Following some of the recent issues with the Internet Lost Sales feed I wanted to reiterate the process when there’s an incident and share some of the original documentation for reference. There are two key parts to the process:

1. Adobe have an automated process that pulls some data, does some processing and is then pushed to our B2B Gateway.
2. Accenture have an automated process that then pushes that data through some other processes including mainframe.

In the event of a failure there are potentially two notifications that will be received:

1. Accenture will usually send a note to advise the process is failing. The process ID’s are listed below.

• ADPFTD80 – Desktop Website
• ADPFTD81 – Mobile Website
• ADPFTD82 – iPhone App (No Longer Populated)
• ADPFTD83 – iPad App (No Longer Populated)
• ADPFTD84 – Android Mobile App (No Longer Populated)
• ADPSAD15 – runs hourly to pull the Adobe files onto the MF
• ADPSAD17 – runs around 22:00. Merges the hourly files into a daily file and backs it up.
• ADPSAD18 – applies filtering.
• ADPSAD89 – merges various lost sales files into one SALX style.
• ADPSAD1D – process the lost sales into the sales front end.

2. Adobe send a success or failure notification for each channel.

• 3728 – ES Out of Stock Feed: Digital Store Browser 1
• 3729 – ES Out of Stock Feed: Digital Store Browser 2
• 3720 – ES Out of Stock Feed: Android Mobile App
• 3726 – ES Out of Stock Feed: Android Tablet App
• 3709 – ES Out of Stock Feed: Desktop
• 3724 – ES Out of Stock Feed: iPad App
• 3718 – ES Out of Stock Feed: iPhone App
• 3713 – ES Out of Stock Feed: Mobile

Steps for resolution:

1. If the files are getting through to our B2B gateway then there is no action for Adobe and either Accenture will have already started working on a resolution, or if there is a belief the data isn’t correct and Accenture haven’t been in touch then it should be raised with Accenture IS MF Support <ArgosISMFSupport@Accenture.com>.
2. If the files are not on the B2B Gateway, or there has been a failure notification directly from Adobe then an email would need to be sent to Adobe Marketing Cloud Customer Care <ClientCare@adobe.com> copying in our account manager Nic Dawson <ndawson@adobe.com> by anybody in the Digital Intelligence Team <DigitalIntelligenceTeam@argos.co.uk> or Digital Operations <Digital.Operations@argos.co.uk>.

As mentioned previously there is no SLA in place and it’s not something Adobe offer for customer Engineering Service agreements so there is no escalation route if we don’t hear back within a few hours, I’d expect an average response time of around 24 hours.