1. Systems
You have an issue you cannot resolve with……You have an issue you cannot resolve with……
For Wages
and FAST
For Wages
and FAST
Customer
Issues
Customer
Issues
Contact
Centre
Contact
Centre
Raise a
ticket
online with
the FAST
help Desk
Raise a
ticket
online with
the FAST
help Desk
EquipmentEquipment
Picking
(Manhattan)
systems
Picking
(Manhattan)
systems
SMARTSMART Automation
(TGW)
Automation
(TGW)
Delivery
(Microlise)
Delivery
(Microlise)
For minor issues not affecting trade raise a ticket with the IT
help Desk
For major issues affecting your ability to delivery orders refer to
the contact sheet at the end of this document
For minor issues not affecting trade raise a ticket with the IT
help Desk
For major issues affecting your ability to delivery orders refer to
the contact sheet at the end of this document
Use Helpdesk Online through WIREUse Helpdesk Online through WIRE
Route
planning
Route
planning
Web
Content
Web
Content C&CC&C
Raise the issue with the Central eCommerce
team
Raise the issue with the Central eCommerce
team
Refer to the eCommerce site for WIRE form
submissions or use the contact list
Refer to the eCommerce site for WIRE form
submissions or use the contact list
Contact the
On Site
TGW
Engineer
Contact the
On Site
TGW
Engineer
Store form
index
(WIRE)
Store form
index
(WIRE)
Useful Links
Stores Forms Index – WIRE
•Product description form
•Driver Logon request
•ORS problem form
•Contact centre submission forms
Useful Links
Stores Forms Index – WIRE
•Product description form
•Driver Logon request
•ORS problem form
•Contact centre submission forms
eCommerce Site
•Central team contact list
•Oracle BI
•Performance tracker
•Promotional support guides
•IDS Site
eCommerce Site
•Central team contact list
•Oracle BI
•Performance tracker
•Promotional support guides
•IDS Site

2. Replacement equipment
How to order replacement equipmentHow to order replacement equipment
Picking
Device
(MC40)
Picking
Device
(MC40)
Delivery
Device
(TC55)
Delivery
Device
(TC55)
Complete a request formComplete a request form
TotesTotes UniformUniform
Picking
trollies
(Order &
Repair)
Picking
trollies
(Order &
Repair)
Store form index
(WIRE)
Store form index
(WIRE)
ConsumablesConsumables
Order through the SAP System
(Search Descriptions are available on
the eCommerce site )
Order through the SAP System
(Search Descriptions are available on
the eCommerce site )
Work tab under Operations section
(WIRE)
Work tab under Operations section
(WIRE)

3. Urgent system issues
Incident Type Team Name Dialling From Store Dialling From Outside
All Incidents 24/7
UK ASDA Service Desk/US Field
Support
#6123 option 2,3,3,2 0113 8261262 option 3,3,2
Emergencies 24/7
[Example: Down Store, 50% or more
checkouts down]
UK ASDA Service Desk/US Field
Support
# 6123 option 2,1
or
direct dial #6999
0113 8261262 option 1
or
direct dial 0113 8261799
Out of Hours Escalations Only Service Desk On Call
07779700995 07779700995
Note: Emergency and on call numbers are for critical issues only. Any non-emergencies must be referred to Service Desk Online or reported via
Service Desk on #6123 in the first instance.
When reporting any major incidents a phone contact for the store will be essential for the solution team to resolve your issue .
Contact information for reporting any ISD related issues in or out of office hours.
Our standard office hours are Mon - Sat 0800 to 2000 and Sun 0800 to 1630.
Any calls outside of these hours will automatically be transferred to our out of hours support teams in US,
Ensure you listen to the automated message for all instructions.