Tems Quality Charter v4 - infovista.com · TEMS™ Customer care organization is dedicated to...

InfoVistaQualityCharterforTEMSCustomers

October16,2017

©InfoVistaSwedenAB(2017)Allrightsreserved.TEMSisatrademarkofInfoVistaSwedenAB.Allothertrademarksarethepropertyoftheirrespectiveholders. 2


TableofContents1 Introduction......................................................................................................................................................3

1.1 Purposeofthedocument..........................................................................................................................3

1.2 ContentDisclaimer....................................................................................................................................3

1.3 Questions..................................................................................................................................................3

1.4 ObjectivesoftheSupportQualityCharter................................................................................................3

2 EligibilityforSupport.........................................................................................................................................4

2.1 WhoisentitledtoreceiveSupport?..........................................................................................................4

2.2 LevelofSupports.......................................................................................................................................4

3 InfoVistaCustomerSupportProgramOverview...............................................................................................6

4 HowtoContactInfoVistaTEMSSupport?.........................................................................................................7

5 CaseManagement.............................................................................................................................................9

5.1 Whatadministrativeinformationshouldbegathered?............................................................................9

5.2 Whattechnicalinformationshouldbegathered?....................................................................................9

5.3 Servicerequestcategories......................................................................................................................10

5.4 InfoVistaPriorityLevels...........................................................................................................................10

5.5 Triggerpoints..........................................................................................................................................12

5.6 EscalationGuideline................................................................................................................................13

5.7 StatusReportingProcess.........................................................................................................................14

5.8 ServicelevelsandtargettimesforProblems..........................................................................................14

5.9 ProblemResolutionProcess....................................................................................................................15

6 HardwareSupport–ReturnMaterialAuthorization(RMA)............................................................................18

6.1 RMAPolicy...............................................................................................................................................18

6.2 RMAProcess............................................................................................................................................18

7 Definitions.......................................................................................................................................................20



1 Introduction

1.1 PurposeofthedocumentThisdocumentisintendedtoinformInfoVistaTEMS™CustomersoftheservicestheycanexpectfromInfoVistaCustomerSupportOrganization(CSO).AlldescribedservicesareavailableonlytoCustomerswhohavecontractedforsupportandmaintenanceservicesandpaidoutstandinginvoices.

1.2 ContentDisclaimerThisdocumentisforinformationalpurposesonlyanddescribescertainservices.Itdoesnotmodifyoramendalicenseagreementinanyrespect.InfoVistareservestherighttomakechangestothisdocumentandthepoliciesandproceduresincludedwithinitatanytime.

ThewordCustomer,asusedinthisdocument,meansanInfoVistaTEMS™Customer.

1.3 QuestionsIfyouhaveanyquestionsconcerninganypoliciesandproceduresincludedwithinthisdocument,pleasecontactCustomerSupportManagementatsupport-mgt@infovista.com

1.4 ObjectivesoftheSupportQualityCharterTEMS™Customercareorganizationisdedicatedtoachievinghighcustomersatisfactionbydeliveringefficientcareandservicestoourcustomersworldwide.

OurcareorganizationdeliversTechnicalHelpDeskservices,technicalsupport,andmaintenanceservicesbytakingmaximumadvantageofourpresencearoundtheglobe.



2 EligibilityforSupport

2.1 WhoisentitledtoreceiveSupport?ToaccessCustomerSupportOrganizationServices,customersmusthavecontractedforAnnualSoftwareSupportServicesandpaidoutstandinginvoices.

NoteregardingHWandSoftwareLimitedWarranty:

LimitedWarrantydoesnotopenaccesstofullSupportServices.Warrantycovers:

● HWfailureexcludingabuse,misuse,negligence,accidentorservicebyunauthorizedthirdpartyfromthedateofdeliverytotheendcustomerduring12months:TypicalcaseisDeadOnArrival(DOA)

● Licensingissues● Softwareissuecausingasignificantdeviationfromthefunctionalityspecifiedintheproductspecification.

