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Production Services

Our Customers are Our Business

Our commitment doesn’t end with implementation. We actively monitor your system performance and provide 24x7 support.

Following successful deployment to production, the day-to-day management of your B2B e-commerce program is transitioned to GXS Production Services. Our Production Services team proactively monitors and tracks all transaction events within the GXS Managed Services environment, managing exception handling, escalation and resolution for all transaction errors. The GXS Help Desk provides reactive worldwide customer support 24x7 in a three-tier support model with notification and escalation processes to efficiently and accurately address problems. Ongoing activities and changes are coordinated through a designated program manager.

GXS Production Services utilizes a unified, complex event monitoring and processing tool that enforces business rules and enables prioritization and automation of event notifications. BAM services include translation monitoring, exception handling, alert responses, issue resolution, and system and infrastructure monitoring.

GXS System Monitoring and Alerting of production processes is 24x7 to ensure continuous service. In the event of a failure, or if a monitoring threshold has been exceeded, a notification is sent to the Production Services teams who quickly resolve the issue to minimize business impact. Using a variety of techniques and processes, we monitor:

  • System availability, capacity, performance and utilization
  • Server, application and interface health checks
  • File latency

In the event of an error, GXS Error Handling notifies the data sender by email to correct the identified issue and resend. An explanation of the error is provided, along with recommendations for correcting it, whether it is an inbound or outbound business transaction.

When a document is translated, our systems automatically ensure compliance with ANSI, EDIFACT, RosettaNet or other e-commerce standards. Depending on your configuration settings, if an inbound EDI document from your trading partner community fails to translate, a rejected Functional Acknowledgement (FA) for a non-compliant EDI document is sent to the sender.

GXS Outbound Document Tracking covers delinquent FAs for outbound EDI transactions and delinquent control messages for outbound EDIFACT-type transactions (where applicable) as a standard service.

When GXS translates your outbound document, an entry is made in GXS Active Documents that includes the transaction control number as well as the sender and receiver IDs. For EDI transactions, the system matches trading partner FAs against the original outbound document, posting a confirmation receipt. If an FA has not been received within a specified timeframe, Active Documents will send a delinquent FA. By request, a copy can also be sent to you. Production Services immediately resends the data. If your trading partner indicates receipt, it is marked as Verbally Acknowledged with documentation of the contact name. If confirmation of receipt is not received, the entry will be posted to the Outstanding Issues Report available to you through GXS Active Documents.

Resending Data occurs upon your trading partners’ verbal or email request. If they have received a delinquent FA email notification from us, or they are experiencing network or application-related problems at their site, we will only provide interchange or file-level resends. Individual documents will not be extracted from an interchange or file, as it is GXS policy not to modify data. Reprocessing Data—both inbound and outbound—occurs upon request or as the result of a mapping, data or trading partner relationship error and requires re-translation.