Compuware Customer Support

Transcription

1 Compuware Customer Support Mainframe Vantage Uniface Compuware Customer Support Services: Mainframe Vantage Uniface 1

2 Compuware Customer Support Mainframe Vantage Uniface Solutions Compuware is dedicated to customer satisfaction. We work to continuously improve our support services to ensure we meet or exceed your expectations. The following topics are discussed in this document: How to contact Compuware Customer Support FrontLine Website: Online Support Tools How Calls are Prioritized Best Practices for Successful Support Interactions How to Contact Compuware Customer Support Support services for Compuware products are offered via , FrontLine, our Customer Support website, and by phone as indicated in Table 1. After-hours support is offered for emergency situations (Priority 1 issues, as defined in Table 2) and is accessible using the same phone numbers. For Japanese customers, after hours phone number differs. For licensing issues, please contact AP Helpdesk regardless of your location. Table 1: Business Hours and Contact Information Helpdesk Location Telephone AP Helpdesk Monday to Friday 8:00am-6:00pm (AEST) [email protected] Australia (not a free call number) Guam IDD New Zealand IDD China Helpdesk Monday to Friday 9:00am-6:00pm (Beijing Time) [email protected] China Hong Kong Taiwan IDD (not a free call number) IDD (not a free call number) India Helpdesk Monday to Friday 8:00am-6:00pm (Delhi Time) [email protected] India Indonesia Southeast Asia Helpdesk Monday to Friday 8:00am-6:00pm (Singapore Time) [email protected] Malaysia Philippines Singapore Thailand Compuware Customer Support Services: Mainframe Vantage Uniface 2

3 Helpdesk Location Telephone Korea Helpdesk Monday to Friday 9:00am-6:00pm (Seoul Time) Japan Helpdesk Monday to Friday 9:00 am-6:00 pm (JST) Korea Japan (not a free call number) Business hours: After hours: FrontLine Website: Online Support Tools Compuware FrontLine ( a secure web site housing all of the Compuware support information you need, when you need it. FrontLine provides the technical resources and assistance you need to sustain long-term value in the product(s) you ve purchased. Getting access is easy. Using the online form, register and create your personal user ID and password. Please have your client number available for your initial FrontLine registration. You ll receive confirmation of your user ID and password within one business day. Then simply log in to take advantage of all the features FrontLine has to offer: Conveniently log, communicate and review status of your calls via the Report and Track Calls menu option. Access to reported issues is based upon your FrontLine account ID. Calls opened via FrontLine are assigned a default priority of 3 (see Table 2), unless you explicitly select otherwise. Product documentation is available in various formats, eliminating the usual time-consuming searches for product manuals. Technical Alerts are used by Compuware Customer Support to share important notices about product fixes and/or other situations that may impact your operations. News and announcements deliver news about the latest product releases, fix notifications and upcoming events. Simply register for them at FrontLine. Product fixes/patches and Service Packs may be downloaded to maintain optimal functionality and usability of the Compuware products you own, to deliver long-term value. Join product-related user communities a venue for interactive discussion and peer-to-peer idea exchange, event invitations, and user-driven best practices. Emergency license keys can be downloaded for your distributed or mainframe environments, so you re never without product functionality. Product requests can be submitted directly online, so you re sure to receive updated versions of your licensed software sooner. Articles, White Papers and FAQs to provide answers to frequently asked questions and common methods used to resolve known problems. Beta programs provide you with the opportunity to review information for upcoming releases as well as participate in trials before products are released. Event information keeps you updated on Compuware customer events throughout the year. RSS feeds help you access new product information quickly. You ll find an RSS icon at the head of every Product News page, where you can track news and updates as soon as they are released. Note: Once registered, the Profile hyperlink, located at the bottom of the FrontLine Welcome page, is where you can easily manage your profile and subscriptions (i.e., select the mailings you want to receive). Compuware Customer Support Services: Mainframe Vantage Uniface 3

