Support Program OpenText Protect Premier Anywhere Customized expert support tailored to specific business needs for customers whose operations run around the clock or are global in reach
Introduction to OpenText Protect Premier Anywhere Deploying and maintaining advanced Enterprise Information Management (EIM) solutions can be complex and involve many technical decisions. Maximizing investment and ensuring end user adoption of OpenText software solutions requires the experience of individuals who understand the process and have successfully implemented technical enterprise deployments in the past. Is it Right for You? The Protect Premier Anywhere support program provides you with a level of support that brings together highly experienced Technical Specialists who will work with your in-house Service Management teams to assist with these challenges and further the achievement of your deployment goals. Plus you ve got extended access to support services for all issues regardless of severity, 24 hours a day, 7 days a week to help support your non-stop or global business. 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 Premier Anywhere Support helps you get the most of that investment. Extended Access to Support Services: Unlimited support for all issues regardless of severity, 24 hours a day, 7 days a week and flexibility to continue partnered troubleshooting and issue resolution through OpenText Global Centers of Excellence, or resume next business day with your regional OpenText Call Center. Advanced Support Expertise: Assigned resources to assist you with issue and escalation management, centralized communication and reporting. OpenText s Program Managers deliver in-depth knowledge of OpenText products as well as best practices and advanced support tools. OpenText will work with you onsite and remotely to provide proactive and preventive support as well as tailored technical assistance to prevent problems, speed resolution, and simplify deployments and upgrades. Improved Issues Support: Make your internal IT department more effective by leveraging OpenText s support competencies. Designed to proactively address risks, minimize downtime, and streamline operations to improve efficiency, accelerate your end-user adoption, and allow the business to focus on just that, the business. 2
Rapid Problem Resolution: Rapid resolution through 24/7 access to OpenText s online support resources, technical support, priority service request handling (1 hour initial response time for all issues regardless of priority), and remote assist. 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. What s Included The OpenText Protect Premier Anywhere support program is customized to meet your needs. Working with you, we develop a program to meet your Service Delivery and Service Support needs by selecting a combination of resources, deliverables, and services from our service catalogue to include in your program. There are two types of assigned resources available to Protect Premier Anywhere subscribers: Program Manager The Program Manager is your single point of contact within OpenText Customer Support, responsible for the relationship and all communication between your Service Management Team and OpenText Customer Support/Development. They are also responsible for the management of the delivery of the program. The Program Manager may also deliver Incident/Problem Management Service Catalogue options like the following: Management of priority call handling Management of all escalations and on-site support Provision of regular status meetings and reporting on outstanding tickets Notification of known issues and patches relevant to your OpenText software solution Technical Resources A Technical Resource is responsible for working with the Program Manager and your Service Management Team to manage the technical scope of the program to which you subscribe. Depending on the service catalogue options you select, their responsibilities may include the following: 3
Becoming familiar with all of the technical operations of your OpenText software environment and acting as the technical lead within the OpenText support organization. Assisting your Service Management team with the creation of plans, policies, tools and knowledge needed to allow them to efficiently administer and support the OpenText software solution. Taking part in the incident / problem management process through delivery of (on-site) third-level support/troubleshooting, critical on-site visits and work on escalated tickets. Carrying out (remote) technical and / or functional administration. Supporting the change / release management of your OpenText software environment. Executing regular proactive system audits and reviews (i.e. Health Check, Capacity Planning). Assisting in implementing and/or auditing the availability, capacity and security management of your OpenText software environment. Focusing on architecture reviews, BCP, monitoring, resource capacity planning, database and product tuning. In addition to customized support management and superior technical consultation, OpenText Protect Premier Anywhere includes the following benefits: 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: The OT Protect Premier Anywhere support program extends your access to include additional OT Support Offices outside of your regional Support hours, offering support for Normal, Serious, and Critical issues. 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 4
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: ONSITE SUPPORT A Technical Specialist is scheduled to travel to your site to provide troubleshooting or configuration assistance. AFTER-HOURS STANDBY SUPPORT A Technical Specialist is scheduled for after-hours or weekend standby assistance to provide a safety net during major changes. CRITICAL ON-SITE SUPPORT A Technical Specialist is made available to go on-site to your location the next business day to provide critical issue troubleshooting and resolution. PRODUCTION SUPPORT A Technical Specialist assists during the final stage of an installation, upgrade or functional expansion of your environment. TECHNICAL ADMINISTRATION A Technical Specialist provides daily technical administration of your OpenText application on a full-time on-site basis. You may also be able to receive off-site or part-time administration if remote access is available to the application. SDK/API SUPPORT The SDK/API service offers assistance with algorithm and code review, debugging and advice. 5
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. CAPACITY PLANNING The continuous recording, statistical analysis and then prediction of the future system s usage of technical resources (hardware, software, and network). This enables upgrades of system resources to be planned appropriately before system performance suffers. MONITORING The real time monitoring of your system so that issues that arise can be verified and corrected quickly. OpenText can help you with the creation and implementation of monitoring, built around and designed to work specifically with your OpenText software system and infrastructure. SECURITY AUDIT The proactive identification of potential security problems in the configuration and usage of the basic OpenText software environment. Architecture and network access issues, including connection settings, are outside of the scope of this service. BACKUP/RECOVERY AND FAILOVER MANAGEMENT The definition, implementation, and follow-on support of a Backup/Recovery and Failover strategy. The implementation of the strategy is tailored to your OpenText software system and infrastructure.your OpenText software system and infrastructure. SLA CONSULTING OpenText can support you with the definition and implementation of an SLA. 6
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. 7
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. 8
PROGRAM OVERVIEW OT Protect Premier Anywhere 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 Premier Anywhere, 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. 9 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
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. 10
PROGRAM OVERVIEW OT Protect Anytime 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