Maximize Your Support Value!
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Maximize Your Support Value!
Jennifer MacIntoshManager, Support Business Strategy
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Objectives Objectives
At the end of this session you will be able to:
Understand our different Support Program PlansRegister yourself on the support websiteUse the support website to your advantage
Search knowledgebaseLog cases Track ongoing cases
Use TeleSupport more efficientlyEscalate issues when needed
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AgendaAgenda
Global Support Organization
Support Program Plans
Software Releases
Web-Based Support
Support Process for: logging, handling, & resolving a case
TeleSupport
Software Bugs
Feedback
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Cognos Global Support
To ensure our customer’s success with Cognos Enterprise Business Intelligence
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Global Customer Support Global Customer Support OrganizationOrganization
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
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SCP CertifiedSCP 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.”
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Support ProgramsSupport Programs
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
Standard Support Standard Plus Support
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Support ProgramsSupport Programs
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
Global SupportAlliance Support
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Support ProgramsSupport Programs
STANDARD
12 calls included
COMPONENT ALLIANCESTANDARD PLUS
New Releases and Documentation
Maintenance Releases
Telephone Support Standard FastPath
2 4Number of Support Contacts
Yes YeseSupport Services (http://support.cognos.com)
YesSupportlink Magazine™
Yes Yes
Case Status Reporting* Yes
Problem Alerts
Assigned Technical Team
Account Coordination and PlanningExtended Coverage option 6 calls included
Additional Support Contacts
as required as required
YesYes
Product Enhancement Program
FastPath
4
Yes
as required
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
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Software ReleasesSoftware 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
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Software ReleasesSoftware 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.
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Web Support ToolsWeb Support Tools
support.cognos.com
Learn how to register a user
Knowledge Search
Support Talk
Newsgroups
Support Link™
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Register a UserRegister a User
http://support.cognos.com
Click “Register Now”
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Registration PageRegistration Page
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Registration PageRegistration Page
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Supported Customers Home PageSupported Customers Home Page
Comprehensive Search
Change in your organization?
Contact Us
Looking for a maintenance release?
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Case ManagementCase 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
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Case Logging ComponentsCase 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
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What to do Before You Log a Case?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
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Who Should Log a Case?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
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What Information is Needed Before What Information is Needed Before Logging a Case?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.
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1 hour4 hoursSuggestion/product enhancementWebsite useDocumentation use
5 - Informational
1 hour3 hoursTips/Techniques
Report design assistance
4 – How To’s
1 hour3 hoursFormatting problems on a report
Software error for which there is a customer acceptable work around
Minor performance degradation
3 – Operational Issue
½ hour2 hoursProduct not functioning under load
Executives can not access reports
Deployment date at risk
2 - High Level Production or Emergency Development Issue
Direct connect
Direct connect
Can’t start any Cognos productsData IntegrityEntire report suite unavailableFinancial statements won’t close for reporting period
1 - Emergency Production Issue
AllianceStandard
Definition/Impact
Priority
Setting Case Setting Case PriorityPriority
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Case HandlingCase 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.
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Case CommitmentCase Commitment
Provide customer with direction on how to solve the issue.5 - Informational
Provide customer with direction on how to solve the issue.4 – How To’s
Work with customer to provide a workaround or resolution in a timely manner.
Require customer to be available as required.3 – Operational Issue
Must be willing to collaborate with Cognos fulltime throughout the business day as reqired.
Cognos requires customer to be available onsite or by pager during CS hours
May require customers’ help in gathering information, testing and applying fixes.
2 - High Level Production or Emergency Development Issue
Will work with customer as long as customer is available during regular business hoursRequire commitment from customer to involve necessary people to work on issueMust be willing to collaborate with Cognos fulltime throughout the business day.
1 - Emergency Production Issue
Case Commitmen
t
Priority
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Case ResolutionCase 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.
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Case EscalationCase 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.
Multi-Vendor Coordination – TSA Net
Another avenue of escalation
TSA Net
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What if it’s a bug?What if it’s 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
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Additional Support ServicesAdditional Support Services
3. Support Link™
Technical Magazine
Delivered Quarterly to your “contacts”
Available on-line
1. Extended Coverage Senior analysts available 24x7x365
Provided in English only from North America
$190 US/hr – minimum 2-hour charge
2. Cognos Connect Website on CD
Available as a Quarterly Subscription – $49.95US/Year
http://support.cognos.com/cognosconnect
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Providing FeedbackProviding 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.
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Questions