itv FAQs and Training Guide For the Microsoft Mediaroom Weather application Naomi Lipowski

Transcription

1 itv FAQs and Training Guide For the Microsoft Mediaroom Weather application Naomi Lipowski

2 General FAQs itv Marketing page on The Weather Network website (Bilingual): Provides a general overview + access to general FAQs Which cities are available for me to select from? - All major cities across Canada as well as cities around the world. How many favourites can I have? - Up to 10 favourite cities.

3 The Weather App Launch on Mediaroom The application will know the postal code/sgc code of the subscriber and automatically provide the following information: Current Condition: current time, name of the observation station, icon, weather description, temperature, feels like, wind direction and speed, humidity, sunrise and sunset UV forecast (part of current conditions): maximum UV value for the day, time of the maximum Short term forecast: period of the day, icon, weather description, temperature, feels like, rain, snow, wind direction and speed, POP Long term forecast: week day, icon, weather description, maximum temperature, minimum temperature, POP, rain, snow, wind speed and direction Weather warnings: warning type and warning descriptive text. The descriptive text is a free flowing length which scrolls. City Search: ability to personalize the experience by searching for cities and adding as part of city favourites to quickly get information set out above. Can have up to 10 cities in the favourites list. Seasonal Info: Pollen forecast (available from mid March to October): date, a value for each Maple, Alder, Birch, Poplar, Oak, Elm, Grass and Ragweed Bug forecast (summer): date, a value for Black flies, Mosquitoes and deer flies Downhill ski data (winter): date, name of the ski hill, number of runs open, total number of runs, number of lifts open, total number of lifts, snow depth, primary run condition, secondary run condition Units of Measurement: All textual values can be presented in either English or French and all units will be available in either metric or imperial. The Feedback Tab: Allows viewers to scan the QR code with their mobile phones in order to leave feedback. They will receive a Bilingual auto reply once they press send.

4 Benefits to Customers More local and personalized weather info Subscribers/Viewers will be able to conveniently interact with their Weather application The application will know the location of the subscriber and automatically provide pertinent weather information Customize their weather settings by adding/saving cities they frequently check and automatically retrieve pertinent weather information for these cities Plan for Anything

5 Accessing the App The Weather App will be accessed under the Apps heading, via the subscriber pressing menu on the remote OR Via a Bug on the channel tune to the Weather Network (10 seconds after channel tune Bug Duration ~ 20 seconds, it is configurable) Via the Carrier Menu Once launched, the application will launch the Weather Network linear channel with audio in squeeze back mode The application will auto adjust from SD to HD quality based on the resolution of the customers TV, as determined by their STB Ease of Use 5 simple keys on the remote The entire navigation of the application is managed by the up/down/left/right/select buttons

6 Weather Application Screenshots

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23 When viewers scan the QR code an will pop up on their mobile phones and they can start typing feedback and press send. It will go to An auto reply will also be generated.

24 Front Line Trouble Shooting If the viewer has other issues they should feedback. Customer Issue Probing Questions/Troubleshooting Solution/Answer Customer can not add cities Have you gone to City Search button Have you saved city as part of your search Can not getto favourite cities Click up arrow to get to the top of the screen until city name is highlighted Once the City bar at the top is highlighted toggle right and left to toggle between cities for any of the menu items If the customer has validatedall of these steps, and they are still not able to add cities: 1) Go to Main Menu button and toggle to City Search button on the right If still not able to add a city: 2) Exit App and restart app and try step 1 If customer has validated both issues, issue a bug ticket If still not able to add a city: Exit App and restart app and try step 1 If customercan not complete steps, issue a bug ticket How do I Reordercities/remove cities Toggle to City Settings button from the Main Menu Click OK Toggle up to Reorder or Remove and click OK Toggle up and done on the list to highlight the cities and perform reorder or removal To reorder enter # s 01, 02, 03 to reorder the priority listing of favourite cities If still not able to add a city: 2) Exit App and restart app and try step 1 If customer has validated both issues, issue a bug ticket Thereis a service not available message Can customer reset STB? Are they able to access their TV channels? If customer has validated both issues, issue a bug ticket Default city is incorrect Check customer address on account If customer has validated address, issue a bug ticket

25 Escalation Procedure

26 Roles and Responsibilities MTS has entered a license agreement with Pelmorex, support being provided by ES3 for the exclusive use of their PF applications ES3 will provide all hosting, support, repair, maintenance, and enhancements to apps MTS customer care queue will field all calls from end users and try to answer first before passing through to es3 via a ticket for Level 4 support ES3 will then engage Pelmorex when needed

27 Contacting ES3 for Support 24/7 Trouble/Support Ticket Access: Preferred method URL: or Login with assigned userid / password (TBD) 24/7 Support via [email protected] Response will be provided in accordance with support hours indicated in agreement

28 ES3 Ticketing System Site accessed via: ES3 Trouble/Support Ticket - Information to Include & Tracking: Contact name and phone number for ES3 follow ups Ticket number issued as reference for follow up action Description of the problem and impact Include steps to replicate the error Additional info: STB Info / Subscriber Account / VHO accessed Start time of first occurrence Number of occurrence observed / reported since first incident ES3 Follow Up Information Updates: Confirmation of ticket receipt Issue Validation Corrective action for trouble, as applicable ETR (Estimated Time to Repair) Periodic Updates via the Ticket System Resolution and Ticket Closure Follow up confirmation of resolution

29 ES3 Ticket Response Matrix Priority Level Priority Level Definitions/Examples Maximum response time based on stage of resolution cycle: Initial Confirmation Issue Validation Trouble-shoot (L1) Mobilize Sol. Team Status Updates Minimal Minor incident does not affect the operation or availability of system, however requires attention. 5 hours 5 hours 4 hours 4 hours Every 4 hours Priority Standard incident that has a minimal/limited adverse effect to the operation or availability of system to end users. 4 hours 4 hours 2 hours 2 hours Every 4 hours Critical A critical issue that has affected overall operation or availability of the system. 1 hour 2 hours 2 hour 1 hour Every 1 hour Initial Confirmation This includes a) Automatic and response within 5 minutes of ticket submission, and b) ES3 support staff phone confirmation. This support staff confirmation includes the ES3 support team calling back the owner of the specific ticket and confirmation of the details of the ticket. Issue Validation ES3 Support will confirm and or replicate the issue described in the support ticket using ES3 s own testing environment. Trouble-Shoot ES3 support trouble-shooting phase. Mobilize ES3 support development group engaged. Status update Customer status notification intervals.

30 ES3 Escalation Process The escalation process may be invoked by request on a case-by-case basis dependent upon the following: - An apparent lack of response by ES3 - Repeat failure/chronic - Acknowledgement of the ticket has not occurred in a timely manner in accordance with the ES3 response intervals - No updates or follow up observed - The ticket has not been closed out in a timely manner - Unsatisfactory prospects for resolution - Urgency of the support issue on the customer experience

31 ES3 Escalation Process-Cont d Escalation Contacts: ES3 Application Support Daniel Woodley O x25 C. (416) [email protected] ES3 VP of Technology & Support Services: Tony Garofalo O x30 C [email protected] ***Note: The above contacts are only to be contacted upon the conditions for escalations as set forth in the previous slide.

32 ES3-Internal Support Process

33 Thank You