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Maximize Your Support Value!

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Title: Welcome to Cognos Global Support! Author: thomast Last modified by: macintoj Created Date: 2/1/2002 2:36:28 PM Document presentation format – PowerPoint PPT presentation

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Title: Maximize Your Support Value!


1
Maximize Your Support Value!
  • Jennifer MacIntosh
  • Manager, Support Business Strategy

2
Objectives
  • 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
3
Agenda
  • Global Support Organization
  • Support Program Plans
  • Software Releases
  • Web-Based Support
  • Support Process for
  • logging, handling, resolving a case
  • TeleSupport
  • Software Bugs
  • Feedback

4
Cognos Global Support
To ensure our customers success with Cognos
Enterprise Business Intelligence
5
Global 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

6
SCP 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.

7
Support 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

8
Support Programs
  • Global Support

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

9
Support 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
10
Software 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

11
Software 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.

12
Web Support Tools
  • support.cognos.com
  • Learn how to register a user
  • Knowledge Search
  • Support Talk
  • Newsgroups
  • Support Link

13
Register a User
  • http//support.cognos.com

14
Registration Page
15
Registration Page
16
Supported Customers Home Page
17
Case 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

18
Case 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

19
What 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

20
Who 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

21
What 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.

22
Setting Case Priority
Alliance
Standard
Definition/Impact
Priority
23
Case 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.

24
Case Commitment
Case Commitment
Priority
25
Case 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.

26
Case 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

27
What 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

28
Additional 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

29
Providing 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.

30
Questions
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