System Monitor

TruLync Introduces Enhanced Customer Service Support

The Minnesota Item Processing Corporation (MnIPC) has changed its name to TruLync. As we move forward with our new name and logo we are also introducing two new operational programs to improve our support and service delivery.


TruLync Incident Management

designed to ensure proactive notification of all technology and business process exceptions. The exceptions will be assigned a severity level, tracked through resolution and action plans documented to prevent a reoccurrence.

Included in this initial communication are Severity Level definitions, examples of qualifying conditions, and required frequency of event status updates. As the program evolves, additional qualifying conditions will be identified and incorporated into appropriate notifications.

Severity Level Definitions:

Critical / System or Process Interruption (Severity ONE)

Production application down or major malfunction resulting in a product inoperative condition. Users unable to reasonably perform their normal functions. Significant impact to ALL client businesses.

The specific functionality is mission critical to the business and the situation is considered an emergency. This is not a declaration of Business or Disaster Recovery.

Examples of Qualifying Conditions

  • Internet applications completely unusable
  • Item processing production files stopped

Support Effort

  • Requires maximum effort from IT, Operations Management, or both
  • May require Vendor Support at Severity ONE Action level

Status Updates

  • Hourly via email from “TruLync Incident Notification”
  • Updates at TruLync.com

Significant Impact (Severity TWO)

Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.

Examples of Qualifying Conditions

  • Service interruptions to some, but not all, critical applications. Examples may include:
  • Images not available
  • Settlement issues
  • Draft file issues
  • Time sensitive issue reported by Client, which may adversely affect billing, monitoring or client’s production environment

Support Effort

  • Requires maximum effort from IT, Operations Management, or both
  • Requires Vendor support at Severity TWO level until fix is identified or workaround is available and scheduled for implementation
  • Severity Two situations do not generally require both Vendor and MnIPC support teams to be at their respective work locations on an “around-the-clock basis.” TruLync and
  • Impacted client personnel will agree what effort is required. If the authorized or designated Client contact is not available to engage in this effort, TruLync support may reduce the Severity level.

Status Updates

  • Every two (2) hours via email from “TruLync Incident Notification”
  • Updates at TruLync.com

Minor Impact (Severity THREE)

Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. Minor feature/product failure, convenient workaround exists/minor performance degradation/not impacting production.

Examples of Qualifying Conditions

  • System is up and running, but the problem causes non-negligible impact. Workaround exists, but it is only temporary (Example: A report can be triggered manually but does not run when scheduled)
  • The application still functions in the business environment, but there are functional limitations that are not critical in the daily operation
  • Does not prevent operation of a production system or there is minimal degradation in performance
  • Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions

Support Effort

  • Requires support effort from IT, Operations Management, or both, until a fix is developed or workaround is available and scheduled for implementation

Status Updates

  • Every twenty-four (24) hours via email from “TruLync Incident Notification”
  • Updates at TruLync.com

TruLync Service Desk

Designed to ensure service requests (tickets) are documented in a single source repository by client, caller, request or issue, expected resolution time, and overall service level

performances by our team. At this time, this program is being implemented for Deposit Services only. Additional services will be added over the next few months.

What to expect: When calling TruLync Support, you will be asked for the following information regarding the reason for your call

  1. Incident – example “Transmission delayed on report”
  2. Caller Name
  3. Credit Union
  4. Our representative will then ask to validate information we may have on file or may need to acquire to create a contact in our data base, inclusive of telephone numbers, email addresses, etc.
  5. Any additional details to be added to the “ticket” which may be helpful to our support team
  6. Finally, a ticket number and resolution timeline will be assigned and provided to the caller

Reporting: Initially on a quarterly basis, TruLync will provide customers with a summary of calls, to include Type, Caller Name, Frequency, and Resolution. In 2018, we anticipate to provide you monthly reporting with additional enhancements.


Contact TruLync

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