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 under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those agreements. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purpose other than the purchaser s personal use without the written permission of Fiberlink Corporation. All brands and their products are trademarks or registered trademarks of their respective holders and should be noted as such. Fiberlink Corporation 1787 Sentry Parkway West Blue Bell, PA 19422 2
Table of Contents Welcome... 4 Purpose of this Document... 4 Roles and Responsibilities... 5 Getting Started with Fiberlink Technical Support... 6 Overview... 6 Reopening Cases... 6 Three Contacts... 6 Pending Client Action... 6 Reporting a Problem... 7 Before Contacting Software Support... 7 Define the Problem... 7 Gather Background Information... 7 Contacting Fiberlink Technical Support... 8 World Wide Web... 8 E-mail... 8 Telephone... 9 Case Severity Levels...10 Case Response Times...11 Case Status...12 Escalation Management...13 Internal Escalation Schedule...13 Change Management...15 Requesting a Change...15 Turnaround Timeframes...15 Appendix A: Required Information When Opening a Case...16 MaaS360 Mobile Service (formerly Extend360)...16 MaaS360 Mobile Service Dial...16 MaaS360 Mobile Service Wi-Fi...16 MaaS360 Mobile Service Cellular...16 MaaS360 Mobile Service Broadband...17 MaaS360 Mobile Service Functionality...17 MaaS360 Mobile Service Install/Uninstall...17 Fiberlink Endpoint Enforcement Agent (EEA)...17 MaaS360...18 Appendix B: Technical Support Contact Information...19 Appendix C: Authorized Contact Form...20 3
Welcome As a Fiberlink customer, you have access to a wide range of resources designed to help you when you experience issues with our products and services. We strive to provide you with excellent support, and we want you to know what to expect when you contact us. You deserve excellent service from the initial contact to the issue s resolution. We measure our success by your satisfaction. Purpose of this Document The purpose of this document is to provide guidelines and reference materials that you may need when you require Fiberlink service and support. We ve produced this guide with the following objectives in mind: To introduce you to Fiberlink Technical Support To provide information on the support services currently available from Fiberlink, including definitions of programs, policies and procedures To help you to effectively utilize Fiberlink Technical Support Please review this guide carefully as it contains important information regarding the service and support of your Fiberlink products. Thank you for choosing Fiberlink! The Fiberlink Technical Support Team 4
Roles and Responsibilities The chart below describes the roles and responsibilities when interacting with Fiberlink. Role Responsibilities Customer Fiberlink Customer Engineer Fiberlink Technical Support Fiberlink Account Management Fiberlink Support Manager Train users to the appropriate degree on Fiberlink products. Provide 1 st level end user support. Work with Fiberlink throughout the resolution of escalated cases. Communicate the business impact of escalations appropriately. Engage technical and management resources as needed. Understand the customer s environment, project requirements, and business impact. Project management and implementation of new Fiberlink provided services. Understand the business impact of the customer s issue. Provide technical expertise. Troubleshoot and resolve the customer s issues. Provide status updates to the customer throughout the resolution process. Understand the customer s environment, project requirements, and business impact. Monitor customer cases. Provide proactive resources to prevent potential issues. Handle questions related to contracts and billing. Ensure the highest degree of support know-how in the Support organization. Ensure adherence to Support SLAs. Keep apprised of high-priority issues. Handle customer escalations as needed. 5
Getting Started with Fiberlink Technical Support Overview Fiberlink provides 24 x 7 x 365 coverage on all products for all customers. We have two Support Centers, one located in Blue Bell, Pennsylvania and one located in Bangalore, India. Each center is staffed exclusively with Fiberlink employees and is responsible for covering the local business day. Fiberlink support is structured in a NOC to NOC model. End users experiencing issues must first call into their corporate Help Desk. If the corporate Help Desk is unable to resolve an issue it can be escalated to Fiberlink Technical Support. At this point Fiberlink Technical Support will work with the Help Desk and the user(s) to resolve all issues. When you contact Fiberlink Technical Support for assistance, we will document the issue in a case for your organization. We will track each unique issue in a separate