Support Services Guide for Suite Customers
|
|
- Whitney Cole
- 8 years ago
- Views:
Transcription
1 Support Services Guide for Suite Customers Contents 1. Support Overview Definition of Brand Helpdesk Definition of Power User Support Model Technical (Level 2) Support Process Flow Process Flow Diagram Process Description Cooperation Definition of Technical and Non-Technical issues ecvision Support Model for Suite Customers (with Additional Charges) Service Levels Support Helpdesk Contact Information Reseller Local Support List Case Closure Enhancement Request Escalation Process... 8 November 2014
2 1. Support Overview This Support Services Guide outlines the communication and support processes between ecvision and Client. The document defines the level of support, service level agreement, and escalation procedure. The primary goal of Incident Management is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations which helps to maintain service quality and availability. 1.1 Definition of Brand Helpdesk A Brand (internal) Helpdesk should ideally be served by the IT department, which is the first party to receive cases from their users. For non-technical or Business issues, Brand Helpdesk can approach Brand Power User; please refer to Chapter 2.4 for the definition of technical issues or non-technical / Usage issues. 1.2 Definition of Power User A project owner who is involved in the UAT of the system implementation cycle and defines the in-scope/out-scope. Should be familiar with the business flow, system logic, and functions of the system Should have completed basic Services administration training, e.g. Administration Essentials Should be able to understand the subject/problem concerned and to assist ecvision through reproducing the problem. Up to 5 people from Power User (Internal User) should be eligible to report technical issues to ecvision CS team, who would maintain the list of Power User. Changes of the list should only be made once a month. 1
3 2. Support Model Technical (Level 2) Support Process Flow 2.1 Process Flow Diagram Level 2 Technical Support refers to the customer support service bundled with the Suite Service agreement. This is owned by ecvision Customer Service Department. Here is a graphical illustration of the workflow of Level 2 Technical Support model. 2
4 2.2 Process Description [1.0] Internal or External End users send questions to Brand Helpdesk All Internal or External end users should first raise their questions to Brand Helpdesk, who is responsible for initial problem diagnosis and determining subsequent steps. [2.0]- [2.3] Brand Helpdesk follows up the issue Brand Helpdesk should be served by End user with extensive operational experience or by IT support team, who should, if possible, provide support to end users. For unsolvable issues, Brand Helpdesk should report them to Power User. [3.0]- [3.2] Brand Power user follows up the issue If Brand Helpdesk cannot solve the issue, they should report it to Brand Power User. Given experience in business operation or project implementation, Brand Power User should be able to work with their Helpdesk on non-technical issues. [4.0]- [4.3] ecvision CS team follows up the issue Brand Power User should report unsolvable technical issues to ecvision CS team and provide the information below: o Date and time when the issue happened o User login /id and password (optional) o Steps to reproduce the problem concerned o Exact wordings related to the problem, including error message(s), screenshot(s), related file name(s)/file(s), record number(s), and any other information. o Business Impact: Help ecvision understand how the problem/issue concerned affects current end users and/or project deadlines. 2.3 Cooperation Customer agrees to cooperate with ecvision in carrying out diagnosis or troubleshooting activities. Also, on a case-by-case basis, Users may be asked to provide remote access to their ecvision application and/or desktop system for troubleshooting purposes. 3
