to prevent this from being able to occur.
Our commitment to you:
Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service, and we assure you we're taking the required preventative measures to prevent reoccurrence.