en 110202 allgemeine FAQ EPC WIS-ASRA sb - Mercedes · PDF file · 2012-01-24DC and...

General FAQs EPC, WIS/ASRA GSP/OIP 02/2011

Daimler AG | GSP/OIP | D-70546 Stuttgart | 02/2011 1

General FAQs EPC, WIS/ASRA

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I. EPC, WIS/ASRA Page 1. What is EPC? 3

2. What is WIS? 3

3. What is ASRA? 3

4. What language versions are available for the EPC and WIS/ASRA systems? 4

5. What data are included in the access packages? 4

6. Where do I find information about vans? 4

7. Where do I find Unimog data? 4

8. Are Mercedes-Benz buses included in WIS/ASRA? 4

II. Operating scenarios

9. What is the difference between the offline and online operation of EPC and WIS/ASRA?

5

10. Why is online operation recommended? 5

11. How do I switch from offline operation to online operation? 6

12. What alternatives are available in online operation? 6

13. Is it possible to use online and offline EPC and WIS/ASRA in parallel? 6

14. What are the requirements for using EPC and WIS/ASRA via the RetailFactory?

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15. Where do I find more information about the central EPC and WIS/ASRA solution RetailFactory?

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16. How can independent market participants (customers outside the sales network) access the EPC and WIS/ASRA applications?

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17. How can people within Daimler AG access EPC and WIS/ASRA? 7

III. Updates

18. What software version and what data status am I currently using? 8

19. Will I be informed about software and data updates? 8

20. How are updates carried out? 8

21. How large is the average data quantity of an update? 8


General FAQs EPC, WIS/ASRA

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IV. Support Page 22. What are the available support structures? 9

23. How is the First Level Support of RetailFactory organized and what special features does it have?

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24. How are requests to RetailFactory processed? 10

25. What is included in the Second Level Support of RetailFactory? 11

26. With online operation via the RetailFactory, in the event of a malfunction, how does escalation occur (notification of markets)?

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27. Which Service Level Agreements (SLAs) are defined for RetailFactory? 12

V. Ordering, administration, and training

28. How do I order EPC and WIS/ASRA? 13

29. How much does it cost to use EPC and WIS/ASRA? 13

30. Who can answer invoice questions? 13

31. Is it possible to set up function accounts (generic user accounts)? 13

32. Can one user be used by two or more persons simultaneously? 14

33. Is the coupling of Xentry TIPS and EPC, WIS/ASRA offered on the central platform?

14

34. How can part prices be integrated into EPC? 14

35. How do I reset the password on the RetailFactory central platform? 14

36. Is training offered for EPC and WIS/ASRA? 15


I. EPC, WIS/ASRA

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1 What is EPC?

The Electronic Parts Catalog (EPC) helps you find replacement parts quickly and efficiently

In EPC, you have access to the parts literature for the entire Mercedes-Benz and smart product lines from approx.1946 to the present

By accessing vehicle data cards for vehicles starting in 1978, EPC provides you with a vehicle-specific, partially automated determination of part numbers

2 What is WIS?

The Workshop Information System (WIS) makes it possible to request vehicle-specific workshop information

All repair descriptions are stored in WIS so that it corresponds to a workshop manual in EDP format

WIS provides quick, reliable access to all service information required for performing maintenance and repairs on vehicles produced since 1985

WIS provides information about vehicle-specific recall and retrofitting actions

3 What is ASRA?

ASRA is the German abbreviation for Operation texts, Standard texts, Flat rates, and Work units

ASRA supports the customer service agent during order placement by providing the workshop with time estimates

ASRA makes it possible to invoice labor costs for mechanics on incentive pay

ASRA supports business systems in the preparation of estimates and invoices


I. EPC, WIS/ASRA

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4 What language versions are available for the EPC and WIS/ASRA systems?