5 2.4 Definition of Technical and Non-Technical issues Technical Issue Category: These are common scenarios that should fall under the category of Technical Issues: 1. Integration issue 2. Performance issue (system slowness or error messages) 3. Browser issue (using non-supported browsers) 4. Password issue (fail to log in to the system with the new password, or fail to receive a notification with new password) 5. User Account/Role issue (missing functions in the System) Assumption: role and user attributes are set up properly 6. UI layout problem (display of invalid characters or incorrect counts) 7. System error page 8. Import/Export failure or abnormal Portal behavior (e.g. no error was found when importing a PO but the PO is missing in the portal) 9. PO cannot be viewed by one or other role(s) Non-Technical Issue Category: These scenarios should NOT belong to Technical issues: 1. Incorrect business data in UI 2. Missing particular business document(s) or business data 3. Inquiries on existing business logic or explanation on the calculation of business data 4. Application Usage Inquiries how to perform a particular end user operation 5. Missing functions in Account Module e.g. ML VT reported not to be found in the System 6. Non-production environment issues/inquiries usually in UAT environment 7. Request(s) for account or administration tasks such as creation of new user, deactivation or deletion of existing end user ID, reset password, account unlock issues for end user. 8. Improper setup of master data 9. Any window pop-up/error dialog(s) due to the processing of application logic 4
6 3. ecvision Support Model for Suite Customers (with Additional Charges) ecvision provides first line end user support to both Brand and Vendors; the number of inquirers depends on the option selected. Inquiry covers both technical and non-technical issues, depending on the option selected. Inquiries can be made via , telephone, Web Form, or Fax If a vendor needs to change Power User, a request must be made via to ecvision CS team. A vendor could make changes once in a month only. Option 1: Brand - Group of Power User no more than 5 people, for technical issues only. Vendor - 1 Power User for each Vendor Company for Vendor Support questions. Option 2: Brand Group of Power User no more than 5 people, for technical issues only. Vendor Supports all external users assigned by Vendor for Vendor Support questions. Option 3: Brand Supports all internal users for all ecvision system-related questions. Vendor Supports all external users for all ecvision system-related questions. 5
7 4. Service Levels Priority Criteria Response time* 1. Critical Mission Critical; the Application fails to function according 2 business hours to published specifications and the Client cannot proceed without a fix to the problem or a work-around solution provided by ecvision (e.g. the system is down). 2. Severe The Application contains major functional problems 6 business hours against published specifications, which Client is able to work around; the Application provides limited function. 3. Moderate Software Program or Documentation contains incorrect 1 business day logic, incorrect descriptions, or functional problems. The Client can work around or implement a temporary correction (fully functioning but needs improvement). 4. Low Problem causes inconvenience; however, operations continue without affecting the business. 2 business days *Note: Response time refers to the time since Support Agent collects all information necessary for investigation from the inquirer. Actual response time may vary due to feedback turnaround time. 5. Support Helpdesk Contact Information U.S. & South America Hong Kong & China Hours 9:00 am - 5:00 pm ET (Mon - Fri) Closed: Saturday and Sunday and Public Holidays 9:00 am - 6:00 pm local (Mon - Fri) 9:00 am - 1:00 pm local (Saturday) Closed: Sunday; Public Holidays on Saturday; Christmas, New Year & Chinese Lunar New Year Phone ECV-SPRT ( ) ussupport@ecvision.com support@ecvision.com WEB Dedicated international toll free for the following regions: China (toll free) (CN-CT), (CN-CNC) Taiwan (toll free) Singapore (toll free)
8 6. Reseller Local Support List India reseller Addwell Group Mon to Fri 9am to 6:30pm; Sat 9am to 2:30pm India time support@addwellgroup.com Phone : Region : India (New Delhi, Gurgoan), Bangladesh, Pakistan Indonesia reseller NJD Supplies Mon to Fri 9am to 5pm; Sat 9am to 3pm Indonesia time Phone: / nareshku@gmail.com Region : Indonesia Korea reseller EI System Mon to Fri 9am to 6pm Seoul time yjkim@eisystem.co.kr, gechoi@eisystem.co.kr Phone : Region : South Korea Singapore reseller Sato Mon to Fri 9am to 4:45pm Singapore time technical@satoasiapacific.com Phone : Region : Singapore, Malaysia Sri Lanka Reseller Automated Barcode Solution Ltd (ABSL) Mon to Fri 8:30am to 5pm; Sat 9am to 12:30pm LK time ecvsupport@automatedbarcode.net Phone : Region : Sri Lanka Taiwan reseller Tranz Mon to Fri 9am to 5pm Taipei time support@tranztex.com Phone : #207 Region : Taiwan Thailand reseller Sato Auto-ID (Thailand) Co., Ltd Mon to Fri 9am to 4:45pm Thailand time nattawut@satothailand.co.th Phone : ext 168 / Fax Region : Thailand Turkey Reseller Sertas Mon to Fri 9am to 6pm Turkey time yalcin@sertas.com.tr 7