2.2 LevelofSupportsInfoVistaTEMS™proposesdifferentcontractsofSupport:

SupportContract Includes

AnnualSoftwareSupportServices

Fullsoftwareproductsupport

AccesstoSupportServices

AccesstoMinor&Maintenancereleases

AccesstoMajorreleases

AnnualSoftwareSupportServices(MinorUpgradeOnly)

ThisoptioncoversthesameservicesliketheAnnualSoftwareSupportexcepttheaccesstotheMajorversions.

AnnualApplianceSupportServicesHardwaremaintenance:Repair&Replacement.

Note:AnnualSoftwareSupportServicesmustbetakenontopoftheannualApplianceSupportinordertocoverHardwareissue.

2.2.1 EndofSupportPolicySoftwareSupportServicewillonlybeprovidedforthecurrentreleaseofthesoftwareandtheprecedingversion.Inaddition,InfoVistawillprovidesupportforeachversionduringaminimumof18monthsfromitsreleaseonthemarketbyInfoVista.EndofLifeandsupporttimelinescanbefoundontheTEMSPortal.



2.2.2 AnnualSoftwareSupportServicesSoftwaresupportallowaccesstoTechnicalServiceDeskwithawebticketingsystem,definedSLAsforresponsetimesandaccesstodocumentationandinformationaroundtheproductandsoftwarereleasesontheTEMSPortal.

NoteregardingScannerpurchasedthroughInfoVista.WedoprovideHardwareRMAserviceforScanner.However,anyquestionorissueregardingScannerswillberedirectedtotheappropriatevendorinaccordancetotheirSLAs.

MinorandMaintenanceReleasesallowthecustomertoreceiveandusenew,enhancedversionsofthesoftwareincludingerrorcorrectionsunderminorormaintenancereleasesastheybecomeavailable.Note,theseincludedreleasesdonotgivecustomerstherighttouseanynewInfoVistasoftwareproducts,justtheonesforwhichtheyhaveavalidlicense.

MajorReleasesallowaccesstomajorreleases(versionlevelX.y.z).

2.2.3 AnnualApplianceSupportServicesHardwaremaintenanceissupportedwitha7dayturnaroundtoshiparepairedorreplacementunitfollowingourreceiptofareturnedunitinaccordancewithapreviouslyissuedReturnMaterialAuthorization(RMA)andthesparepartsandreplacementcomponentsareincluded.

WithHardwareMaintenance,customersbenefitfromremotetroubleshootingassistanceandtimelyreplacementofmalfunctioningunits,thusreducingdowntimefortheirsystems.

HWissupportedasfollows

• InfoVistaHardware(e.g.MTP-4,ACUR2,RTU,MTU,EMU,DU,MDU)coveredundertheAnnualApplianceSupportuntilthehardwareinquestionisnolongersupportedhardware(endofsupportdatehasbeenreached)

• ScannerssupportedaslongasbackedbyOEMsupplier.However,Inthatcase,itwillbesupportedwitha30daysturnaroundtoshipandreturntheunit.Enhancedreplacementarenotincludedandmustbeseparatelypurchased.

• Phones/datacardsnotHWmodifiedbyInfoVistaoranyother3rdpartyappliancessuchasbatteries,GPSarecoveredonlybythe12monthsinitialwarrantyandwillnotbecoveredbytheAnnualApplianceSupport.

• DevicesthatareHWmodifiedbyInfoVista,inordertobeinstalledinInfoVistaHWortoallowexternalantennasarecoveredbytheAnnualApplianceSupport

Note:Hardwaremaintenancedoesnotapplytoproductssubjectedtoabuse,misuse,negligence,accidentorservicebyunauthorizedthirdparty.



3 InfoVistaCustomerSupportProgramOverviewDependingonthenatureoftheirrequests,customerscanhaveaccesstothefollowingservices:

ServiceSolutionsProgram Features

HelpDesk

• UnlimitedaccesstotheCustomerSupportOrganizationin8x5(excludingSaturday&Sundayandsomebankholidays)

• Telephoneaccess• AccesstoouronlineWebTicketingsystem• EscalationProcesstoCustomerSupportManagement.• CustomerSatisfactionSurvey

TechnicalSupport&Maintenance

• ResponseTime• RemoteAccess• Accesstobugcorrection• Statusupdate

HardwareManagement

• Sparepartsmanagement• Repairservice• Repaircostsofgoods• RMAturnaroundtime• ShipmentfromInfoVistatocustomerincluded