EPC and WIS/ASRA differentiate between the dialog language (user interface) and the content language

The EPC user interface is available in German, English, French, Italian, Spanish, Portuguese, Turkish, Japanese, Chinese, Russian, and Polish

The EPC data content is available in German, English, French, Italian, and Spanish and is partially available in Portuguese, Japanese, and Chinese

The dialog and content language available for WIS are listed under the tab "Language selection" in the WIS Setup

For ASRA, the dialog and content language are identical, i.e. the dialog language selected in Setup is simultaneously also the content language

5 What data are included in the access packages?

Complete package: PC and CV packages

PC package: PCs, vans, cross-country vehicles, all vans

CV package: buses, Unimogs, all vans, industrial equipment, trucks

6 Where do I find information about vans?

All vans (incl. V-Class, Vito, Viano, Vaneo) are included in both the PC data package and the CV data package

7 Where do I find Unimog data?

The Unimog data are contained in the data package of the CV category

8 Are Mercedes-Benz buses included in WIS/ASRA?

ASRA: All Mercedes-Benz buses from Europe, minibuses produced by EvoBus in Europe, and Mercedes-Benz buses from Turkey are contained in ASRA

DC and ASRA data are available for all bus model designations

WIS: Mercedes-Benz buses produced in Europe since approx. 1998 and Mercedes-Benz buses produced in Turkey since approx. 2006 are contained in WIS. WIS contains the van chassis size range for Mercedes-Benz minibuses produced by EvoBus in Europe

Note: Information on the Mercedes-Benz bus products Citaro, Travego, Tourismo, Intouro, Integro, Minibus (EvoBus size range), and SETRA as well as chassis produced by OC, BF, and MBC can be found in the BusDoc of EvoBus GmbH (https://aftersales.evobus.com)



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9 What is the difference between the offline and online operation of EPC and WIS/ASRA?

EPC and WIS/ASRA are offered in two operating scenarios

In central operation (online operation), the server is at a central location. This can either be at the sales organization or at an Application Service Provider (ASP) such as the RetailFactory operated by Daimler TSS GmbH for Daimler AG

In offline operation, the applications are locally deployed on-site on a client or a local server in the workshop

10 Why is online operation recommended?

Reduces work for dealers and reduces operating costs - Achieves savings on local administration and local hardware - Free operation of RetailFactory. There are no additional costs for operating

EPC and WIS/ASRA (Daimler AG is currently bearing the costs of central server operation, subject to change)

- Central administration incl. backup, recovery, and failover concepts - Reduced distribution and software costs for data updates

Immediate updates, usually before DVD shipment - Regular data updates - Software updates - Spooler data for damage codes (SSL) and ASRA - Quick correction of malfunctions

Additional updates between the DVD updates - EPC Delta data updates - Latest WIS documents

Single sign-on - Users that have access rights to EPC and WIS/ASRA on RetailFactory

(online operation) can access the EPC and WIS/ASRA applications directly via the Mercedes-Benz After-Sales Portal (provided the users have been created in the AAT). Then it is no longer necessary to log into the application again

User & password management in the RetailFactory portal (under construction) - The user can independently use the management tool in the Market area of

RetailFactory to manage the national organization (create, edit, delete, display)

- The password can be reset or changed by any user and by 1st Level Support.



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11 How do I switch from offline operation to online operation?

You can switch between the two operating scenarios at any time. Prior notice is not required. Switching does not trigger double-billing for access authorization. Proceed as follows:

a. Ordering central access authorization: - The order is placed at your sales organization - When you access the RetailFactory, you will find information in the Info

area of the portal: http://retailfactory.mercedes-benz.com

b. Canceling local access authorization: - To do so, send an email to [email protected]

Please give your dealer number and the StartKey number (or your LAN ID) in your email

c. Adjusting the routine DVD shipment - To do so, send an email to [email protected]

12 What alternatives are available in online operation?

Users from Europe, Asia, and Japan can access the RetailFactory by Daimler TSS GmbH at: http://retailfactory.mercedes-benz.com

For Brazil and South America, you can access an additional server environment at http://ewa-brasil.mercedes-benz.com

If you have questions, please ask your contact person in the sales organization which platform is the most suitable for you

13 Is it possible to use online and offline EPC and WIS/ASRA in parallel?

It is not recommended, for example, to operate EPC using a central server and WIS/ASRA using the local operating scenario

Important: this can entail additional costs for access authorizations



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14 What are the requirements for using EPC and WIS/ASRA via the RetailFactory?

