ClearPeaks Customer Care Guide. Business as Usual (BaU) Services Peace of mind for your BI Investment

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1 ClerPeks Customer Cre Guide Business s Usul (BU) Services Pece of mind for your BI Investment

2 ClerPeks Customer Cre Business s Usul Services Tble of Contents 1. Overview...3 Benefits of Choosing ClerPeks Customer Cre...3 Wht re ClerPeks Customer Cre BU Services? SureSupport Services...4 Wht is SureSupport?...4 Scope of SureSupport...4 Service Level Agreement...4 Support Requests & Priority Levels... 5 Response Time...5 Resolution Methods nd Times...6 Summry PerformncePlus Services...7 Wht is PerformncePlus?....7 Scope of PerformncePlus...7 PerformncePlus Requests...8 Summry Customer Cre Pckges...9 Customer Cre Pckge Detils...9 Consumption...9 Customer Cre Pckges nd Hours...9 Next Steps

3 ClerPeks Customer Cre Business s Usul Services 1. Overview After successful business intelligence implementtion, mny of our customers find tht they require further ssistnce with their new environment, discover dditionl requirements or modifictions, or request full support contrct to ensure gurnteed, relible service for their IT tem nd end users. As such we offer vriety of support nd consulting service pckges, which cn be tilored to your needs, offering the pece of mind tht knowledgeble expertise is close t hnd. Benefits of Choosing ClerPeks Customer Cre In len economic times, hiring n internl dedicted resource to support nd mintin your BI system my not mke finncil sense. With ClerPeks Customer Cre - Business s Usul (BU) Services, you get ll the benefits of dedicted support nd development with the flexibility to choose cost-effective pckge tht best suits your needs. ClerPeks Customer Cre - BU Services will help you mximize your return on investment nd mke the most of your BI system. Our experts hve ccess to industry best prctices nd keep brest of chnges in business intelligence technology. If there is process improvement, new ppliction or upgrde tht will enhnce your system, we ll let you know bout it. Our support nd development is timely nd personlized. As result of working with your tem to implement BI solution, our consultnts hve deep understnding of your system nd your business. This knowledge helps us to rect quickly to issues nd mke ccurte ssessments nd recommendtions. Wht re ClerPeks Customer Cre BU Services? The following chrt summrizes the services included in ech ctegory of the ClerPeks Customer Cre - Business s Usul Services. Plese refer to subsequent sections within the guide for more detils. ClerPeks Customer Cre Business s Usul Services SureSupport PerformncePlus Infrstructure monitoring Issue resolution Best prctices support Answers to product relted questions Interctive end-user support Interfce to BI mnufcturer Minor developments (<1 dy) Plnned updtes nd migrtions Copying or exporting dtbse Restortion of the dtbse Anlysis of system performnce Chnges to system settings Integrtion with bckup products Design of the bckup strtegy Temporry replcement of stff Mini projects or developments 3

4 ClerPeks Customer Cre Business s Usul Services 2. SureSupport Services Wht is SureSupport? ClerPeks SureSupport includes ny ctivity tht fixes technicl or functionl issues tht rise within BI system tht is lredy instlled. These problems my be relted to ny hrdwre or softwre component of the BI system, including but not limited to, the operting system, dtbse or ny ppliction. Minor development enhncements tht cn be mde within one business dy, requests for informtion nd other non-criticl support services re lso included under the umbrell of SureSupport. SureSupport is lmost lwys provided remotely from the ClerPeks Solution Centre (CPSC). In order to ensure fst nd efficient support, we require ccess to your BI system through virtul privte network (VPN) connection (or through other remote ccess options). ClerPeks lwys mintins strict confidentility nd dt security when remotely ccessing nd supporting customer BI systems. Scope of SureSupport The following Business Intelligence support services re covered by ClerPeks SureSupport*. For coverge detils nd prices tht re specific to your implementtion nd BI environment, plese contct ClerPeks. Infrstructure monitoring nd dministrtion On demnd support for your Business Intelligence Tem Issue resolution Best prctices support Product relted questions Interctive end-user support Interfce to Business Intelligence mnufcturer for issue resolution Minor development enhncements (smll chnges or updtes tht cn be ccomplished within 1 business dy) * Plese note tht trining services re not included in SureSupport contrcts. Service Level Agreement The CPSC will ssess nd respond effectively to ll support requests received, nd ensure tht system opertion issues re solved s quickly s possible. In order to properly mnge response nd resolution times (ccording to the criticlity nd priority of the issue), we sk tht you or your system users submit support request by sending n e-mil to the ccount enbled for this purpose. In the event of serious nd urgent technicl impct, you cn contct the CPSC vi phone, provided tht detils of the issue re subsequently sent vi emil. ClerPeks gurntees tht ny support request received during the durtion of the contrct will be nswered within the estblished response times outlined in this guide. 4

