Support Program OpenText Protect Anytime Critical issue support for the OpenText applications powering your key business processes
Introduction to OpenText Protect Anytime For more than 20 years, OpenText has been helping customers take control of, and profit from, their content. Over the course of our journey, we have undergone a number of changes, but one thing has remained the same - our commitment to customer success. We understand the strategic nature of your IT investments. OpenText technologies help our customers run their day-to-day operations. What s more, we know that, in the unforgiving world of modern day business, downtime can negatively impact a company s revenue and brand. That s why it s essential to keep mission critical systems up and running. Is it Right for You? With OpenText Protect Anytime, you ve got the support coverage you need to quickly restore the OpenText applications supporting your critical business processes. Unlimited support for production down issues, 24 hours a day, 7 days a week. 1 hour initial response time for critical issues. What are the Benefits? You ve made an investment in OpenText software to grow your business, lower costs of operations, and reduce information governance and security related risks. OpenText Protect Anytime Support helps you get the most of that investment. Rapid Problem Resolution: Rapid resolution through 24/7 access to OpenText s online support resources, technical support, priority service request handling, and remote assist. Service Request Prioritization: 1 hour initial response time for production down issues to keep your OpenText non-stop systems and software up and running. Product Innovation: Continuous access to innovation including product updates, enhancements, and new releases at no extra charge. Unique Support Policy: OpenText s unique three year support policy and superseding support option so that you can upgrade on your own schedule. Support Delivered by Experts: Whether you deploy your OpenText solution on-premise or in the cloud, you ll benefit from experts with years of experience supporting your OpenText solution. Our experts offer innovative ways to look at Enterprise Information Management, our software and your business needs. 2
What s Included OpenText Protect Anytime provides unlimited phone support for production down issues, 24 hours a day, 7 days a week. This direct connection to OpenText anytime a critical support need arises can help you maximize uptime, lower support costs and boost IT productivity by reducing time spent troubleshooting and resolving issues. In addition to extended access to support services, OpenText Protect Anytime includes: Software Updates/Upgrades: Product upgrades, maintenance releases, patches and documentation will be made available to you at no additional charge. Subscribers are notified of new software versions in regular information bulletins. By installing the latest versions and patches, you enhance the stability of your system and ensure that your OpenText software environment is performing at optimal capacity and maximizing your investment. Product Enhancement Input: As a subscriber to the Software Maintenance Program, you have the ability to submit suggestions for product enhancements. Support Services: Subscribers may contact their regional Support Center during standard working hours by phone, email, fax, or via our web-based Customer Support site. OpenText Expertise: All support queries are handled by a team of more than 450 dedicated OpenText Customer Support employees. Online Resources: Our comprehensive customer support portal, OpenText Knowledge Center, is your gateway to an extensive knowledge base along with the ability to register and track your issues online. It provides access to: Documentation for all product versions A library of articles describing proven solutions to known issues Technical tips and instructions for installing, administrating, and troubleshooting Newsletters, communities, papers, and blogs related to your product Important news regarding all products, plus the latest upgrades and patches Ability to open your own support calls, update the status of these calls, and check all planned and completed activities. This gives you an overview of all current activities related to your support requests and cases, at all times Optional Upgrades to Premium Support: As a subscriber to OpenText Protect Anytime, you always have the option to expand your coverage to include other Protect support programs offered by OpenText, such as OpenText Protect Premier and OpenText Protect Premier Anywhere. 3
Superior Customer Service the OpenText Way We understand the importance of protecting your OpenText technology investment. That s why we ve built a support organization on the foundation of customer success. Our global network of product specialists and customer service representatives is focused on strengthening relationships with customers and making them more successful with their OpenText implementation. WATERLOO, ON (HEADQUARTERS) ANN ARBOR, MI COLUMBUS, OH CONCORD, CA BRENTWOOD, TN EMERYVILLE, CA IRVINE, CA TUCSON, AZ AUSTIN, TX MISSISSAUGA, ON DALLAS, TX PRESTON, GB OTTAWA, ON BROOK PARK, OH LATHAM, NY NEW YORK CITY, NY GAITHERSBURG, MD RALEIGH, NC ALPHARETTA, GA TALLAHASSEE, FL TAMPA, FL SUNBURY, GB READING, GB GUILDFORD, GB AMSTELVEEN, NL MUNICH, DE TOKYO, JP MANILA, PH HYDERABAD, IN SAO PAULO, BR SYDNEY, AU Like taking your car to a knowledgeable mechanic at your local dealership, OpenText understands the importance of working with someone who understands your issue and the steps necessary to get you where you need to go. Our investment in training, diagnostic utilities and knowledge bases helps ensure Customer Service employees have the troubleshooting, critical thinking, and analytical skills necessary to rapidly resolve your most urgent issues and keep your IT operations running effectively and without interruption. 4