To do so, an access authorization must be ordered

Another requirement is the installation of a Java Runtime Environment. Information about which JRE versions are supported by EPC and WIS/ASRA can be found in the document on hardware & software requirements

15 Where do I find more information about the central EPC and WIS/ASRA solution RetailFactory?

In the RetailFactory portal (http://retailfactory.mercedes-benz.com) under the tab "Info area," you will find extensive information on EPC and WIS/ASRA and on central operation of RetailFactory

You can find important Information for MPCs and the GD in the "Market area"

16 How can independent market participants (customers outside the sales network) access the EPC and WIS/ASRA applications?

Access is available exclusively via the provided Internet portal: www.service-and-parts.net

The public area of this portal provides all of the information about the applications, the registration process, and prices

17 How can people within Daimler AG access EPC and WIS/ASRA?

Depending on their location and area/department, there different servers are available

You can find information about access options in the internal EPC and WIS/ASRA homepage on the Intranet at: http://ewanetintern.destr.corpintra.net


III. Updates

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18 What software version and what data status am I currently using?

EPC: you can use the menu item "Help" and the sub-item "About EPC" to display the software version and data status you are currently using

WIS/ASRA: you can use the button to display the software version and data status you are currently using

19 Will I be informed about software and data updates?

With online operation, the updates occur automatically in the background. In addition, the "Message of the day" on the RetailFactory home page will inform you about current or past updates

With offline operation, you will be automatically sent monthly updates

20 How are updates carried out?

With online operation, all required updates occur automatically in the background

With offline operation on your own server, the regular updates must be manually imported from the supplied update DVDs during operation

With offline operation on a local installation, the regular updates must be manually imported into the client from the supplied update DVDs

21 How large is the average data quantity of an update?

With EPC, a complete update (archive DVD and baseline) occurs once a year and involves data volumes of 13 GB. The rest of the baseline updates are approx. 6 GB in size

With WIS/ASRA, a complete update with 9 GB of data occurs every three months. Updates involve data volumes of approx. 3 GB


IV. Support

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22 What are the available support structures?

Generally, the national organization or sales organization provides the First Level Support - Online users of RetailFactory can find information about First Level Support

in the RetailFactory portal under "Contact > First Level Support"

Second Level Support - Business queries: the sales organizations can consult the Customer Service

Center (CSC) at: [email protected] and by telephone at: +49 (0)1805/010-7979 or by fax at: +49 (0)1805/010-7978

- For product-specific and process-specific queries, national organizations can contact market services at GSP/OIS.

- System-related questions and questions about changeovers and the operating scenarios will be answered by the EPC and WIS/ASRA team. To contact them, use the EPC and WIS/ASRA pool ID: [email protected]

Please submit content-related questions (e.g. documentation errors, missing content) only by means of the feedback function within EPC and WIS/ASRA, online and supported by Xentry Support & Feedback (XSF). The feedback page is automatically filled ahead of time with information such as VIN, content (group, subgroup, etc.) and other information

23 How is the First Level Support of RetailFactory organized and what special features does it have?

The sales organization (MPC/GD) provides or organizes the First Level Support, additional support is provided by Daimler TSS GmbH

You can find additional information about support in the RetailFactory portal: (http://retailfactory.mercedes-benz.com), in the "Info area"

Markets that have access to the TSS RetailFactory can use the Helpdesk for operational queries - By telephone: 01805 – 392 638 (currently €0.14 per call from the public

telephone network) - Email: [email protected]


IV. Support

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24 How are requests to RetailFactory processed?