case, which has its own case number and title. We will log every contact (e-mails, phone calls, faxes) about the issue into that case. We will close your case when you confirm your issue is resolved, or if you cannot address the issue further. Case closure means no further action is required from Fiberlink. Reopening Cases Fiberlink cannot reopen a case once it has been resolved. Instead, we will open a new case with a reference to the previous case. Three Contacts If we have asked you for information to help us troubleshoot an issue but have not heard from you, we will attempt to contact you on three non-consecutive business days before we close the case. If we receive an out-of-office communication, we will document the timeframe in the case and will attempt to contact you again upon your return to the office. On the third contact, we will set a date/time for case closure at least 24 hours after that contact. Pending Client Action If you inform us that you cannot currently address an issue further (for example, you are unable to update to the latest cumulative patch until your IT staff approves it), we will assign the case a status of Pending Client Action and wait for your next contact. After 14 days, we will send you an e-mail asking if further assistance is needed. If we do not hear from you within seven days after our e-mail communication, we will close the case. 6
Reporting a Problem Before Contacting Software Support In order for our Technical Support team to understand and quickly resolve your software support request, it is important that you take the following steps before contacting us. You will need to gather information about the problem and have it on hand when discussing the situation with the technical support specialist. Define the Problem To expedite the problem solving process, be sure that you can articulate the problem and the symptoms before contacting Fiberlink Technical Support. It is very important that you are as specific as possible in explaining a problem or a question to our technical support specialists. Our specialists want to be sure that they provide you with the precise solution for the problem scenario. Therefore, the better they understand your specific scenario, the better they will be able to resolve it. Gather Background Information To effectively and efficiently solve a problem, our technical support specialist needs to have all of the relevant information about the problem. Being able to answer the following questions will help us in our efforts to resolve your software problem: Define your technical problem in specific terms, and provide the version and release level of the product(s) in question. What levels of software were you running when the problem occurred? Please include all relevant products (e.g., the operating system), as well as related products. Has the problem occurred before, or is this an isolated incident? What steps led to the failure? Can the problem be recreated? If so, what steps are required? Have any changes (hardware or software) been made to the system? Were any messages or other diagnostic information generated? If yes, what were they? It is often helpful to have a printout of the message number(s) of any messages received when you place the call for support. 7
Contacting Fiberlink Technical Support As noted above, Fiberlink provides support for all products and services through its 24x7 technical support center. When calling or submitting a problem to Fiberlink Technical Support about a particular service request, please have the following information ready: Company name Contact information Preferred means of contact Related product and version information Related operating system and database information Detailed description of the issue Severity of the issue in relation to the impact it has on your business operations Product Specific Support Information - See Appendix A for more information You can open a case with Fiberlink Technical Support by telephone, e-mail, or through the World Wide Web on our Internet portal. World Wide Web E-mail The Fiberlink Technical Support portal can be accessed at: http://www.fiberlink.com/support At the Technical Support Portal you will find relevant resources to help you diagnose common problems or open a case with Fiberlink Technical Support. To open, review or update a case through the Technical Support Portal you must first request an account. You can request an account by contacting Technical Support via email or telephone. Fiberlink will respond within 24 hours to all e-mails. Critical issues should always be called in to one of the General Support phone numbers above. To contact Fiberlink Technical Support via e-mail please send your issue to the address below: OPS@Fiberlink.com 8
