Amdocs Support. Maximize your investment

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1 Amdocs Support Maximize your investment

2 Maximize Your Investment Amdocs Support offers a unique and comprehensive set of support services that enable service providers to accelerate the value gained from their investment in Amdocs, while maintaining continuous systems operations. Amdocs Support s unified offering, which is based on extensive experience with business-critical applications, helps Amdocs customers overcome their challenges and experience success. WITH AMDOCS SUPPORT, SERVICE PROVIDERS CAN: Optimize performance and proactively resolve system issues Attain efficiency and peace of mind through high systems availability Restore system issues before they impact the end users Benefit from Amdocs top experts Accelerate the value of their systems Stay ahead of the competition by being at the forefront of innovation Speed time to market through technology advances and technical consultation Reduce costs Decrease total cost of ownership by leveraging Amdocs product experts, best practices, latest application features and newest technology Reduce multiple vendor overhead by choosing a one-stop-shop providing unified support This document provides an overview of the Amdocs Product Support packages. It will be revised periodically to reflect changes in the products being supported as well as the processes, procedures and technologies being used to deliver that support. The latest version of this document is posted on the Amdocs Product Support website 2 Amdocs support

3 Amdocs Support Offering Meeting Your Business Needs Amdocs Support services are designed to provide the right support for your business. The comprehensive Product Support package features the services necessary to meet business-critical support requirements. The package can be further enhanced with Amdocs Premium Support packages. Amdocs Extended Support Services offer a range of advanced Product Support PRODUCT SUPPORT Preferred Premium Premium Onsite Ongoing Services Amdocs Support Customization Operations Future releases Support Tools AND Technology ongoing and proactive professional services uniquely designed to avoid faults, optimize performance and ensure superior support across mission-critical systems. Amdocs robust set of automated and proactive Support Tools help provide an advanced and efficient support experience. Extended Support Services Proactive Professional Services Subject expertise Adoption Analysis Optimization Third Party AND Legacy SupporT Legacy B/OSS Third Party By on-going adoption of the latest maintenance release of Amdocs Charging, we are continually optimizing our billing system to support dramatically growing customer volume, expanding our services and billing packages, and seeing immediate ROI. MILAN ZIKA, VICE PRESIDENT OF IT, T-MOBILE Amdocs support 3

4 Amdocs Product Support Amdocs Product Support is comprised of three tiered components. The Amdocs Preferred Support package includes a wide variety of support services to maintain business-critical applications. It can be further enhanced with the Amdocs Premium Support package for committed service level agreement restoration time and a dedicated support account manager. The Premium Onsite Support offering provides pinpoint support services onsite, including speedy service level agreements for core and customization layers, performed by Amdocs proven support experts Preferred Support An extensive range of essential support services for business-critical applications: Premium Support Committed SLA and enhanced, personalized experience: Premium Onsite Support Premium onsite support for core, customization & ongoing services: Consistent business performance Advanced case handling Proactive tools and services Product innovation Products updates and evolution Connected support experience Personalized services Support community Business-oriented SLA Dedicated Support Account Manager Core and customization support Committed, unified SLA Amdocs top support experts onsite Customization development Technical consultation Functional planning 4 Amdocs support

5 Amdocs Preferred Support Amdocs Preferred Support provides a personalized, proactive support experience. It enables continuous business innovation and maximizes investment. The package boasts many rich features, enabling Amdocs customers to benefit from consistent business performance and stay ahead of the technology curve. Preferred Support Comprehensive, feature-rich, proactive product support for your business-critical applications. Consistent business performance Advanced case handling All day, every day availability for business-critical cases Committed response time Centralized front desk Industry-proven case flow methodology Product developer support Support for bundled third party products Product innovation Product updates and evolution Proactive maintenance releases Entitlement to new product releases Online download center Connected support experience Personalized services Support via Web, phone and Self-configured online reports Technical queries Onsite visits Web collaboration services Business innovation workshops Proactive tools and services Amdocs Log Explore fault detection tool Amdocs monitoring and control tool Advanced case prioritization Patch advice service Plan-ahead service Support community Amdocs self-service support portal Online case logging and tracking Support community forums Online knowledge base Intelligent search engine Meet the Experts online sessions Online documentation Amdocs support 5