9 Phone : Region : Turkey 7. Case Closure ecvision is committed to resolving all inquiries in a timely and satisfactory manner. We believe understanding case closure is part of customer satisfaction. Typical Case Closure Solution has been provided and validated by the customer. A customer reports they no longer experience the behavior and agrees to close the case. An acceptable workaround has been provided. No Response Case If there is no feedback from the customer (during regular business hours), Support Engineers will send two s and contact the customer for two times. If the customer does not respond in 2 working days, the case will be closed and work will cease. Customers may call back to reopen and follow up the case within 30 days. After Case Closure A Survey will be sent to the customer to ensure that the solution is satisfactory. 8. Enhancement Request For each request submitted for an enhancement, an SOW is required; a business requirements phase and cost analysis is needed as well. Each case will be guided by the size of request(s) and be deployed as agreed upon by the Client and ecvision Project team. 9. Escalation Process If the Support Process and SLA are not as expected, Customers may contact the Manager of ecvision Support: Ms. Sharon Wong - Supervisor, Customer Support sharonwong@ecvision.com Direct Phone# : Mr. Charles Hei Director, Worldwide Customer Support charleshei@ecvision.com Direct Phone# :
10 Once an issue is referred, ecvision support team will coordinate internal and customer resources to gather relevant data and to resolve the issue. ecvision expects our customers to provide resources or data as requested and assist in troubleshooting if needed. 9
Compuware Customer Support
Compuware Customer Support Mainframe Vantage Uniface Compuware Customer Support Services: Mainframe Vantage Uniface 1 Compuware Customer Support Mainframe Vantage Uniface Solutions Compuware is dedicated
More informationIntroduction. Helpdesk System
Introduction The User Guide is intended for Perridot Customer (mentioned as Customer ) who has contractual maintenance license agreement signed with Perridot. It provides our customer with some insights
More informationNETWRIX CUSTOMER SUPPORT REFERENCE GUIDE
NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue
More informationCUSTOMER GUIDE. Support Services
CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6
More informationAPPENDIX 4 TO SCHEDULE 3.3
EHIBIT J to Amendment No. 60 - APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT APPENDI 4 TO SCHEDULE 3.3 TO THE COMPREHENSIVE INFRASTRUCTURE AGREEMENT EHIBIT J to Amendment No.
More informationCTERA Support Policy
CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms
More informationHP Software-as-a-Service (SaaS) operations overview. Customer handbook
HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................
More informationSupport Request Ticketing System User Guide
Support Request Ticketing System User Guide Prepared by: Last Updated Document Ref: Document Version: Rapid4Cloud March 2016 Support Request Ticketing System User Guide 1.1 Copyright 2016, Rapid4Cloud
More informationANZ TRANSACTIVE - MOBILE FREQUENTLY ASKED QUESTIONS OCTOBER 2015
OCTOBER 2015 Please refer to the Frequently Asked Questions below for further information relating to ANZ Transactive - Mobile. SELECT A QUESTION: About ANZ Transactive - Mobile 1. What is the Mobile App?
More informationMy Services Online Service Support. User Guide for DNS and NTP services
My Services Online Service Support User Guide for DNS and NTP services Table of Contents 1 MY SERVICES... 3 2 ACCESSING MY SERVICES VIA THE INTERNET... 3 2.1 Logging into My Services... 3 2.2 My Services
More informationINSITE. Dimension Data s monitoring offering
Dimension Data s offering What s on your mind? Is your infrastructure management strategy optimal? Are you achieving optimum ROI on your infrastructure management investment? Are you employing the latest
More informationGreenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.
Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,
More informationUnitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)
Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices
More informationGlobal E-Commerce Gateway. Technical Support Guide
Global E-Commerce Gateway Technical Support Guide March 2013 Version 1.0 Elavon s Global E-Commerce Gateway Elavon s Global E-Commerce Gateway provides robust and secure online payment processing with
More informationCOUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
More informationSupport Handbook. Performance EDI. October 2007. Document Title Section Title
Support Handbook Performance EDI October 2007 Document Title Section Title 2 Table of Contents Welcome to EasyLink Performance EDI Support...3 Support Overview...4 Maximizing your Support Interaction...6
More informationCisco Connect Rewards Program
Cisco Connect Rewards Program STEP-BY-STEP GUIDE FOR PARTNERS & PARTNERS PRINCIPAL TO JOIN CISCO CONNECT REWARDS PROGRAM YOU are invited to join Cisco Connect Rewards program! It is an incredible sales
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
More informationINCIDENT MANAGEMENT SCHEDULE
INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PUBLIC DE4 LIMITED 15/01/2014 INCIDENT MANAGEMENT SCHEDULE FAULT REPORTING & ESCALATION PROCEDURE In the event that you become aware of any fault
More informationIntrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )
Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services
More informationUCLA Communications Technology Services. Bruin OnLine Services. Service Level Agreement
UCLA Communications Technology Services Bruin OnLine Services Effective Date: July 2006 TABLE OF CONTENTS 1.0 Scope.2 2.0 Services Provided...2 3.0 Consulting Services.7 4.0 Service Request Acknowledgement/Resolution.9
More informationMyOfficePlace Business Critical Services Handbook
MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments
More informationMagento Enterprise Edition Technical Support Guide
Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.
More informationHow To Get The Most From An Ipad Or Ipad (For A Non-Profit) For A Small Price (For An Intel Dealer)
Intel Technical Reseller Intel Technical Support and Service Benefits help you acquire customers As a or Intel Technical Reseller, you have the ability to back your Intel - based solutions by offering
More informationContacting Descartes Service Desk
Version 1 April 2012 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 3 CONTACTING DESCARTES SERVICE DESK... 4 SERVICE DESK
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationTechnical Support User Guide
Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware
More informationHP Technology Services HP NonStop Server Support
Reference guide HP Technology Services HP NonStop Server Support HP Global NonStop Solution Center (GNSC) Table of contents Global NonStop Solution Center... 2 Product support for HP NonStop and Neoview
More informationCloud-based Managed Services for SAP. Service Catalogue
Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...
More informationCustomer Care Center Details
Enterprise IT Shared Services Service Level Agreement Customer Care Center Details (Revision Date: October 7, 2010) Going From Good to Great DOCUMENT CONTROL REVISION HISTORY DATE DESCRIPTION 9.15.10 INITIAL
More informationTECHNICAL SUPPORT GUIDE
TECHNICAL SUPPORT GUIDE Copyright 2009 Fiberlink Corporation. All rights reserved. Information in this document is subject to change without notice. The software described in this document is furnished
More informationCustomer Hosted Service Description and Service Level
Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November
More informationNYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES
NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein
More informationTWX-21 Business System Cloud for Global Corporations
TWX-21 Business System Cloud for Global Corporations 8 TWX-21 Business System Cloud for Global Corporations Hidenori Kiuchi Yasuyuki Suzuki Sho Obayashi Manabu Naganuma Seiichiro Hayashi Taku Tozawa OVERVIEW:
More informationAt a Glance. Key Benefits. Data sheet. A la carte User Module. Administration. Integrations. Enterprise SaaS
HP Application Lifecycle Management on Software-as-a-Service Dedicated HP ALM/QC Offering Data sheet At a Glance The Dedicated HP ALM/QC offering is an on-demand Software-as-a-Service (SaaS) solution for
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
More informationClient Services Service Level Agreement
RMI Corporation Client Services Service Level Agreement 40 Darling Drive Avon, CT 06001 Phone: 860.677.1005 *Fax: 860.677.2454 RMI Corporation Client Services - Service Level Agreement TABLE OF CONTENTS
More informationUnitrends, Inc. Software and Hardware Support Handbook
1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure
More informationFujitsu Extended Warranty Terms & Conditions
Fujitsu Extended Warranty Terms & Conditions (This document is not applied to Australian Users) Statement of Limited Extended Warranty The Extended Warranty provided by Fujitsu PC Asia Pacific Ltd ( FPCA
More informationTheatres/Channels All theatres. Indirect channel. Author/Owner prmadmin@avaya.com
Getting Started - Partner PRM Administrators Day 1 December 2011 Avaya Proprietary. Use pursuant to Company instructions Printed copies are not controlled. Refer to the latest version at http:/www.salesforce.com
More informationIBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management
IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular
More informationHelpdesk Incident & Request Management Procedure For
IT HELPDESK PROCEDURE Helpdesk Incident & Request Management Procedure For Author: Helpdesk Owner: IT Head Organisation: Karvy Stock Broking Ltd. Document No: CIT ITHP 01 Version No: 1.1 Release Date:
More informationHow To Use The Pace Help Desk
ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk
More informationMagento Enterprise Edition Customer Support Guide
Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.
