Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support

Transcription

1 Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006

2 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1 Extended 24x7 Maintenance Program...2 Custom Application Support Program...2 Contacting Edify Customer Support...3 Americas & Asia Pacific (Edify Headquarters)...3 EMEA (Europe, Middle East, Africa)...3 How Best to Engage with Edify Customer Support Services...4 Placing Your Call...4 Opening a Case...4 System Information...4 Problem Description...4 Environment...4 Problem Isolation...4 Open Case Number...5 Handling Your Case...5 Priority Levels High Medium Low Application Support...5 Escalation Process...6 Response & Escalation Time...6 Resolving a Case...7 Reopening a Closed Case...7 Appendix A...8 Finding Your Serial Number...8 Appendix B x7 Advantage Support Program...9 Signatures...10 Intervoice, Inc. ii Edify Product Support

3 About Edify Product Support Edify product support is dedicated to keeping your systems up and running effectively. Intervoice provides several Customer Support programs to aid in the support of your Edify products. Our Customer Support Center is staffed by trained engineers and product specialists who are ready to respond to the most complex questions. They employ proven problem escalation and resolution processes. Support is available via phone support or . Customer Support Service Offering Standard Maintenance Program Intervoice provides configuration and troubleshooting support on Edify products. In addition, Edify product support will help isolate the problem on non-edify products that are listed on the Tested Configurations pages of the Edify Product Support Site. If you are having a problem with a product on the Tested Configurations list, Edify product support will help initiate contact with the other vendor's support organization, if appropriate, and stay prominently involved until the problem is resolved. The following approved thirdparty product categories are included: PC platforms and operating systems Telephony interfaces and drivers Host adapters and host connectivity software Datbase Clients & Local Databases Web servers and browsers Your Intervoice/Edify Sales Engineer can review with you the list of Tested Configurations or you can go to the Support web site at You should, of course, ensure that you have support contracts in place with all of your hardware and software vendors before you need them! Standard Maintenance Entitlement EVIP Platform and Licensed Application Product Support Full Access to Edify Product Support Site EVIP Platform and Licensed Application Upgrades EVIP and Licensed Application Software Patches Full Access to Edify Developer Network Ability to Submit a Request for Future Product Enhancements Standard Maintenance Support Criteria Updated Standard Maintenance Agreement Requires dial-in Access to the machine running your Edify product Intervoice, Inc. 1 Edify Product Support

4 Extended 24x7 Maintenance Program Intervoice provides its Edify customer base 24x7 customer support via the extended maintenance program for the Edify platform. The goal of this program is to improve recovery time in case of an Edify system production down environment. A customer support engineer is available to troubleshoot and stabilize the Edify environment to the point where the system can be brought back up to a production state. Extended 24x7 Maintenance Entitlement Access to a Support Engineer on a 24x7 basis during the time the Edify system is in a down production condition Standard Maintenance Entitlement Criteria for 24x7 Support Calls Updated 24x7 Support Maintenance Agreement Calls must be related to Edify down production environment Requires dial-in access to the Edify machine Custom Application Support Program Custom Application Support rounds out the Edify Product Support Service Offering. The service consists of a full system assessment of the customer s Edify environment to include custom applications and integration. The customer s Edify environment will be completely documented. The goal of the detailed assessment and documentation is to establish a customer footprint in the Edify environment that is currently in production as well as to provide the customer with recommendations and estimated levels of effort to optimize their applications and system setup. Qualified Customer Support engineers will be available to troubleshoot Edify applications that were previously recorded during the assessment and documentation phase. Cases reported will be handled by level 4 support. A Customer Support Manager will spearhead a committee consisting of key personnel from Edify and the customer for Open Ticket Administration to review current cases reported and for Edify Best Practices advice/mentoring. In this meeting, Edify will be responsive to any questions you may have on your current environment or future roadmap for this environment. This allows the customer to view trends on the cases reported thus far and to establish an open dialog with an Edify developer on current and future areas of concern or interest. Custom Application Support Entitlements System and Assessment and Documentation of the current state of your Edify system, including your custom applications and integration Application Support Services via Level 4 Support of the documented system Development Mentoring via regularly scheduled support meetings and Steering Committee meetings Open Ticket Administration Customized Training built around review of historical cases Custom Application Support Criteria (Only available during regular business hours) Updated Application Support Maintenance Agreement Requires Dial-in access to Edify machine An initial System Assessment and Documentation of your Edify environment to take place to set baseline Intervoice, Inc. 2 Edify Product Support