6 Amdocs Premium Support Amdocs Premium Support is designed to simplify and enrich the customer experience through a business-oriented service level agreement that provides a dedicated support account manager and guarantees a committed timeframe for problem restoration. It is an optional, supplementary package to Amdocs Preferred Support. Amdocs Premium Onsite Support The Amdocs Premium Onsite Support component increases peace of mind and reduces risk. The offering includes speedy service level agreement support for the core and customization layers, as well as other technical consultancy services. This service is provided by Amdocs finest support experts and monitored by the Amdocs Support organization for additional back-office assistance. Premium Support Committed SLA-based support service focused on your most critical business needs. Business-oriented service level agreement Committed restoration time High priority case-handling Dedicated support account manager Personalized support experience 360 degree view of customer product support Customer-specific reporting and communication Future planning of deployment activities Premium Onsite Support Premium onsite support for core, customization and ongoing services. Comprehensive onsite support Support for system core and customization Committed, unified service level agreements for cases restoration Preventive support to minimize solution faults Full access to back-office experts Support implementation of new maintenance releases Ongoing services Review and definition of new requirements Ad hoc reports and data extracts Change request customization and development (limited) Consultation on test scenarios and new functionality planning Evaluation of feature updates and upgrades 6 Amdocs support

7 Amdocs Extended Support Services Amdocs Extended Support packages go far beyond core product support. Ongoing Support Services provide proactive support, ongoing operational support and future planning. Amdocs pinpoint Professional Services solve key challenges across the entire solution lifecycle for successful project completion and effective system adoption. The Third Party and Legacy Support provides a range of critical support services for synergetic third party and legacy business-critical applications. Ongoing Support Services Comprehensive solution and operational support Proactive Professional Services Pinpoint services solving key challenges across the entire solution lifecycle Third Party & Legacy Support Extensive range of essential support services Solution Support Case management Testing review Technical consultations Operational Support Job execution Configuration and parameters support System monitoring Infrastructure activities Business Processes Operations (BPO) Future Releases Support Supports new business needs Operational Optimization System health check Operation tuning New business requirements analysis Customer Advisor Technical consulting expert Proof of Concept Demonstrate pre-defined or tailored business scenarios Upgrade start-up Upgrade assessment Upgrade training Upgrade kickoff Applies to Amdocs synergetic domains Legacy and third party B/OSS IT systems Telecom specific enterprise apps such as data warehouse, business intelligence Enhanced support for customers postproduction third party & legacy solutions Advanced, automated case handling Proactive services and tools Personalized services Support community Amdocs support 7

8 Amdocs Ongoing Support Services Amdocs Ongoing Support offers solution support by product experts for Amdocsinstalled solutions, including case analysis and restoration, optimization of system operability and cost-efficient operations support. It also features future releases support, including enhancement planning and implementation, to ensure systems keep pace with your business. Solution Support Ongoing, comprehensive support for Amdocs-installed solutions. Case management 24/7 availability for critical cases SLA for response and restoration time Analysis and location of the problem source Support in recovery of errored data Case registration and tracking Design and deliver of workarounds Core product case coordination Implementation of solution releases Customization layer code fix Customization code fix design and development Customization and configuration code fix Customization layer s updates roll-up to next core release Technical consultation Design reviews support Help customers overcome technical difficulties Testing Review Test cases review for code fix Test cases review for new releases Review customers detailed test scenarios to validate testing coverage 8 Amdocs support

9 Operational Support Optimize system operability to ensure maximum systems benefit and cost efficient operations. Job Execution Production environment application jobs (load and run) Report and record all operations incidences Configuration and parameterization Business parameters set-up and maintenance Product Catalog management (where installed) System monitoring and control Ongoing solution monitoring Application error messages and support requests management Infrastructure activities Database management Production environment management Operating system adjustment, as needed Future Releases Support Enhancement planning and implementation ensure that systems respond to today s dynamic market requirements and keep pace with the business. Supporting new business needs Capture requirements and recommend improvements Support for translating business requirements to software requirements Customization enhancements impact assessment Release management/production management Test scenarios consultation Just as XL relies on Amdocs Convergent Billing, ongoing Amdocs Product Support and Maintenance is also a vital enabler for the XL business strategy. Through their excellent understanding of our business needs, Amdocs Product Support helps IT continue to meet XL s business requirements Dian Siswarini, CTO, XL Axiata Amdocs support 9