Queries are handled using the standard Daimler service management tool CISM, which ensures professional handling of technical queries between MPCs/GDs (1st Level Support) and the RetailFactory. There are basically two variants (a & b) available for connecting the support organizations to CISM:

a. The sales organization has its own CISM clients. The support process can be carried out in a tool-supported way from start to finish through ticket assignment

b. The local support/sales organization does not have its own CISM clients, but does have access to the DCN. In this case, support questions are handled using web-based CISM (front end). Please use the following URLs: EPC, WIS/ASRA operation ticket: https://cism-web.app.corpintra.net/cgi-bin/webTickets/webTicket.pl?t=EWAnet_Operations For all queries relating to operation, e.g. if: - the login to EPC, WIS, or ASRA has failed - an error message about access rights appears - the system fails or cannot be started EPC, WIS/ASRA administration ticket: https://cism-web.app.corpintra.net/cgi-bin/webTickets/webTicket.pl?t=EWAnet_Administration For user management questions, e.g. error when creating/changing or deleting users and/or operations Ticket status: https://cism-web.app.corpintra.net/webTickets/ts_engl.html

c. Sales organizations that cannot use either of the two above-mentioned options can send their queries by email to: [email protected]


IV. Support

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25 What is included in the Second Level Support of RetailFactory?

The Second Level Support answers queries of MPCs/GDs about: - Operation of the server farm/computing center - Backup recovery - User management

The following areas are not covered by RetailFactory support: - StartKey management of offline operations (access authorizations, billing

issues, etc.) These are handled by the CSC at: +49 (0) 1805/010-7979 (currently €0.14 per call from the public telephone network) or by email at: [email protected]

- Support, maintenance, and problem-solving relating to data content of EPC and WIS/ASRA can be accessed via the "Feedback button" through XSF

- The management of local service providers and problem-based Internet services

- Troubleshooting not related to the supported application (EPC, WIS/ASRA)

26 During online operation, how does RetailFactory handle escalation in the event of a malfunction (information about markets)?

In the event of a global malfunction of EPC or WIS/ASRA (performance problems or unavailability of the application in a whole market or to all users), after 30 minutes, every operative office of the sales organization involved in support (First Level Support) will be informed. After 60 minutes, the information is relayed to the CIO Level. For the duration of the malfunction, the addressees will be kept periodically informed

You can find a portrayal of the escalation process and a list of addressees in the incident management Document (IMD) under "Market area". The sales organizations themselves are responsible for updating the IMD

The notification of the individual stages is carried out by email sent via: [email protected] to the contact persons known to us at the sales organizations


IV. Support

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27 Which Service Level Agreements (SLAs) are defined for RetailFactory?

Detailed information about the SLAs is available in the Market area of the portal

Server farm hours of operation: - Mon - Sun, 0:00 – 24:00 o'clock CET

Maintenance operations: - Every other Sunday, maintenance operations may be carried out from

8:00 am to 12:00 noon CET. - In the event of more extensive maintenance operations, you will receive

prior notice in a timely fashion. Information about them can be found, among other places, under the "Message of the day" on the RetailFactory portal home page.

In addition, maintenance windows can be attached after notification. During the maintenance operations, EPC and WIS/ASRA cannot be used or can only be used to a limited degree

Service hours of Second Level Support: - Mon – Fri, 8:00 am – 6:00 pm CET, except for German holidays (e.g. New

Year's Day, Good Friday, Easter Monday, Christmas, New Year's Eve) support can be reached at: +49 (0)1805/382 639 (currently €0.14 per call from the public telephone network)



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28 How do I order EPC and WIS/ASRA?