5 Contacting Edify Product Support Americas & Asia Pacific Phone: EDIFY (or ) Fax: Location: Hours: 303 Bryant Street Mountain View, CA :00AM to 5:00PM Pacific Time Monday through Friday (excluding Intervoice holidays) EMEA (Europe, Middle East, Africa) Phone: Hours: 7:00AM to 17:30PM GMT/BST Monday through Friday (excluding Edify EMEA holidays) Advantage Plan customers are given contact details for receiving emergency support (7 days a week/24 hours a day) for down production systems. Intervoice, Inc. 3 Edify Product Support

6 How Best to Engage with Edify Product Support Placing Your Call When you call Edify Product Support during normal business hours, you will be greeted by a live Technical Support Engineer. If you are an Extended 24x7 Support Plan customer and calling support after the regular business hours, your call will be taken by a dispatcher who will then contact the Technical Support Engineer. Non-business hour calls will be responded to only if the customer has the Extended 24x7 Support plan with a down production system. Opening a Case In preparation for opening a case, it will help you to complete the information needed for the Problem Log Sheet. In Appendix A of this document, you will be given tips for gathering the information. You will need to provide the Edify product serial number for which you need assistance. To speed the process, be prepared to provide the information listed below. System Information Edify serial number Edify product and version Problem Description Symptoms Error number and message text Date and time problem occurred Environment When did this activity work last? What has changed since the activity last worked? hardware software operating system application level of usage Under which conditions does the problem occur? Problem Isolation Identify the specific feature of the Edify software that caused the problem. Is the problem reproducible? The Customer Support Engineer who takes your call will open a case, enter the information into our online call tracking system, and provide you with a case number. This number will identify the case for all subsequent calls. Intervoice, Inc. 4 Edify Product Support

7 Open Case Number If you are working on an existing problem with a Customer Support Engineer, please provide your case number. By doing so, your call will be routed to the engineer working on your case. This enables us to expedite your call, review your case history, and respond to your call accordingly. Handling Your Case The process Edify product support uses to handle your case has been established to ensure your case receives prompt attention and a timely response that is consistent with the priority of your problem. Once a case is assigned to a specific Technical Support Engineer, he or she owns it until it has been resolved. Priority Levels Priority levels define the business impact a problem has on your operation. Edify product support engineers will work with you to determine the priority level of your problem and will attempt to give you answers to your questions. Priority levels are defined as follows: 1 High Your production system is down A system recovery or workaround is required immediately. Dedicated customer support personnel will work on the issue until it is resolved or a workaround is in place. 2 Medium A major feature or function has failed Edify product support will provide a workaround or patch as quickly as possible. 3 Low General technical questions Edify product support will answer requests for technical information or forward your request to the appropriate department. 4 Application Support Application Support Cases (For Application Support Maintenance Only) Edify product support will diagnose and access Edify-related applications that were previously documented for problem resolution or further escalation to the approriate party. Intervoice, Inc. 5 Edify Product Support