10 Amdocs Proactive Professional Services Amdocs Proactive Professional Services, which are provided by Amdocs applications experts, are pinpoint services that solve key challenges across the entire solution lifecycle for successful project completion and effective system adoption. OPERATIONS OPTIMIZATION System health check System performance monitoring Recommend adjustments and tuning of the system set-up Identification of system bottlenecks and advice on issue restoration across all layers Operation tuning Optimization of system operability Reduce inefficiencies and costs, shorten critical processes and automate tasks Support system tuning UPGRADE START-UP AND TRAINING Upgrade assessment Upgrade effort estimation support help establish the business case for an upgrade to support decision-making Upgrade training Product knowledge transfer to the customer s IT staff Upgrade kickoff First phase run-through by Amdocs CUSTOMER ADVISOR Point of contact and technical consultancy across the solution s lifecycle PROOF OF CONCEPT Demonstrate business scenarios adjusted to specific business needs New business requirements analysis Recommend a path for achieving new functional goals Capture the customer requirements Evaluate optional impact on the current system s performance and functionality 10 Amdocs support

11 Amdocs Third Party and Legacy Support Amdocs Third Party and Legacy Support offers an extensive range of unified and verified support services for synergistic third party and legacy business-critical applications. Our post-production support for B/OSS IT systems and telecom-specific enterprise apps gradually reduces total cost of ownership. As a centralized, one-stop-shop with top telecom experts, Amdocs decreases our customers risks and increases time to market. Amdocs Third Party and Legacy Support An extensive range of essential support services for business-critical applications. Advanced, automated case handling Self service portal Front desk service Level 2 support Third Party support sync Proactive services and tools Customization layer support Fix coordination and tests Automated tools Personalized services Reports Measurements/service level agreements Support Account Manager (optional) Onsite Expert (optional) Support community Single login to integrated online support community Community discussion forums Documentation and solutions knowledgebase Amdocs support 11

12 Proactive Support Tools and Technology Amdocs Support utilizes a wide set of proactive tools and advanced technology for faults tracking and prevention, and for performance monitoring and optimization. These tools enable our customers to enjoy an advanced and efficient support experience. The following tools and technology are used by Amdocs and independently by customers: Amdocs Log Explore Embedded monitoring and improved problem diagnostics Real-time analysis of the application log and problem identification for faster time to restoration Amdocs Monitoring and Control Constantly monitors Amdocs products-related production systems Increases operational efficiency and ensures that problems are identified and handled before they become critical Next Generation Online Support services suite Self-service portal, interactive knowledge base, download center, reports, etc. Amdocs Product Support Community Enjoy a collaborative support experience Speed time to value and achieve greater independence Cross Portfolio Installer Portfolio-level solution for setup and deployment of Amdocs applications (install, configure and maintain) Sample list of tools that are used internally by Amdocs support experts: Hot Fix tool environment operation tool A unified, smooth, traceable process for deploying software hot fixes Database Deployment Management Building and maintaining environment databases Creating and running patches and upgrades Transaction Performance Management Monitors, measures, analyzes and tunes systems Alerts for performance problems and bottlenecks, and drill-down to the root cause Code Build tool Code review and code comparison Track changes, enable roll-back and review Memory leaks detection debugger Supports batch mode memory leak detection Analyzes the application during runtime Testing automation tools Reduces the time and effort of generating test flows Amdocs SMART (Support, Monitoring, Analysis & Remote Troubleshooting) Enables Amdocs to investigate and troubleshoot the Amdocs Online Charging environment 12 Amdocs support

13 Amdocs Support We provide the most extensive and professional support services for your business-critical applications, so that you can confidently continue to deliver the best experience to your customers. Amdocs provides the vision, products, services and business processes to drive growth, create operational efficiencies and enable greater agility to help service providers while they transform into experience providers. Our offerings are backed by Amdocs deep industry insight, successful implementations and experience in product development. Amdocs Product Support provided the right attention during this critical period, through Support Account Manager Services, effective request prioritization, and around-the-clock case handling. This personalized support approach helped to ensure a smooth upgrade process. Prem Prakash, Development Head-CRM, Reliance Communications Amdocs support 13

14 About Amdocs For 30 years, Amdocs has ensured service providers success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA Austria ISRAEL SPAIN CANADA CHINA CYPRUS kazakhstan SWEDEN COSTA RICA INDIA CZECH REPUBLIC THE NETHERLANDS UNITED KINGDOM MEXICO JAPAN FRANCE POLAND United Arab Emirates - Dubai UNITED STATES Philippines GERMANY RUSSIA Singapore IRELAND SOUTH AFRICA Taiwan THAILAND VIETNAM For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright Amdocs All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. Created 2/2012