Development Support Production Support
We will either visit you or arrange a conference call to kick-start your development, once you have digested all the relevant commercial information on this site and have all the relevant Commercial information from your local Avis contact, and we have agreed development plans.
After the initial kick-start, your local Avis contact will answer questions, and forward the technical questions to the Avis development team. Unfortunately we cannot afford to support general XML/Web Services questions - but we can recommend a consultant.
The Avis Europe development team will do best endeavours to get a response to your question within 2 business days.
Please send any technical questions on your Avis Europe Direct Connect development to the following mailbox:
Direct.Connect@avis-europe.com
Please include the words Technical Query in the subject line of the email, and include the name of the development partner
either in the subject line or text of the email.
Whenever possible please include any XML requests and responses relating to your query.
Use of this mailbox will enable Avis Europe to monitor and distribute these queries internally and ensure cover for Direct Connect developments.
Post-implementation support is handled initially by the Avis Europe IT Service Desk.
Post-implementation support for Direct Connect is handled initially by the Avis Europe service desk.
To enable you to report any connectivity problems, we will need to register the following details with our Service Desk at least one week before launch.
- The generic email mail address of your Help Desk or support area
- Help Desk opening hours
- Country in which Help Desk is located
- Telephone numbers for your Help Desk - office hours and out of hours if different
- List of authorised requestors - Name/Email Address/Contact number for each.
- The email address or addresses to be used for system outage notifications
- Escalation contact details
After go-live, for all Direct Connect service Incidents including connectivity please follow the procedure below:
Production Support Incident* reporting process
*"Incident" is defined as "Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service."
Incident priorities are defined as:
Priority 1 Total loss of Direct Connect Service to all users
Priority 2 Loss of important Direct Connect functionality with no workaround, or a severe performance issue
Priority 3 Loss of partial Direct Connect functionality with a partial workaround, or a noticeable performance issue
Priority 4 All other functional or performance problems
Priority 5 Minor non-functional errors such as spelling errors in help text.
The Avis Service Desk is open to handle all calls and emails 07:00 - 17:00 UK Monday to Friday (including UK public holidays other than Christmas Day).
The Incident management process comprises the following steps.
An on-call process is available for Priority 1 Incidents only 0600 to 0700, and 1700 to 2200 hrs weekdays and UK Bank Holidays, and 0600 to 2200 hrs at weekends.
1. Priority 1 Incidents should be reported directly to the Avis Service Desk or on-call process by telephoning +44 844 544 7373. The partner should state their company name, their name and also confirm their contact details (email, phone), and that they are reporting a Severity 1 problem with Direct Connect.
2. For All Incidents including priority 1, an email must also be sent, by the Authorised Requestor to itservicedesk@avis-europe.com, attaching the completed Avis Direct Connect Incident Report Template (below).
3. Please ensure that the subject line of the email includes any reference number from your Help Desk
4. You will receive an acknowledgement email from the Avis Service Desk system, ITSM. This will include the ITSM reference number which must be quoted in all future communications by telephone of email.
5. The information in the email and completed form will be logged at the Avis Service Desk and a reply will be sent back to the Authorised Requestor with the relevant Service Desk Reference Number. The Service Desk will transfer the incident to the relevant resolver team, in most cases this will be the Direct Connect Support Team.
6. Incident progress can be tracked by phoning or emailing the Service Desk using the same contact details as for the initial incident. If emailing, the ITSM (Avis Service Desk) Reference Number must be included at the start of the subject line.
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