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  2. I95dev Documents

i95Dev ERP Integration Guidelines

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Introduction

The purpose of this SOP is to establish guidelines and processes for managing integration projects, especially in the context of system upgrades (eCommerce platform or ERP) without prior notice to i95Dev. It outlines potential risks and challenges that may arise due to uncoordinated upgrades and defines preventive measures to ensure seamless integration functionality.

       This SOP will serve as a communication tool to help clients understand the importance of notifying i95Dev before any system changes to avoid performance issues, downtime, and business disruptions

Purpose

The SOP aims to:

  • Provide structured procedures for handling integration updates between platforms (e.g., Magento, GP, SAP B1, SAGE 100, RMS, AX, NAV, D365 Business Central, D365 F&O, etc.).

  • Address challenges that arise when the client performs system upgrades without informing i95Dev.

  • Reduce the risk of downtime, performance degradation, or integration failures.

  • Clearly define i95Dev’s limitations and the potential business impact in such scenarios.


1.   Modes of Communication    

Clients should notify i95Dev about any upcoming system changes or upgrades through the following channels:

  • Email: Clients should email i95Dev’s tech support team at least 3 to 4 weeks prior to any upgrade to ensure proper evaluation and adjustments.

    • Tech Support Email IDs: support@i95dev.com

  • Support Portal: Clients can log upgrade notifications through the i95Dev Support Portal for tracking and documentation purposes.

2.   Challenges and Drawbacks of System Upgrades Without Prior Notification

Upgrading integrated systems such as Magento, GP, SAP B1, SAGE 100, RMS, AX, NAV, D365 Business Central, D365 F&O, etc., without prior notification to i95Dev could lead to severe challenges. These include but are not limited to:

2.1. Website Downtime

The website may experience downtime during or after the upgrade due to incompatibility between the upgraded system and the existing integration solution. Without prior notice, the i95Dev team cannot proactively update the integration connector, resulting in delays in resolving the issues.

2.2. Slow Performance 

If the integration is not updated in tandem with the system upgrade, performance degradation is likely. The website may become slow, negatively affecting user experience, and ultimately leading to potential loss of revenue.

2.3. Data Sync Issues

i95Dev’s connector may stop functioning if changes in the upgraded system conflict with the existing integration. This could disrupt synchronization processes such as:

  • Product Sync:New product data may fail to sync between the ERP and the eCommerce platform.

  • Order Sync:Orders from the eCommerce platform may not sync to the ERP, causing order processing delays.

  • Inventory Sync:Real-time inventory updates may fail, leading to over-selling or under-stocking issues.

2.4. Security Vulnerabilities

Upgrading without adjusting the connector can create security gaps in the integration. Unpatched integrations might become vulnerable to cyber-attacks or data breaches, putting sensitive customer data at risk.

3.   Tech Support Workflow for Integration Projects

3.1. Initial Handling

When i95Dev is notified about an upcoming upgrade, the Tech Support team will evaluate the impact of the upgrade on the existing integration solution. The team will:

  • Review the scope of the upgrade.

  • Determine necessary updates to the connector to maintain compatibility.

  • Plan for testing and deploying the updated integration in the UAT (User Acceptance Testing) environment.

3.2. Coordination with Clients

Once the upgrade is communicated, i95Dev will coordinate with the client’s IT team to ensure the following steps are in place:

  • Allocate sufficient time for testing the updated integration in UAT before the live deployment.

  • Clearly outline any potential risks during the transition phase.

  • Ensure that rollback procedures are in place in case of unforeseen issues during the upgrade.

3.3. Escalation Process

In the event of a critical issue during or after the upgrade (e.g., system crash, data loss), the Tech Support team will escalate the problem to the relevant project or product team. Emergency support will be deployed to mitigate downtime and restore system functionality as soon as possible.


4.   Tickets Categorization and Prioritization for System Upgrade Request

Tickets related to system upgrades will be categorized and prioritized according to the severity of the issue and the potential impact on business operations.

4.1. Categories

  1. Upgrade Notification: When a client notifies i95Dev about a planned system upgrade.

  2. Post-Upgrade Issue:Tickets raised after a system upgrade when the integration connector fails or experiences performance issues.

  3. Customization Requirement:Tickets related to modifications of the connector to accommodate new features introduced by the upgrade.

4.2. Priority Levels

  1. Critical (P1): Any post-upgrade issue that results in website downtime or major sync failures.

  2. High (P2): Post-upgrade issues causing significant sync delays or performance degradation.

  3. Normal (P3): Minor post-upgrade issues affecting non-critical business processes.

  4. Low (P4): General inquiries or requests related to upcoming upgrades.

5.   Lead Time for System Upgrades

Clients are required to provide a lead time of 3 to 4 weeks before upgrading any system integrated with i95Dev’s connector. This period is essential to:

  • Analyze the impact of changes.

  • Update and test the integration.

  • Ensure smooth transitions with minimal business disruption.

Note: Any delays in providing prior notice may result in the following:

  • Unplanned website downtime.

  • Increased resolution time for critical issues.

  • Potential additional costs for emergency support and extended resource hours.

6.   Cost and Billing

Efforts required for updating the integration after an upgrade will be estimated based on the complexity of the changes and will be billed to the client accordingly. Failure to notify i95Dev in time may incur additional costs related to emergency support.

7.   Conclusion

By adhering to the procedures outlined in this SOP, clients can ensure that their integration with i95Dev remains seamless and efficient even during system upgrades. Coordination and proactive communication are key to minimizing risks and maintaining operational stability..

i95Dev will not be responsible for any business impact or downtime resulting from the client’s failure to comply with this SOP.







                                                                                                                                                                                                                                                                                              




                                                                                                                                                                                                                                                                                                                                                

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             

  

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