Response Time by Category when Navigator Transition Completed Call Types Expectations to complete Explanation Orders Entry 2 hours New order placed. Special handling for Channel Modifications 4 hours Maintenance to quantity, shipping, pricing Cancellations 2 hours Submit Case, Call in if same day or no response received Status 1 day (Date moved by Omron, tracking info) Post Ops Adjustments 1 day DAR- short ship, over ship, damaged, RMA Post Billing 1 day Invoicing Impact: Price errors, Freight, Order Delivery Improvement (Expedites* & Recovery Actions) Stock 48 Hours Stock or Same day if NEXT DAY AIR in Subject Non-stock 5 days Non-Stock * expedites require RD approval for most circustances.
Guidance on Tools 1 day Information Web, Onset, Omron Now Partner Programs Per Addendum SFS&C, Rotations, rebates, Price & Delivery Self Service 1 day Channel/ 2 hours Direct Information is available in JDE Valid Requirement 2 days Issue with information not being provided Sales Team Support 2 days Samples, 60 day Trial, Transfer to other Dept Immediate Belongs to another dept: SPA, TSG, ISS, Credit or ?? Miscellaneous Various Reg Support, Signius,