5 ClerPeks Customer Cre Business s Usul Services Support Requests & Priority Levels To submit support request to the CPSC, simply send n emil (with the pproprite priority level in the subject line) to: Once the CPSC receives the support request emil, dedicted consultnt will monitor the request until it hs been resolved. As the response time depends on the priority ssigned to the support request, plese indicte one of the following priorities in the subject line (bsed on the sttus of your BI system nd/or nture of your request) nd include detils in the body of your emil. Priority 1: Criticl System outge Corruption of dt Appliction unvilble Criticl softwre errors tht ffect vst mjority of users Mjor performnce degrdtion issues Importnt functionlity not vilble Priority 2: Non-Criticl Non-criticl softwre errors or errors tht ffect only subset of users Minor performnce degrdtion issues Request for minor enhncements to functionlity (less thn 1 dy of work) Any support request for test or development system Questions or requests for informtion Request for documenttion Response Time The response time is the period in which the CPSC responds to your support request. Plese note tht the issue my not necessrily be resolved within this period. The response time frme begins when the messge is received in the CPSC emil inbox. During the response time frme, the CPSC will compile nd interpret ll the informtion necessry to identify the cuse of the issue described in your support request. After opening the support request emil, the CPSC will, if necessry, contct you by emil to seek dditionl informtion in order to better understnd the current sttus of the system nd the fctors involved. If the CPSC determines tht it is necessry to estblish remote connection to your system, they will include this informtion in the follow-up emil. Once the cuse of the support request hs been dignosed, the CPSC will mke contct gin to outline the resolution pln. Response times for SureSupport services re s follows: Priority 1: within two hours Priority 2: within one business dy 5

6 ClerPeks Customer Cre Business s Usul Services Resolution Methods nd Times The CPSC uses two min methods for resolving support request, offline support is utilized when the impct cn be mnged on the phone with the contct person, or the solution cn be sent to the customer by emil. Support with connection is utilized when remote system connection is required in order to del with the support request. In rre cses, ClerPeks consultnt my trvel to the customer site in order to resolve the issue (fter mking pproprite rrngements with the customer). The resolution time is the period in which the CPSC cn test, dignose, nd provide solution to the issue described in your support request. The CPSC will forecst the resolution time frme for ech support request bsed on the priority nd complexity of the issue. In some cses, the resolution time my be unpredictble or exceed the CPSC forecst. In extreme cses, the CPSC my determine tht the problem is unsolvble. Wherever possible, we recommend tht you develop n pproprite contingency pln: i.e. system redundncies, bckup copies, etc. to mitigte the impct of serious issues. Summry ClerPeks SureSupport will help you to mitigte disruptions by solving issues quickly nd efficiently. This service will lso help you to mintin your BI system so tht you get the most out of your investment. Plese refer to the BU Pckges section t the end of this document for more informtion on our SureSupport options. 6