Support Resources at Your Fingertips OpenText Customer Service continues to invest in our online support resources in order to provide customers with a more unified web experience and facilitate a greater level of customer self-service. Using Knowledge Centered Support (KCS) methodology our product specialists capture, evolve, and publish relevant technical knowledge as part of the problem solving process. Customers benefit by getting access to important and timely product information that will help them succeed with their OpenText implementation through our self-service technology. OpenText is proud to offer the Customer Self Service (CSS) mobile app for Android, BlackBerry and ios devices, which allows customers to keep up to date with all of their OpenText Customer Support interactions, including open tickets and bugs, on the go. With the CSS mobile app, customers can even open tickets on the fly from anywhere within their data service network. The customer portal is your one-stop shop for all product downloads, whitepapers, best practices, recorded webinars, alerts and advisories, peer-to-peer forums, and much more. We continually improve the online experience and provide new content based on your feedback. Using our own technology, we are proud to use the customer portal to keep you up to date on your OpenText solutions, provide self-serve knowledge base articles and facilitate a greater level of customer self-service. 5
PROGRAM OVERVIEW OT Protect Anytime Continuous Access to Innovation Technologies and businesses are ever changing, and you need to keep pace with that change to stay competitive. As an OpenText Customer, you can take advantage of new product innovations, stay agile and capitalize on new opportunities. With OpenText Protect Anytime, new releases and software updates are included at no extra charge. What s more, OpenText supports all major releases for three years after release and offers Superseding Support options so that you can upgrade on your own schedule. Partner with a Leader When you partner with OpenText to meet your technology needs, you can be confident that you re getting the products and services you need to be successful. OpenText has been recognized as a leader by top industry analyst firms in multiple solution categories. E N T E R P R I S E I N F O R M AT I O N M A N A G E M E N T 6
Helping you win OpenText Customer Service provides a wide range of support services to assist your Service Management teams in proactively managing your OpenText solutions. Among other things, our services help you achieve peak system performance and reliability, process effectiveness and operational efficiency. These optional pro-active services are enhancements to your OpenText Protect program and can be leveraged when the time is right for your organization. For more information and pricing on these value-added services, please contact supportprograms@opentext.com. Our optional programs include: UPGRADE ASSISTANCE Tap into the experience of OpenText Customer Service to supplement your in-house competencies and IT resources while you upgrade. PERFORMANCE CHECK Our experts work directly with you using a combination of tools, best practices and subject matter experts to provide you with an objective analysis of the configuration, capacity and performance of your environment. HEALTH CHECK Let OpenText Customer Service assess the overall health of your OpenText system and identify areas for improved performance, availability, reliability and efficiency. REMOTE ASSIST Using remote assist, OpenText Customer Service can quickly resolve your issues with live support, screen sharing and chat. 7
Ensuring a Superior Customer Experience Delivering exceptional customer support is the top priority for OpenText Customer Service. In order to ensure we continue to meet our customers needs, we are constantly collecting feedback on what we are doing well and ways we can further improve. OpenText has been selected as a finalist in the prestigious Voice of Customer (VoC) Awards for the last 2 years. The Forrester VoC Awards recognize the depth of OpenText s Customer Experience capabilities, including the application of necessary tools, the ability to hear what customers are saying, the ability to respond to their feedback, and the ability to then make necessary changes to ensure customers are happy and satisfied going forward. OpenText s customer experience initiatives are leveraging customer insight and metrics into the strategic and tactical decision-making processes throughout the organization. As a result of OpenText s Voice of the Customer initiatives, the company has realized measured improvements in customer satisfaction and loyalty, and has experienced significantly more employee engagement and commitment to customer experience excellence. OpenText customers will increasingly feel the benefits of these initiatives as longer term strategic implementations begin to impact the customer experience in day-to-day interactions. By aligning our teams with an OpenText technology, we ve mirrored our Development and Product Management organizations. This increases collaboration within Support and across functions. In addition, this structure helps to accelerate learning and skills development. In the end, you get better service and better products. Our internal processes are aligned to focus on the customer. Ongoing reviews of our Standard Operating Procedures around training, response times, resolution times and communications ensure they continue to support that goal. Each year, audits on the Customer Service organization are conducted to ensure our procedures and best practices are being followed. Training programs are continually expanded in both breadth and depth in order to develop the technical skills of our employees. For example, we ve recently introduced six sigma training to the Customer Service organization as a way to further develop the troubleshooting, critical thinking and analytical skills of our employees. All of our initiatives focus on ways we can strengthen our partnership with our customers and help to make them successful with their OpenText implementation. 8
More Information For more information, contact supportprograms@opentext.com. About OpenText OpenText provides Enterprise Information Management software that enables companies of all sizes and industries to manage, secure and leverage their unstructured business information, either in their data center or in the cloud. Over 50,000 companies already use OpenText solutions to unleash the power of their information. To learn more about OpenText (NASDAQ: OTEX; TSX: OTC), please visit www.opentext.com. www.opentext.com NORTH AMERICA +800 499 6544 UNITED STATES +1 847 267 9330 GERMANY +49 89 4629 0 UNITED KINGDOM +44 0 1189 848 000 AUSTRALIA +61 2 9026 3400 Copyright 2012-2013 Open Text Corporation OpenText is a trademark or registered trademark of Open Text SA and/or Open Text ULC. The list of trademarks is not exhaustive of other trademarks, registered trademarks, product names, company names, brands and service names mentioned herein are property of Open Text SA or other respective owners. All rights reserved. For more information, visit: http://www.opentext.com/2/global/site-copyright.html