InformationServices

ThroughourTEMSPortal:

• KnowledgeBase,FAQs• ProductDocumentation,• ReleaseNotes

Softwarereleasesandmaintenanceupdates

AccordingtoyourlevelofMaintenance:

• Accesstomaintenance&minorreleases• Accesstomajorreleases



4 HowtoContactInfoVistaTEMSSupport?WHEN? TheInfoVistaTEMSSupportisavailableona8x5basis.Ifyoucallasupport

centeroutsidetheopeninghours,youwillbeautomaticallyredirectedtoanotherregionalsupportcenter.

NotethatSupportcentersareclosed:

• SaturdayandSunday• January1standDecember25th• May,1st

WHERE?

Thewordwidesupportorganizationislocatedinfourregions:Asia-Pacific,MiddleEast-Africa;Europe;andtheAmericas.

• America:USAandBrazil• MiddleEast-Africa:India• Europe:Sweden,UKandSwitzerland• Asia-Pacific:China

HOW? Email:[email protected]

Web:https://customercare.tems.InfoVista.com

TEMSPortal:https://customerportal.tems.infovista.com/

NORTHAMERICAPhoneNumber +1(855)3235755

Language English

HoursofOperation 8:00AM-6:00PMM-F(EST)

BRAZIL,CALAPhoneNumber +551130428211

Language Portuguese,English

HoursofOperation 9:00AM-6:00PMM-F(UTC-3)

EUROPE,TURKEY,RUSSIA,CISCOUNTRIES&MONGOLIAPhoneNumber +441252907499

Language English

HoursofOperation 8:00AM-6:00PMM-F(CET)



INDIAPhoneNumber +919066031041

Language English

HoursofOperation 8:00AM-6:00PMM-F(IST)

CHINAPhoneNumber -

Language Chinese/English

HoursofOperation 8:00AM-6:00PMM-F(ChinaStandardTime)

TEMSMonitorMasterManagedServicesTeamOnlyaccessibleforourManagedServicescustomers.

Email [email protected]

PhoneNumber +1(703)9565246

Language English

HoursofOperation 8:00AM-6:00PMM-F(EST)



5 CaseManagement

5.1 Whatadministrativeinformationshouldbegathered?Thecustomerisrequiredtoprovidethefollowinginformationwhenopeningacase:

● Companyname.Ifyouareasubcontractor,thecompanywhoownsthelicenses.● Contactperson’sname● Phonenumber&E-mailaddress● Equipmentserialnumber(e.g.serialnumberofmeasurementunit,dongleIDorGLSDeviceID)

5.2 Whattechnicalinformationshouldbegathered?ToobtainthebestserviceandthefastestresolutiontimefromInfoVista’sTechnicalSupport,youarekindlyrequiredtotakecareofthefollowingpointsbeforecontactingus

DefineyourrequestItisimportanttobespecificwhenexplainingaproblemoraskingaquestiontotheTechnicalSupport.Pleasepreparebeforehandadetaileddescriptionoftheproblem,symptomsandwhathasbeentriedtoresolveitalready.

GatherbackgroundinformationYourabilitytoanswerthefollowingquestionswillhelpustoefficientlysolveyoursituation:

• Product

• Versionorsoftwarelicensenumber,ifapplicable

• Environment,ifapplicable(operatingsystem)

GatherrelevantdiagnosticinformationTounderstandthesituationandacceleratetheresolutionofaproblem,theTechnicalSupportwillrequirespecificdiagnosticinformationsuchaslogs,scriptsresultsandenvironmentdata.Yourabilitytoprovidethisinformationisoftenthemostcriticalstepinresolvingyourcase.

DeterminethePriorityLevelWeencourageaself-evaluationofyourquestion/problemprioritylevel.TheTechnicalSupportcanhelpyoudetermineitbasedonthebusinessimpactoftheissue.

Youcanchangetheprioritylevelofaproblemifcircumstancesevolvesinceopeningyourcase.Prioritylevelsaredefinedinsectionbelow.

Nolaterthanthenextday,InfoVistaverifieswhetherthecustomerisentitledtoreceivetechnicalsupportandassignsaticketIDtobeusedinfuturecorrespondence.