7 ClerPeks Customer Cre Business s Usul Services 3. PerformncePlus Services Wht is PerformncePlus? ClerPeks PerformncePlus is consultncy service, which cn be used to: pln developments or chnges to the design of your existing BI pltform including ETL, metdt, reports nd dshbords integrte new dt sources into your BI environment prepre for chnge mngement such s system upgrdes, environmentl chnges, etc enhnce your BI pltform with new technology or functionlity s it becomes vilble Scope of PerformncePlus PerformncePlus ctivities include, but re not limited to: Updtes to the BI system, dtbse or specific pplictions Activities relted to the dministrtion of the system tht my require the presence of consultnt, such s copying nd/or exporting dtbse, ptching, etc Migrtion to other pltforms, operting systems nd/or dtbses Restortion of the dtbse nd/or dt recovery Anlysis of the performnce nd/or cpcity of the system Chnges to system settings for optiml performnce Integrtion with bckup products nd design of the bckup strtegy Temporry replcement of stff nd/or ssistnce with system dministrtion for vction, illness or periods of high demnd Mini projects or developments to the BI environment * Plese note tht trining services re not included in PerformncePlus contrcts. ClerPeks recognizes the dynmic nd chnging nture of BI systems nd does not wish to limit the possibilities of incorporting new technology or services to those lredy mentioned bove. As such, the portfolio of PerformncePlus services is lwys open to new technologies nd chnges in the customer environment. 7

8 ClerPeks Customer Cre Business s Usul Services PerformncePlus Requests When orgnizing PerformncePlus project with ClerPeks, you my request the presence of n on-site consultnt(s) who, together with your locl tem, will pln, design nd implement the best strtegy to ddress your desired chnges. In generl, PerformncePlus Services re provided through combintion of on-site nd remote ccess, depending on requirements, time frme, vilbility, nd other fctors. To request PerformncePlus consulting services, simply send n emil to the CPSC t: with the title PerformncePlus Request in the subject line. In the emil, plese provide detils bout the type of development, functionlity, upgrde or other services you re interested in. The CPSC will respond to your request by phone within two business dys in order to discuss the request in detil nd determine time lines. Summry ClerPeks PerformncePlus gives you the option to modify nd enhnce your BI system s you use it. Use this service to nticipte future development opportunities nd pln hed for updtes, upgrdes nd other chnges tht will benefit users. Plese refer to the BU Pckges section on the following pge for more informtion on our PerformncePlus options. 8

9 ClerPeks Customer Cre Business s Usul Services 4. Customer Cre Pckges Customer Cre Pckge Detils ClerPeks SureSupport nd PerformncePlus Services re ech divided into four pckges bsed on rnge of hours. For exmple, if you wnt 20 hours of SureSupport per month, you would choose the SupportLight Pckge. These flexible options llow you to choose either support hours or consulting hours, or combine pckges bsed on your needs (i.e. SupportMedium for 48 hours/month + PerformnceLight for 16 hours/month). Pricing for ech Pckge is provided upon request. The minimum contrct period is three months; however we recommend n nnul contrct for uninterrupted protection. Consumption Hours used for SureSupport or PerformncePlus Services will be trcked by ClerPeks throughout the month nd deducted from your pckge. If you do not use your specified hours ech month, these hours re forfeited; they cn not be rolled over into the next month. The ClerPeks Solution Center business hours re between 10:00 nd 18:00 (Centrl Europen Time), on weekdys. During business hours, 1 hour of SureSupport or PerformncePlus service = 1 hour deducted from your pckge. Outside of business hours, (i.e. 18:00 to 10:00) s well s on holidys nd weekends, the SureSupport or PerformncePlus hours used will be twofold, i.e. 1 hour of SureSupport or PerformncePlus service = 2 hours deducted from your pckge. Even if support request is closed within frction of n hour, the minimum time deducted for remote services will be 1 hour. For on-site support, the minimum time deducted will be 8 hours. Customer Cre Pckges nd Hours SureSupport Pckges SureSupport (hours per month)* PerformncePlus Pckges PerformncePlus (hours per month)* SupportLight 40 PerformnceLight 40 SupportMedium 80 PerformnceMedium 80 SupportAdvntge 120 PerformnceAdvntge 120 SupportTotl 160 PerformnceTotl 160 * Hours per month must be specified in the contrct, (i.e. 48 hours per month) ** 100% coverge mens tht support is vilble up to 8 hours per business dy for the entire month Next Steps If you re interested in discussing the Customer Cre Pckge tht best suits your orgniztion nd BI system, plese contct ClerPeks t or cll for free consulttion nd proposl. 9

10 For more informtion bout our Customer Cre - Business s Usul Services plese contct us t or +34 (93)

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