This is documentation for the on-boarding of (new) partners delivering EU Digital Covid Certificates to Belgian citizens. In this document we try to list most aspects of our support model and redirect you to documentation on our Public website, de Gebruikersomgeving.

MAGDA Support - the Service Model

We provide MAGDA Support for our partners delivering EU Digital Covid Certificates to Belgian citizens. To ensure a professional service we commit to a set of Service Levels.

Please note that Service Levels apply on issues that are logged via the MAGDA Service Desk only. You can find an overview of all the requirements and a complete overview of our Service Delivery Model (Capacity, Availability, Maintenance Window of the MAGDA platform) here.

Prerequisites - What is expected from our partners?

To ensure Dedicated Support for the EU Digital Covid Certificate services we ask our partners to::

1. Assign a (or multiple) dedicated SPOC

2. Raise all requests in our MAGDA Service desk Portal

3. Refrain from redirecting citizens to our MAGDA Service desk

4. Ensure follow-up with citizens directly

5. Raise all requests in English or Dutch

1. Assign a (or multiple) dedicated SPOC

This dedicated SPOC(s) will be the escalation point for the respective partner and will be informed of major issues if they occur. It is important that this person is reachable during business hours (back-up to be foreseen during summer months).

2. Raise all requests in our MAGDA Service desk Portal

Incidents and questions should be logged in our portal. This is the only way we can guarantee: follow-up, back-up, Service Level tracking, Continuous Improvement, …

3. Refrain from redirecting citizens to our MAGDA Service desk

We will not respond to incidents and support questions raised by citizens directly in the MAGDA Service desk portal. An automated reply redirecting the citizen to the FAQ and the Contact Centers will be send to the requester in case this happens.

4. Ensure follow-up with citizens directly

The MAGDA team will respond to partner questions as part of the support offering. However, we do not engage with citizens directly. The requester (person that raised the ticket) receives the feedback and can choose to share the ticket with other members of his organisation. It is up to the partner to organize the way feedback is delivered back to citizens.

5. Raise all requests in English (or Dutch)

MAGDA can accept requests in English and in Dutch. Unfortunately, we do not have the resources to accommodate other languages. Feedback will therefore be provided in Dutch or in English.

Service Desk - I have a question or a problem …

If our partners have a question about or a problem with the EU Digital Covid Certificates services provided by MAGDA, they can reach the MAGDA Service Desk via the portal. Click here to be redirected to the dedicated MAGDA Service Desk portal for EU Digital Covid Certificate partners.

Everyone has access to the portal and can create tickets. However we only treat requests from our partners. Citizens and other organisations should consult the available information, FAQ or contact the dedicated Contact Centers in case of questions or issues. We ask our partners to notify us when new persons join the organisation so we can add them to the list. I0f we are not informed before they log an issue (in the Service Desk) this could lead to delayed resolution of the ticket.

Open

MAGDA will not respond to (questions from) citizens directly. Responses and updates will be send to the reporter of the issue. The reporter can choose to share this ticket with other members of his organisation. You can find a full manual for the Service Desk portal here.

Please note that all requests should be made in English (requests in Dutch are also possible).

For all tickets logged through our Service Desk for EU Digital Covid Certificates partners, the Dedicated support Service Model and Service Levels apply.

On top of this portal there might be a banner, anouncing a major incident. This will provide the same information as the MAGDA StatusPage (see down).
There are three types of incidents that can be logged:

1. Incidents with the certificates (Incident for EU Digital Covid Certificate services):
   All issue’s concerning the MAGDA-Services relative to the certificates can be logged via this way.
   e.g. pdf’s that aren’t available, test-results or vaccinations that are not published on the certificate, …

2. Incidents with the mobile app (Mobile App incidents for EU Digital Covid Certificate Services):
   All issue’s concerning the app can be logged here.
   e.g. sign in problems, no certificate in the app (but available in other media, …

3. Incidents with MAGDA-Online (MAGDA Online for EU Digital Covid Certificates):
   To verify information first-line service desk employees can use MAGDA online. If there are issue’s concernig this application, they can be logged via this form.

Open

Statuspage - I want to stay up-to-date …

Status Updates for MAGDA services appear on our StatusPage. You can subscribe to receive (email) notifications about planned and unplanned unavailability.

If you would like to receive notifications to EU Digital Covid Certificate services: go to https://status.magda.vlaanderen.be/ and hit subscribe, enter your (or an contact info of a person who will manage this for your organisation) email address and choose the components concerned and click save at the bottom of the page. Don’t forget to confirm your request in the automated email you will receive upon subscribing. You can find some helpful screenshots in the Status Page manual (only available in Dutch at this moment).

If you are one of our known partner contacts for this service it could be that we already subscribed you … (unsubscribing is still possible of course)

In case you want to notify us on a planned, unplanned maintenance or incident on your services you can email meldingen.magda@vlaanderen.be. If it should be necessary we will notify impact or unavailability to the subscribers through our Statuspage.

Escalation path - What if …?

What if things go wrong? We have an automated (internal) escalation path for every issue that is logged via our MAGDA Service Desk. In case you want to escalate hierarchically you can contact the Service Delivery Managers below (we assigned 2 Service Delivery Managers to ensure back up is foreseen.

For each issue you log via the MAGDA Service Desk we will ask you to assign a priority (you can find a detailed view on issue priorities in our Service Delivery Model). For issues with the highest priority we ask you to log a ticket and to contact the Service Delivery Manager as soon as possible - we view Priority 1 incidents as both an operational and a hierarchical escalation.

Service Delivery Manager MAGDA: Laura De Keyzer laura.dekeyzer@vlaanderen.be

Service Delivery Manager MAGDA back up: Gijs Verstraete gijs.verstraete@vlaanderen.be

Support process flow

This is an overview of the support process flow for the EU Digital Covid Certificates services.

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