PROCESS FOR RESOLVING ISSUES IN IFMIS FOR LINE MINISTRIES(including MFED)

STEP 1. SELF HELP
- If you face a problem regarding operating IFMIS for any reason whatsoever, refer to the USER MANUAL provided to resolve the issue.

STEP 2. LEVEL 1 SUPPORT
- If you are not able to resolve the issue by consulting the USER MANUAL, contact the Senior Accountant (or the Accountant in some Line Ministries). The Senior Accountant should resolve the problem based on her/ his knowledge and by referring to the USER MANUAL too.

STEP 3. LEVEL 2 SUPPORT
- If the Senior Accountant is not able to resolve the issue, then she/ he should:

• Email the IFMIS helpdesk (ifmistreasuryhelpdesk@mfep.gov.ki(link sends e-mail)) between 10 am to 5 pm (Kiribati time) on working days as per GOK (Monday to Friday, except holidays). In the email the followings should be provided:

  1. Attached snapshot of the error message

  2. Provide details of how the issue happen

• IFMIS helpdesk will try to attend and resolve the issue within 72 hours. Resolution on Issues that can be solved by the IFMIS helpdesk will be communicated as a respond to the Senior Accountant’s email. Issue that cannot be solved by the IFMIS Helpdesk, will be handled in step 4 below
  .
• In cases where the IFMIS helpdesk did not reply to the Senior Accountant’s email within 72 hours, the Senior Accountant may follow up email to ifmistreasuryhelpdesk@mfep.gov.ki(link sends e-mail) or by a call, or even by visiting the Treasury office

STEP 4. LEVEL 3 SUPPORT
- If the IFMIS helpdesk, is not able to resolve the issue, then they shall seek assistance from local support team of Free Balance in Kiribati. Issue that can be solved by local support team of Free Balance will be communicated by IFMIS helpdesk as a response to the Senior Accountant’s email.

- If local support team of Free Balance cannot solve the issue within 6 working hours, IFMIS helpdesk should log the issue with Free Balance Customer support Portal.

STEP 5. LEVEL 4 SUPPORT
- Within 24 hours of logging the issue the user who faced the issue should get a mail from Treasury updating them on the status (Resolved or Not Resolved) and if Not Resolved then what is the timeline for resolving the issue.