Title: Maximize Your Support Value!
1Maximize Your Support Value!
- Jennifer MacIntosh
- Manager, Support Business Strategy
2Objectives
- At the end of this session you will be able to
Understand our different Support Program
Plans Register yourself on the support
website Use the support website to your advantage
Search knowledgebase Log cases Track ongoing
cases Use TeleSupport more efficiently Escalate
issues when needed
3Agenda
- Global Support Organization
- Support Program Plans
- Software Releases
- Web-Based Support
- Support Process for
- logging, handling, resolving a case
- TeleSupport
- Software Bugs
- Feedback
4Cognos Global Support
To ensure our customers success with Cognos
Enterprise Business Intelligence
5Global Customer Support Organization
- North America - Staff of 150
- Ottawa, ON
- Burlington, MA
- Europe - Staff of 58
- Bracknell, England
- Paris, France
- Frankfurt, Germany
- Asia Pacific - Staff of 16
- Sydney, Australia
- Tokyo, Japan
6SCP Certified
- SCP Certification quantifies the effectiveness of
customer support - Based upon a stringent set of performance
standards - Represents best practices in the industry
- Audited annually
- Cognos confirmed their place among the best
support organizations by achieving SCP
Certification for their North American support
center, said Ben Stephens, SCP auditor. The
Cognos team demonstrated their commitment to
providing world class service to their customers
by passing the rigorous requirements of the SCP
Certification program.
7Support Programs
Standard Support
Standard Plus Support
- Provides comprehensive package designed to meet
the needs of the majority of our customers - Unlimited case logging
- 2 Contacts
- Includes features of Standard
Support - FastPath response time
- 2 Additional Contacts
- 6 Extended coverage cases
8Support Programs
Alliance Support
- Highest level of support
- Includes an assigned Technical Team of Senior
Analysts - Fastest response times, Account Planning
coordination
- Option for multinational customers who want
consistent, Global Support under a single
worldwide agreement. - Can be added to Standard, Standard Plus or
Alliance
9Support Programs
COMPONENT
ALLIANCE
STANDARD PLUS
New Releases and Documentation
Yes
Yes
Yes
Yes
Yes
Yes
Maintenance Releases
Standard
FastPath
FastPath
Telephone Support
4
2
Number of Support Contacts
4
Yes
Yes
eSupport Services (http//support.cognos.com)
Yes
Yes
Yes
Yes
Supportlink Magazine
Yes
Yes
Product Enhancement Program
Yes
Yes
Yes
Case Status Reporting
Problem Alerts
Yes
Assigned Technical Team
Yes
Account Coordination and Planning
Yes
Extended Coverage
option
6 calls included
as required
Additional Support Contacts
as required
as required
10Software Releases
- New Releases
- Major feature enhancements including new
functions, technology and performance - Signified by a change in the version number i.e..
6.0 to 7.0 - Maintenance Releases
- Addresses problems in the software
- Sent to customers who have encountered one of the
problems fixed by the release. - Signified by a change in the build number i.e.
Impromptu version 6.0 506 to 6.0 613 - Available for download from the Global Services
Website
11Software Releases
- Support for Older Versions of Cognos Software
- We strongly recommend customers upgrade as new
releases become available. - Cognos provides support (i.e. Fixes/Patches) for
the current version of each product for a
12-month period from the date that the newer
version is shipped to entitled customers.
12Web Support Tools
- support.cognos.com
- Learn how to register a user
- Knowledge Search
- Support Talk
- Newsgroups
- Support Link
13Register a User
14Registration Page
15Registration Page
16Supported Customers Home Page
17Case Management
- Available to all supported customers
- Use it to create a new Case
- Check the status of an ongoing case
- Monitor existing cases and add information to the
case at any time - Display detailed information about the case
- Only Case Priorities 3, 4, 5 can be logged
using Case Management
18Case Logging Components
- What To Do Before You Log a Case
- Who Should Log a Case?
- What Information is Needed Before Logging a Case?
- Setting the Case Priority
- Options for Logging your case
- Case Logging - http//support.cognos.com
- TeleSupport
- North America 1-800-637-7447
- Europe (excluding Eastern Europe, Italy, Middle
East) - 800 14 COGNOS - Eastern Europe, Italy, Middle East - 44 1344 707
799
19What to do Before You Log a Case?
- A few guidelines will help you make the most
effective use of support - Verify the problem is related to Cognos software
- Attempt to reproduce the problem
- Check the obvious things
- Review all relevant documentation
- Have any changes recently taking place in your
environment? - Log on to our Web site and use the Knowledge
Search
20Who Should Log a Case?
- Number of contacts is dependent on your Support
Plan - Standard - 2
- Standard Plus - 4
- Alliance - 4
- All inquiries must be channeled through one of
these contacts - Additional contacts may be purchased if required
- To Change contacts
- Contact profile
- http//support.cognos.com/servlet-cs/updatecontact
21What Information is Needed Before Logging a Case?
- Be prepared to provide the following information
- Your customer support number
- Your case reference number, if it is an ongoing
case - The phone number where you can be reached
- Have the version numbers of
- Operating System
- Database
- Product version and build number
- A description of what you were doing when the
problem occurred - Any steps you have taken to attempt to solve the
problem - The exact wording of any error messages that
appeared on your screen.
22Setting Case Priority
Alliance
Standard
Definition/Impact
Priority
23Case Handling
- Using Telesupport
- Priority 1 cases are routed to the first
available support analyst - All other cases are logged by Administrative Team
and placed in the Callback Pool - Ongoing Cases
- Case Management
- Add updates
- Check for status
- Attach files
- Telesupport
- Use the IVR to enter case reference number to be
transferred to the analyst working on the case.
24Case Commitment
Case Commitment
Priority
25Case Resolution
- Case Resolution
- Customer and analyst work together to determine
when a case should be marked resolved. - Cases can be resolved in several ways
- Analyst determines cause of problem and explains
steps to resolve. - Problem is determined to be a bug and the support
analyst attempts to find a work around - Problem cannot be reproduced, but is logged and
addressed again when further information becomes
available.
26Case Escalation
- Case Escalation
- Customers who have concerns on how a case is
progressing can ask the analyst to have the case
escalated. - Database triggers notification when case is not
progressing. - Critical case reassignment on cases without
resolution.
TSA Net
- Multi-Vendor Coordination TSA Net
- Another avenue of escalation
27What if its a bug?
- If the issue you are encountering is deemed a
bug the following occurs - Recorded in problem tracking system
- Hot fixes available for emergency problems
- Considered for delivery in Maintenance Releases
- Problem Reproduction
- Partnership
- Your participation in preparing test case
28Additional Support Services
- Extended Coverage
- Senior analysts available 24x7x365
- Provided in English only from North America
- 190 US/hr minimum 2-hour charge
- Cognos Connect
- Website on CD
- Available as a Quarterly
Subscription
49.95US/Year - http//support.cognos.com/cognosconnect
- Support Link
- Technical Magazine
- Delivered Quarterly to your contacts
- Available on-line
29Providing Feedback
- We count on your feedback to help us determine
your level of satisfaction with our Support
Services. - Information is used to determine how we can
improve - Three types of surveys
- Daily Satisfaction Survey based on resolved
cases - Prognostics Survey comparative survey
- Web-based Survey use the feedback button to
send comments over the web.
30Questions