SCOT is a key supplier collaboration application designed to facilitate your communication with suppliers. Here you can analyse supplier deliveries to Metro, calculate and monitor supplier performance, manage penalties, issue bulk email reports, and much more.
As SCOT-related actions are defined and planned in advance according to the business plan of each Metro country (e.g. Net performance calculation, penalty calculation, reporting to suppliers), nothing should take you by surprise when you reach a specific milestone in your monthly processes.
However, there are sometimes cases when you encounter a problem in SCOT which requires immediate action from our SCOT support teams. For example, failure of performance calculation, issues with penalties and invoicing or with bulk reporting to suppliers - when these operations are dictated by strict deadlines in your country.
In such special cases, please follow the Emergency Procedure below to report the incident to us in order for the incident to be handled with priority.
The regular incident reporting flow is:
You report issue to First Level Support (1LS) --> 1LS tests for reproducibility and escalates to Second Level Support (SLS) & Product Manager (PM) --> SLS & PM address the situation --> you receive feedback during this process (regarding situation and resolution).
EMERGENCY PROCEDURE - STEPS TO FOLLOW:
1. Send an email to scot@sourcingsupport.de and put on CC metrosystemsde-scp-product@metronom.com. Use "URGENT" in the subject of your email - this way, a High Priority ticket is generated for 1LS.
When you email scot@sourcingsupport.de, a ticket is automatically created in our system. If ticket comes with Low Priority, it will be treated within the next 24 business hours. If you have encountered a blocker or critical incident which prevents you from proceeding further in SCOT, please use the "Urgent" marker in the subject of your email to bring it to our attention. Such High Priority tickets will be treated according to the emergency procedure explained below.
2. Provide a detailed description of the problem, which will allow 1LS to reproduce and escalate it in a timely manner (without having to contact you back for further details):
- step-by-step description of the problem (what steps you took in SCOT, what options you clicked, error messages, etc.)
- complete screenshots from SCOT (capturing the entire page, not only certain sections)
3. First Level Support business hours are from Monday-Friday, 8:00-18:00 CET.
- If "Urgent" email arrives within business hours, a SCOT 1LS team member is notified and takes action, as described in the regular flow above (testing reported issue and escalating to SLS & PM).
- If "Urgent" email arrives outside business hours, SLS & PM will handle it directly as they are on CC. 1LS will catch up when next business hours start.
4. In addition, flag the emergency via Teams in the relevant Teams groups you are in: SCOT country channel, general Supplier Collaboration Community, to specific contacts like 1LS members or the SCOT PM.
IMPORTANT RECOMMENDATION:
Please share your processes timeline with us in advance!
For an optimal process flow, we recommend you to let us know in advance when you plan to take an important action in SCOT, such as issuing penalties to suppliers (data sending to MCCM, bulk email).
If these actions are scheduled for end of business day or end of week / month, it is even more important to give us a heads-up.
This way, our team is aware and will stay tuned for you in case any issue arises during the action you take.