8 Escalation Process The Edify product support problem escalation process guarantees that problems are worked on by specialized senior engineers. Their objective is to solve your problem in a timely manner that is consistent with the assigned priority level. Edify product support management will be notified if a problem exceeds our response goals (shown below) and will determine additional resources that are required. If you do not feel you are getting the required response to your problem: 1. Call Edify product support. 2. Inform a Customer Support Engineer that you would like to speak to a manager. Please be prepared to provide your case number. Response & Escalation Time Priority Criteria Response Time Resolution Problem Solution Escalation to Support Management 1 High Production System down; the Edify Product is unusable resulting in a total disruption / product outage; there is a critical business impact. 1 hour Dedicated personnel will work on the issue until it is resolved or a workaround is in place, allowing production to resume. If a patch is required, it will be incorporated into the next software release. A fix or workaround will be incorporated into the current online knowledge base, if appropriate. Within 4 hours 2 Medium Major feature or function has failed; customer operations are severely restricted, no convenient workaround. 2 hours Provide a work around or patch as quickly as possible. If a patch is required, it will be incorporated into the next software release. A fix or workaround will be incorporated into the current online knowledge base, if appropriate. After 1 business day 3 Low General technical questions 3 hours Answer request for technical information. If outside of the scope of Customer Support, forward issue/question to appropriate internal group, i.e. sales, marketing, or education. Incorporate responses to technical questions into the online knowledge base. After 3 business days 4 App Support Custom application support question or problem analysis 4 hours Investigate and resolve current issues regarding Edify applications currently deployed in production. If outside the scope of Customer Support, technical issues will then be escalated to appropriate parties for further investigation / resolution. After 4 business days Intervoice, Inc. 6 Edify Product Support

9 Resolving a Case Your case will be closed when you agree that a resolution has been reached to your satisfaction and no further action is required by Edify product support. Reopening a Closed Case You may find that you have closed a case, yet the problem recurs. In this instance, the Customer Support Engineer will open a new case for you and will reference the old case number on the main description of the new case. Intervoice, Inc. 7 Edify Product Support

10 Appendix A Finding Your Serial Number Edify software is shipped with a sticker on the box containing the system's serial number. You will find the number in one of these formats: xxx-xxxxxxxxx or 2880-x-x-x-x-xxxxxx-xxxxx-x This number is required for proper identification of your system to enable Edify product support to provide accurate and timely support for your particular environment. If the sticker is not available you can display the serial number of the Electronic Workforce software that has been installed on your system. To display the serial number use the following steps: 1. In Workforce Administrator, click on Help in the action bar and select About to see the window shown below: 2. To see a list of the options installed on your system, click on the button labeled Options. The following window will appear: 3. When you are done, click on OK to exit. Intervoice, Inc. 8 Edify Product Support

11 Appendix B 24x7 Advantage Support Program Goals: To improve recovery time and recoverability in case of production system disaster. Service: To provide support over the phone on a down production system outside of office hours. To certify, register, and advise customer production systems for Advantage support. Note: Edify product support does NOT perform application debugging or maintenance of customer applications under this program. Qualifications: System must meet the following requirements to qualify for Advantage support: Up-to-date Edify Advantage support contract. Valid Edify Serial Number. System Hardware and Software: Production system hardware and software must be in the Edify Tested Configurations list published on the Edify Product Support Site (support.edify.com). Must have backup and restore capability. A complete backup of production system software and applications is available. All software, hardware, and documentation needed to rebuild the system are available. Up-to-date hardware maintenance contract (e.g. VanStar's 7x24 Support). Must have modem access to production system at time of service. Must have PC technician on site or available at time of service. Customer must register the system(s) with Edify product support. If the system does not meet the following requirements, disaster recovery time may be lengthened substantially: Disaster Recovery Capability Disaster recovery and backup software should be set up and tested before the system goes into production. Regular Backup and Maintenance Procedure Complete system backup should be performed after any changes (application development, upgrade, etc.) to the production system. Incremental backup should be performed regularly to backup software changes and statistics. Hardware Spares and 7x24 Maintenance 7x24 hardware maintenance contract and/or hardware spares should be available on site if needed (e.g. disks, voice cards, fax cards, etc.). Note: Intervoice/Edify does not provide hardware maintenance on your system. To recover the system without recovery software will add 5 to 10 hours to recovery time to install the operating system and the restore software from the CD/diskettes. Recovery using out-of-date backup will result in the loss of data and changes. Recreating changes (if possible) will lengthen the recovery time. In case of hardware failure, time to get spare parts will lengthen recovery time. Intervoice, Inc. 9 Edify Product Support

12 Signatures The undersigned agrees that the system or systems being registered for 7x24 support coverage comply with the above terms. Signature: Date: Intervoice, Inc. 10 Edify Product Support