4 How Calls are Prioritized When reporting an issue for the first time, you will be asked to assign a priority. The following table provides a guideline to help you select the priority: Table 2: Call Priority Assignment and Callback Times Priority Assigned 1 Urgent General Description Major functional issue for which there is no workaround at the time the call is logged. Causes the software or operating system to fail completely. Requires constant restarting of the software or operating system. Prevents the installation of the software. Irretrievable data loss/corruption or severe memory leak. Response Time 1 hour (*) 2 High Explicitly documented major functionality of the software is missing or not usable. Obscure, difficult to reproduce, infrequent crashes, hangs or abends. Software cannot be used as designed, advertised or documented. Documentation issue leading to a severe error, installation failure or data corruption. No workaround or solution known at the time the issue is logged. 4 business hours 3 Medium It does not meet the criteria of a priority 1 or priority 2. General question related to installation, product functionality or usage. Situations in which the functionality of the product is slightly restricted. Some business impact. Priority 3 issues usually have workarounds. 8 business hours 4 Low It does not meet the criteria of the previous priorities. Low priority request for information. A defect in very obscure product functionality. Misspelling in the documentation or in a product screen. Cosmetic problem. 2 business days (*) Verbal contact with a Compuware Support Analyst is required to open a Priority 1 call. Assigning call priorities Assign priority 1 conscientiously. Careful assignment of priorities guarantees resources are available if an emergency occurs. When reporting time-sensitive issues, you may want to use the Response Time as a guideline for the selection of the priority. Evaluate call priority over time, requesting a reassigned priority as necessary. For example, an issue that was not a major concern three weeks ago may now be a higher priority due to an approaching deadline. Compuware Customer Support Services: Mainframe Vantage Uniface 4

5 Best Practices for Successful Support Interactions Before you contact Customer Support - When you experience a problem or encounter a question about product usage, there are alternatives that you may want to investigate before contacting Customer Support: Reference the product documentation. Search FrontLine, the Customer Support website, in particular, the Documentation, Fixes/Downloads and the Technical Reference sections. (See Figures A & B) Search the product s internal help topics. If you have not been able to resolve your issue in these ways, the next step is to log a call with your local support organization via telephone or FrontLine s Report and Track Calls menu option. Figure A: Compuware Customer Support Services: Mainframe Vantage Uniface 5

6 Figure B: When contacting Compuware Customer Support Calls can be serviced most effectively if the following information is provided when you log an issue with Customer Support: Compuware client number Company name Caller s name, phone number and address Product name and version number (including the build number) Platform (basic hardware specs, OS and version number) Description of the problem Timeframes, deadlines and business impact concerning the technical issue being reported Entire text of the error messages, if any (or log files that reflect the message) A screenshot of the problem, when possible A description of the steps taken before the problem occurred (or how to replicate the problem, if known) Steps followed while attempting to resolve or troubleshoot the issue (and their outcome, if any) Compuware Customer Support Services: Mainframe Vantage Uniface 6

7 The Escalation Process As a customer, it is your prerogative to evaluate the priority of a reported issue over time, and request a reassigned priority as necessary. This is the most effective way to bring higher visibility to an issue, making it known that it is necessary to expedite the problem resolution to avoid impacting your operations or a deadline. If you are not satisfied with the level of service you have received from Customer Support you may initiate a formal escalation. Compuware has established an escalation procedure to provide its customers with a consistent level of service for support issues. This procedure consists of sequential levels of escalation. The customer s first point of contact is always the Support Analyst handling the issue, who can be reached via phone or FrontLine. Using the same contact methods, the first escalation point is the Support Analyst s Team Lead, followed by the Manager of Customer Support. When escalating via phone you will be asked to provide the call number associated to the issue you are escalating. Customer Survey Compuware is committed to improving support services to our customers. Your feedback plays an important role in evaluating our existing support services. Once a call is closed, you will receive a survey request to obtain your feedback. Completing the survey gives you the opportunity to influence our support process. At most, one survey request is sent to a customer contact (per Compuware product) on a monthly basis, regardless of how many issues have reported. If you are interested in providing feedback on all the issues reported to Customer Support, you may do so by using the Customer Survey link located in the FrontLine Welcome page. Compuware Customer Support Services: Mainframe Vantage Uniface 7