More informationStandard Success Program
Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support
More informationWelcome to ClickSoftware Worldwide Support
ClickSoftware Copyright Notice Copyright 2008 ClickSoftware Technologies Ltd. All rights reserved. Publication Notice The information contained herein does not constitute a warranty of any kind. ClickSoftware
More informationMY HELPDESK - END-USER CONSOLE...
Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...
More informationIdentity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0
Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO
More informationFootprints Customer Interface Guide
Footprints Customer Interface Guide Introduction Each support group in MIS has its own Service Desk within the Footprints System, and each service desk has its own colors and banner. Within each service
More informationMSP Service Matrix. Servers
Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server
More informationOur Customer Support Commitment
Commport Communications International, inc Our Customer Support Commitment Version 1.6 Commport Communications International, inc. March 2014 Table of Contents Customer Support Guide Introduction... 1
More informationHP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.
HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013
More informationService Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL]
Service Level Agreement between LCMS Plus, Inc. and [CLIENT SCHOOL] 1) Purpose and Scope This is a Service Level Agreement (SLA) between LCMS Plus, Inc. ( the Company ) and CLIENT SCHOOL (the Institution
More informationMagento Technical Support Guide
Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from
More informationQuantaStor SDS Support
QuantaStor SDS Support OSNEXUS support packages include platform upgrades, software maintenance packs and technical assistance from our in-house engineering team. OSNEXUS support is bundled with each QuantaStor
More informationYale University Incident Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationIT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001
IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written
More informationOur Customer Support Commitment
Commport Communications International, inc Our Customer Support Commitment Version 1.2 Commport Communications International, inc. July 21, 2011 Table of Contents Customer Support Guide Introduction...
More informationSupermicro Global Hardware Maintenance Service & Support
Supermicro Global Hardware Maintenance Service & Support Supermicro Global Hardware Enhanced Services provides the highest quality of help desk services and product support for your Supermicro solutions.
More informationSapphireIMS Service Desk Feature Specification
SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams
More informationSupport and Service Management Service Description
Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications
More informationBahamas Tax Information Exchange Portal Documentation
Bahamas Tax Information Exchange Portal Documentation This sub section of the Portal Documentation covers the following Topics: Portal Overview Portal Login Account Status Reportable Account File Processing
More informationAlly Auto Dealer Services Quick Start Guide
AUTO Ally Auto Dealer Services Quick Start Guide Ally Dealer Help Desk 1-866-766-4622 Monday Tuesday-Friday Saturday Sunday 8 am - 10 pm ET 8 am - 8 pm ET 9 am - 7 pm ET Noon - 7 pm ET Page 1 Before You
More informationElectra Elite and InfoSet are registered trademarks of NEC America, Inc.
reserves the right to change the specifications, functions, or features, at any time, without notice. has prepared this document for the use by its employees and customers. The information contained herein
More informationIntroduction... 2. Nutanix SRE Teams Around the Globe... 3. Standard Warranty Program... 5. Basic Subscription and Support Program (Gold)...
Nutanix Support Service Program Guide Table of Contents Introduction... 2 Nutanix SRE Teams Around the Globe... 3 Standard Warranty Program... 5 Basic Subscription and Support Program (Gold)... 6 Production
More informationVIVID RESOURCING LTD.