Telephone To contact Fiberlink Technical Support over the phone please use these numbers: US (800) 546-5750 International (215) 664-1664 If all technicians are busy when a call arrives, the caller will be placed in queue for the next available technician. Fiberlink s goal is to answer all inbound calls within 30 seconds. 9
Case Severity Levels Although we strive to assist you with all issues in a timely manner, we use severity levels to separate mission critical issues from questions, allowing us to respond appropriately to each issue. The chart below defines the severity levels used within Fiberlink Technical Support. Severity Level Definition Critical Problems or issues in the software/service that interrupt or prevent the entire customer population from performing regular business operations Problems or issues caused by the software/service having a catastrophic impact on regular business operations High Problems or issues in the software/service that interrupt or prevent a significant percentage of the customer population from performing regular business operations Problems or issues caused by the software/service having a major impact on regular business operations Medium Problems or issues in the software/service that interrupt or prevent a small percentage of the customer population from performing regular business operations Problems or issues caused by the software/service having a significant impact on regular business operations Low Problems or issues in the software/service that interrupt or prevent an individual user from performing regular business operations Problems or issues having a minor impact on regular business operations Information requests 10
Case Response Times When you create a case with Fiberlink Technical Support, you can expect a return contact and status updates within the targeted response times listed below: Severity Targeted Initial Response Time 1 Targeted Status Updates Critical 30 Minutes < 2 Hours High 1 Hour < 4 Hours Medium 2 Hours < 8 Hours Low 3 Hours < 24 Hours 1 Initial response times given above apply only to issues called into Fiberlink Technical Support. Issues e-mailed to Fiberlink Customer Service will be answered within 24 hours. 11
Case Status A case can have one of the following statuses: Status Type Assigned Work In Progress Pending Resolved Explanation A case has been opened and assigned to a technical support specialist Work has begun on the open case Awaiting information from the customer The solution has been provided. The customer and Fiberlink agree to close the case 12
Escalation Management An escalation elevates the urgency level of a situation to minimize business impact. A case may be escalated to receive more resources and management attention. An escalation may be requested by the customer, or initiated by Fiberlink. If you would like to escalate an issue or are dissatisfied with the handling of your case, contact your Account Manager. Your Account Manager will request the escalation and notify the Support Manager. Internal Escalation Schedule If issues are not resolved in a timely manner, internal escalations and notifications will occur according to the schedule below: Severity First Point of Escalation Second Point of Escalation Third Point of Escalation If ticket is not resolved in 4 hours: If ticket is not resolved in 12 hours: If ticket is not resolved in 24 hours: Critical The Customer Service Manager is contacted by e- mail The Account Manager is contacted by e-mail Ownership of the ticket is transferred to a L3 technician Status updates are provided to the customer and AM every 2 hours The assignee is contacted for the status The Customer Service Director is contacted by e- mail Status updates are provided to the customer and CS Management every 2 hours Additional escalation where appropriate The assignee is contacted for the status The COO is contacted by e-mail Status updates are provided to the customer, AM, CS Management and COO every 2 hours If ticket is not resolved in 12 hours: If ticket is not resolved in 36 hours: If ticket is not resolved in 3 days: High The assignee is contacted for the status The Customer Service Manager is contacted by e- mail Ownership of the ticket is transferred to the L3 technician The Account Manager is contacted by e-mail The assignee is contacted for the status The Customer Service Director is contacted by e-mail The Account Manager is contacted by e-mail Status updates are provided to the customer and AM every 4 hours Status updates are provided to the customer, CS Management and AM every 4 hours Additional escalation where appropriate Status updates are provided to the customer, AM, CS Management every 4 hours 13
