When users of the information system can no longer access their digital workspace, a prompt intervention is surely needed. Confronted with several service interruptions in the production environment on Infor M3, EUROTAB’s IT manager called on myCOD support. Each time, reactivity and efficiency were have responded.

How did the collaboration with Authentic start?

Thierry DEBOFFE : For a long time, Eurotab had a 24/7 support contract on Infor M3 with a service provider. This coverage was necessary because the IT department was very small and did not fully master the Infor M3 solution.

Since my arrival in 2019, as well as that of other employees, the IT department has benefited from a much broader knowledge of the ERP. In order to align our support system with this new situation, I have started to look for a provider that meets my need.

I heard of myCOD when I was a consultant. Convinced by the subscription-free and on-demand formula, I started a contract with Authentic in the Fall of 2021.

What types of requests do you entrust to Authentic through the myCOD portal?

Thierry DEBOFFE : I call the support in case of big operational problems, sometimes with production stops. The infrastructure around the ERP is becoming very complicated. We have gone from 1 to 13 servers for 2 environments. It is not easy to find the one that caused a breakdown as quickly as possible. Each time I called Authentic, the support was very reactive and the problems were solved in a short time.

I have also created a few requests on topics related to M3 accounting. Despite my 20 years of experience with Infor M3, I do not fully master this module and it is reassuring to easily find the necessary expertise from myCOD consultants when a specific question comes up.

Finally, I use myCOD during vacation periods. I warn the myCOD manager in advance of a possible increase in the number of requests during a particular week. He takes this into account and each time, everything has gone well and our users have been able to find answers to their questions despite the absence of their usual contacts in the Eurotab IT department.

What do you think are the strengths of myCOD?

Thierry DEBOFFE : Problem resolution is documented. The consultant in charge of our request does not simply reply, “Problem solved.” If the problem ever happens again, I can correct it myself.

I also appreciate the involvement of the myCOD consultants. In a recent incident, we discovered that the problem was not M3-related but rather upstream in the infrastructure. However, Authentic did not close the incident, claiming that the issue was outside the scope of our support coverage. We worked with our other external provider who manages the infrastructure and Authentic was present and involved throughout the process. We found the solution together as a team.

Finally, thanks to myCOD, I went on vacation with peace of mind! Knowing that someone was there to help if there was a problem was a true relief.

What terms would best define Authentic’s myCOD service?

Thierry DEBOFFE : Expertise. Reactivity. Long-term support.