VIVID RESOURCING LTD. CONTRACTOR (UMBRELLA COMPANY) FREQUENTLY ASKED QUESTIONS FREQUENTLY ASKED QUESTIONS To help you get an understanding of what Vivid s online timesheet system entails and how it will
More informationCustomer Service Documentation. Support and Escalation Contacts by Country
Support and Escalation Contacts by Country V 1.16 April 23 2015 Note: Information in this document is subject to change without notice. Oracle makes no warranty of any kind with regard to this material,
More informationWith Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.
Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently
More informationSUPPORT POLICY SUPPORT POLICY
SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.
More informationThomson Video Networks Contact Center Guide
Thomson Video Networks Contact Center Guide THOMSON VIDEO NETWORKS 6, rue du clos courtel, 35510 CESSON-SEVIGNE France Tel +33 299 285 000 Fax : +33 299 285 001 www.thomson-networks.com THOMSON VIDEO NETWORKS
More informationATTACHMENT V2. Transnet
ATTACHMENT V2 HELP AND SERVICE DESK SERVICES TOWER For Transnet Help and Service Desk Service Tower Table of Contents 1.0 Help and Service Desk Services Overview and Objectives... 1 1.1 Services Overview...
More informationGigaSpaces Customer Support Overview
Error! No text of specified style in document. Subject to change without notice GigaSpaces Customer Support Overview GigaSpaces Customer Support Organization is committed to Overall Customer Success and
More informationOracle Fixed Scope Services Definitions Effective Date: October 14, 2011
Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 "You" and "your" refers to the individual or entity that has ordered Advanced Customer Services from Oracle or an authorized distributor.
More informationAppendix A. Customer Support Service Level Agreement
Appendix A Customer Support Service Level Agreement Customer Support Social Solutions provides comprehensive user and system support for all ETO software clients within the client s subscription fees.
More informationNCUSD 203 Campus Portal Login FAQ
This document will provide you answers to all of your questions regarding setting up and troubleshooting issues with your Campus Portal Login Account. Please see the list of frequently questions below.
More informationTechnical Support. Technical Support. Customer Manual v1.1
Technical Support Customer Manual v1.1 1 How to Contact Transacta Support 1.1 Primary Contact: support@transacta.com.au 1.2 Escalation Telephone Number: +61 (2) 9459 3366 1.3 Hours of Operation 9:00 a.m.
More informationCustomer Support Guide Book
Customer Support Guide Book Welcome To Customer Support Rapid7 Support Phone: 1-866-390-8113 Email: support@rapid7.com http://support.rapid7.com Table of Contents RAPID7 CUSTOMER SUPPORT GUIDEBOOK... 3
More informationCustomer Portal User Guide
Customer Portal User Guide COPYRIGHT NOTICE ViaWest Customer Portal User Guide is published and copyrighted 2012 by ViaWest Inc. All rights reserved. No part of this manual may be reproduced in any form,
More informationcpouta - IaaS Cloud Computing Service Service Level Agreement
cpouta - IaaS Cloud Computing Service Service Level Agreement 1. General This Service Level Agreement (hereafter called SLA) is made between the customer, cpouta IaaS Cloud Computing Service user and the
More informationUser Guide. Delta Controls Single Sign On
User Guide Delta Controls Single Sign On This document outlines the new, streamlined login process for Delta Partner web applications using the Delta Controls Passport Single Sign On system. Contents 1
More informationVendor User Accounts managing your NAP User Account
This guide explains how to request and manage your NAP User Account so that you may access Web Status. Topics include: Reactivating an existing NAP User Account Requesting a NAP User Account Managing your
More informationCERTIFICATION CANDIDATE MANAGEMENT SYSTEM (CCMS) CANDIDATE USER GUIDE
CERTIFICATION CANDIDATE MANAGEMENT SYSTEM (CCMS) CANDIDATE USER GUIDE THE IIA S GLOBAL CERTIFICATIONS DEPARTMENT OCTOBER 2014 CCSA CFSA CGAP CRMA Table of Contents Certification Candidate Handbook...5
More informationCAMMS ONLINE SUPPORT PORTAL USER MANUAL
CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com
More informationFortiCompanion to Technical Support
FortiCompanion to Technical Support Consistent service and the reliability of your security infrastructure are critical to the business success of your organization. To address these requirements the FortiCare
More informationG2 RECRUITMENT SOLUTIONS LTD.