For contractual partners/authorized dealers (AVSP) in Germany, direct orders from the RetailFactory can be made by calling: +49-(0)1805-392 638 (currently €0.14 per call from the public telephone network) or by emailing to: [email protected] - Ordering is carried out using the currently valid order for. This form must

be filled out completely and signed, and sent to the address given on the order form

Retail operations (authorized vendors and service partners (AVSP)) outside Germany should address orders to their national organization (MPC/GD) or to their First Level Support. The contact data of the respective First Level Support are given at the RetailFactory portal: (https://retailfactory.mercedes-benz.com) under "Contact > First Level Support"

All independent participants within the European Economic Area (customers outside the sales network according to the EBER) can acquire an online access for EPC and WIS/ASRA via the Internet portal "Service & Parts net" (www.service-and-parts.net)

Interested persons within the company can request access to EPC and WIS/ASRA via the homepage on the Intranet at: http://ewanetintern.destr.corpintra.net

29 How much does it cost to use EPC and WIS/ASRA?

EPC has been available free of charge since August 2006 (no costs are incurred for access authorization, subject to change). With offline operation of EPC, a flat charge of 30€ per EPC update kit is charged to cover media production costs, including DVD production

WIS/ASRA are billed in accordance with the current pricing concept. You can view the current price lists in the Mercedes-Benz after-sales portal at: https://portal.aftersales.i.daimler.com or obtain them from your national organization

30 Who can answer invoice questions?

Invoice questions can be submitted to the sales organization

When sales organizations have questions, they can consult the Customer Service Center (CSC) by calling +49 (0)1805 – 010 7979 (currently €0.14 per call from the public telephone network) or sending an email to: [email protected]

German customers should consult the contact person indicated on the invoice

31 Is it possible to set up function accounts (generic user accounts)?

Function accounts (generic user accounts) such as "Workshop" and the like are not permissible. Users are only set up in relation to persons and therefore require complete contact data to be supplied



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32 Can one user be used by two or more persons simultaneously?

It is not possible for one user account to be simultaneously used by several persons. Only one login per user can be carried out

Transfer of user data and passwords is not permitted

33 Is the coupling of Xentry TIPS and EPC, WIS/ASRA offered on the central platform?

This is possible in all markets that have been changed over to Corporate Direct Accounts. The user ID in this case must correspond to the access data in TIPS

34 How can part prices be integrated into EPC?

a. Offline operation (local operating scenario)

1. You can find information on price files on the baseline DVD in the folder - [DVD]:\ewa\doc\en\HP-UM_UserGuide.htm under item 5.4

2. To extract the prices from the "Pricelist no. XY" CD in the format expected by EPC, please use the utility program in the folder - folder [DVD]:\ewa\readme\support\priceexport_pl

3. The prerequisite for this is that you must have a current ET pricelist CD

b. Offline operation (own server) and online operation (ASP)

- In the case of a server-based installation, the MPC must enable and set up a pricelist that is valid for its market sector. If an Application Service Provider (ASP) is being used, then the pricelist is set up by the ASP

- On the RetailFactory, separate process takes place: the price file must be sent to the EPC and WIS/ASRA team. You can find more detailed information in the Market area of the portal

- Only one valid pricelist is permitted per market. The prices are visible to every connected market participant. The price function is explained to the user in greater detail in the online Help

35 How do I reset the password on the RetailFactory central platform?

In the Market area of the RetailFactory portal, under "Login," you have the option of resetting or unlocking the password.



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36 Is training offered for EPC and WIS/ASRA?

Global Training offers different training content for EPC and WIS/ASRA. The subjects are dealt with as part of the process training and user training sessions

The training is offered in German, English, French, and Spanish

You can find contact information and other information at: http://gt.mercedes-benz.com

Daimler AG, D-70546 Stuttgart, Germany GSP/OIP, W002, HPC R802 Product management EPC & WIS/ASRA [email protected]

en 110202 allgemeine FAQ EPC WIS-ASRA sb - Mercedes · PDF file · 2012-01-24DC and...

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