© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.

DM9 Training & SupportProduct Support Services Walk-through

Edz SturansVice President, Solution ConsultingFICO

Fahad ShaikhEngineer, Product SupportFICO

Joe MilliganLead Engineer, Product SupportFICO

FICO™ Forum: Debt Manager™ 9 User GroupFairfax, VA | June 4–5, 1014

Agenda

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► Introduction

► Support & Maintenance

► Processes & Tools

► Additional Services

► Questions

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► Global Support Organization►Edz Sturans Oversees Product Line Owners and Regional Managers ►All existing product lines and new Marketplace and Cloud Offerings►Standardization and Consistency across all products

► DM9 Team►Fahad Shaikh—Oversees DM9 support team►Joe Milligan—Technical lead►Expanding Globally to meet demand ►Average years of experience for Tier I & II combined is over 6 years

The Support Organization

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Product Support Services

► Assist with troubleshooting and identifying solutions or workarounds for problems, errors and unexpected behavior with FICO Products

► Clarify documentation and offer additional explanation of software functionality

► Tracking of cases, defects and enhancement requests

► Capture business impact around proposed defects and enhancements

► Help leverage resources such as error logs, utilities and debugging facilities

► Provide a customer view of metrics, case history reports and statuses

► Provide basic upgrade assistance

► Identify needs for additional training, business consulting

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Support & Maintenance Policy

► The FICO Product Support and Maintenance Policy link is posted on Support page of www.FICO.com. It outlines:►Key term definitions►Product Support parameters►Both customer and FICO responsibilities ►SLAs by issue severity level ►Supported software release guidelines►Support hours by region►Renewal, termination and reinstatement

Product Support Services Description

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Severity Level One Issue

► Production Down Emergency: An Error in the production environment that inhibits all or substantially all of the Software from functioning in accordance with its documentation. A severity “one” Error is both severe and mission-critical.►24/7 phone coverage► Immediate escalation ► Immediate communication to highest management

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Escalation Procedures

► FICO Product Support closely monitors response and resolution timeframes. FICO Product Support Escalation Levels: ►Product Support Engineer II/Lead Engineer/Sr. Engineer►Product Support Manager/Senior Manager►Product Management/Product Development ►Product Support Director►Senior Leadership (Product Services Sr. Director or higher, Development

leadership, Product Management leadership)

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Services in Addition to Product Support

► Training/Education Services: FICO Product Education is a fee-based service, available for any of our clients or partners across our solutions. Product Support engineers will assist in identifying and scoping targeted training. Training can be conducted either on-site or remotely. Training is often required as clients experience growth, with the transition of skilled resources, or simply if a client wants to ensure the return on investment in FICO’s products is being maximized.

► Professional Services/Consulting: Many projects are unique to a specific environment, including custom interfacing, unique processing requirements, customized user experiences, and a wide range of other projects designed to maximize competitive advantage. When needed, FICO Product Support can quickly and effectively connect a client with the teams capable to scope, estimate and deliver any non-standard project needed. A FICO Client Service Manager (account team) or the Product Support team can help determine when projects are suitable candidates for these services. Both technical and business consulting services are available.

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► Client experience is FICO’s top priority

► Constantly monitoring performance►Support CSAT surveys►Team client metrics

Customer Experience

► Increase availability and resources►Portal►Email►Phone►24/7 Sev 1►Global footprint► Increased language support►Product specific knowledge

database►Premium Support Services

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Questions and Answers

© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.

Thank You

FICO™ Forum: Debt Manager™ 9 User GroupFairfax, VA | June 4–5, 1014

Edz SturansVice President, Solution ConsultingFICO

Fahad ShaikhEngineer, Product SupportFICO

Joe MilliganLead Engineer, Product SupportFICO