G2 RECRUITMENT SOLUTIONS LTD. CONTRACTOR (LTD. COMPANY) FREQUENTLY ASKED QUESTIONS FREQUENTLY ASKED QUESTIONS To help you get an understanding of what g2 s online timesheet system entails and how it will
More informationNetWrix Account Lockout Examiner Version 4.0 Administrator Guide
NetWrix Account Lockout Examiner Version 4.0 Administrator Guide Table of Contents Concepts... 1 Product Architecture... 1 Product Settings... 2 List of Managed Domains and Domain Controllers... 2 Email
More information1-888-440-3311 P.O. Box 1937, Hughesville, MD 20637. www.smeco.coop
1-888-440-3311 P.O. Box 1937, Hughesville, MD 20637 People. Power. Progress. www.smeco.coop SMECO Supplier Diversity- IT Opportunity Announcement Anticipated Award Date: Q1 2016 Place of Performance: Hughesville,
More informationAll other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca
Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology
More informationSupport Operations Handbook
Support Operations Handbook Cray Platinum Diamond Support Cray Inc. Version 2.2 February 11, 2014 Table of Contents About Cray Customer Service.4 About This Document...........5 Document Version History...
More informationHE Gateway User guide for colleges and universities
HE Gateway User guide for colleges and universities HE Gateway 1 Student Loans Company Ltd Contents Section 1 Definitions & Related Documents...3 Definitions... 3 Related Documents... 3 Section 2 Purpose
More information1.4 LabTech Software, LLC technical support does not provide implementation, training, consulting, development or hosting services.
GENERAL REGULATIONS 1.1 LabTech Software, LLC provides support services to the company's partners and customers of LabTech Software products. The LabTech Software technical support service helps to settle
More informationS1200 Technical Support Service Overview
S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without
More informationPANDUIT Physical Layer Infrastructure Management. EMC Smarts Integration Module
PANDUIT Physical Layer Infrastructure Management EMC Smarts Integration Module SM About PANDUIT A World Class Developer PANDUIT is a world class developer and provider of leading edge solutions that help
More informationSafeHaven. Support Service Plans
SafeHaven Support Service Plans For the most up-to-date version of this document, please forward requests to: support@datagardens.com T: 1-888-893-8045 2012 DataGardens, Inc. All rights reserved. DataGardens
More informationForeign Taxes Paid and Foreign Source Income INTECH Global Income Managed Volatility Fund
Income INTECH Global Income Managed Volatility Fund Australia 0.0066 0.0375 Austria 0.0045 0.0014 Belgium 0.0461 0.0138 Bermuda 0.0000 0.0059 Canada 0.0919 0.0275 Cayman Islands 0.0000 0.0044 China 0.0000
More informationCollaborate.ets.org Password Setup & Recovery Guide. Table of Contents
MyPassword is a self-service password management tool. Collaborate.ets.org Password Setup & Recovery Guide https://mypassword.ets.org/ Table of Contents Create/Edit Your Profile (First time use)... I Change
More informationPORTAL ADMINISTRATION
1 Portal Administration User s Guide PORTAL ADMINISTRATION GUIDE Page 1 2 Portal Administration User s Guide Table of Contents Introduction...5 Core Portal Framework Concepts...5 Key Items...5 Layouts...5
More informationConnector for Microsoft Dynamics Configuration Guide for Microsoft Dynamics SL
Microsoft Dynamics Connector for Microsoft Dynamics Configuration Guide for Microsoft Dynamics SL Revised August, 2012 Find updates to this documentation at the following location: http://www.microsoft.com/download/en/details.aspx?id=10381
More information