Severity First Point of Escalation Second Point of Escalation Third Point of Escalation If ticket is not resolved in 2 days: If ticket is not resolved in 6 days: If ticket is not resolved in 15 days: Medium The assignee is contacted for the status The Account Manager is contacted by e-mail Status updates are provided to the customer every 8 hours Ownership of the ticket is transferred to the L3 technician The Customer Service Manager is contacted by e- mail Status updates are provided to the customer and AM every 8/24 hours The assignee is contacted for the status Status updates are provided to the customer, AM and CS Management every 8 hours Additional escalation where appropriate 14
Change Management This section describes the processes and procedures for change management for all Fiberlink products and services, with the exception of the MaaS360 Services. Changes to the MaaS360 Services are completed by the Customer Engineering team and must be requested through your Account Manager. Requesting a Change Change Requests can be called in or e-mailed to Fiberlink Technical Support. Once the request has been submitted, the process below will be followed: 1. Fiberlink will verify that the requestor is authorized to request changes 2. If the change request was made over the phone we will request an e-mail confirmation from the requestor. 2. Fiberlink will open a unique case in our ticketing system and escalate the case to a Fiberlink Technical Support Specialist for implementation. The case number will be provided to the requestor. 3. The assigned specialist will review the request to ensure that all the required information is present. 4. The assigned specialist will contact the requestor to confirm the change and provide details about the implementation timeframe. 5. The assigned specialist will implement the change, and then send an e-mail confirmation to the requestor that the change is complete. 6. The ticket will be held open in a monitored state for 24 hours. Turnaround Timeframes The turnaround timeframes are: Standard 48 hours from communication of ticket number Escalated 24 hours from communication of ticket number Emergency as needed 2 Authorized contacts are provided during the product implementation. Changes to the list must be e-mailed to OPS@Fiberlink.com from an authorized contact using the form in the Appendix C. 15
Appendix A: Required Information When Opening a Case MaaS360 Mobile Service (formerly Extend360) When opening a case with Fiberlink Technical Support for an issue with MaaS360 Mobile Services, the following information should be provided: MaaS360 Mobile Service Dial 1. Description of the issue 2. Description of the POP 3. PBK version 4. E360 version 5. Username and password 6. Any error messages with screenshots, if possible 7. Message history logs 8. Process logs MaaS360 Mobile Service Wi-Fi 1. Description of the issue 2. Description of the hotspot 3. E360 version 4. Username and password 5. Any error messages with screenshots, if possible 6. Wi-Fi logs 7. Message history logs MaaS360 Mobile Service Cellular 1. Description of the issue 2. Type of cellular card 3. Fiberlink provided card 4. E360 version 5. Username and password 6. Any error messages with screenshots, if possible 7. Message history logs 8. Process logs 16
MaaS360 Mobile Service Broadband 1. Description of the issue 2. Description of the broadband location 3. E360 version 4. Username and password 5. Any error messages with screenshots, if possible 6. Message history logs 7. Process logs MaaS360 Mobile Service Functionality 1. Description of the issue 2. Steps to reproduce it 3. OS version 4. E360 version 5. Policy names and versions 6. Username and password 7. Any error messages with screenshots, if possible 8. Trace logs 9. Message history logs MaaS360 Mobile Service Install/Uninstall 1. Description of the issue 2. Steps to reproduce it 3. OS version 4. Name and version of the install file 5. Any error messages with screenshots, if possible 6. Install log Fiberlink Endpoint Enforcement Agent (EEA) When opening a ticket with Fiberlink Technical Support for EEA, be sure to include the following information: 1. Description of the issue 2. Machine name 3. Log files 17
MaaS360 When opening a case with Fiberlink Technical support for an issue with MaaS360, the following information should be provided: 1. Login username 2. Description of the issue 3. Steps to reproduce 4. Screenshots of problem, if possible 5. Expected outcome 18
Appendix B: Technical Support Contact Information 1. On-site Level 2 Technician 800-LINK-750 (800-546-5750) 215-664-1664 ops@fiberlink.com 2. On-Site Level 3 Technician Call the 800 number above and request a Level 3 Technician 3. Vice President, Technical Support Services Joseph Pappano 215-664-1722 jpappano@fiberlink.com 19
Appendix C: Authorized Contact Form Authorized contacts are the only individuals at a customer who are able to request changes to Fiberlink provided products and services. Modifications to the customer authorized contact list must be sent from an authorized contact to the Account Manager. First Name Last Name E-mail Phone Special Instructions 20