5.3 ServicerequestcategoriesDependingontheclassificationofanissue,aservicerequestwillbefiledintheticketingsystemforfurtherdetermination.Anissuecanbedescribedasanincident,aquestion,orafeaturerequest.

Name Description

Problem● Areproduciblebreakdown,difficulty,orpotentialerrorintheuse

orfunctionofthesoftwareorsystem

Question

● Aninquiryrelatedtotheusability,documentationorspecificfunctionofthesoftwareorsystem,includingSalesandInformationRequests

Feature/changerequest ● Suggestionsbycustomersforimprovingthesoftwareorsystem

5.4 InfoVistaPriorityLevels

DefinitionThePrioritylevelisusedbyourcustomerstodeterminetheimpactoftheissueencounteredonsite.ThiswillindicatethelevelofserviceacasewillreceivewithintheCustomerSupportOrganization.Itwillalsobeusedbymanagementtoupgradeordowngradethepriorityofacaseduringescalationprocess,orwhentheserviceprovidedisoutofthenorm.

PriorityLevelsTherearethreeprioritylevels:

• PriorityHigh

• PriorityMedium

• PriorityLow

Inaddition,anEmergencypriorityissetforproblemswithseverebusinessimpactandwillreceiveourhighestattention.Fullengineeringsupportwillalsobereceivedifrequired.PleasenotethatSeverityEmergencyrequiresapprovalfromtheWWCustomerCareDirector.

ThedefaultSeveritysettingforincomingIncidentsisSeverityMedium.



PriorityDefinition

Priority Definition

Emergency Eventpreventsinitialinstallationorusageofthecompletesoftware/systemprohibitingallexecutionofproductivework.

Situationrendersamission-criticalfeatureunusableorresultsindatabeingunrecoverable,corrupted,orlosttherebyprohibitingtheexecutionofproductivework,affectingeitheragrouporgroupsofpeople,orasingleindividualperformingacriticalbusinessfunction.

High Aneventresultsintheuserbeingcriticallyrestrictedintheuseofthesoftware/systemforaparticularpurposeorapplicationaffectingeitheragrouporgroupsofpeople,orasingleindividualperformingacriticalbusinessfunction.

Operationsofthesoftware/systemcancontinueinarestrictedfashion.

Medium AnInfoVistacomponentorfunctionisrestrictedinitsuseinaproductionenvironment,typicallyaMajorseverityissueinproductionenvironment.

Low Anon-criticalInfoVistasoftwarecomponentfeatureismalfunctioning.Theissuehasbeenidentifiedanddoesnothindernormaloperation,orthesituationmaybetemporarilycircumventedusingandavailableworkaround.Workaroundisavailableandacceptable.

UpdatingPriorityTheseveritysettingmaybealteredbythesupportengineer(withseverityeitherincreasedorreduced)aftertheinitialanalysisoftheproblemtobetterreflectthenatureoftheticketandtoensurethecorrectprioritizationwithinthesupportorganization.Thisisgenerallydonewiththecustomer’sapproval.

Ifthesituationatthecustomersitechangessothatitrequiresahigherseveritysetting,thecustomercancontactthecustomercareorganizationtorequestaseveritylevelincrease.Thesupportprocessalsohastheoptiontodowngradetheseverityaftertheworkaroundhasbeengivenandthiscanbeapprovedbythecustomer.



5.5 TriggerpointsTriggerpointsaredesignedtoensurethatthecustomerisupdatedonthestatusofalltickets.Thegoalisachieveatleast90%compliancewiththedefinedtargetresponsetimesandserviceleveldefinitions.

Trigger Description

Acknowledgment

• Weprovidethecustomerwithaticketreferencenumberbasedonourtrackingsystem.TheticketnumberisalwaysusedwhencommunicatingwithCustomerCare

• Beforetheticketnumbercanbecorrectlyfiled,theHelpDeskagentmaycontactthecustomertoverifytheproductandProductSupportvalidity.

Investigation • Duringthisphaseinformationabouttheproblemwillbecollected(logfiles,tracesetc.).TheseinturnwillbethoroughlyanalyzedbyTEMSexperts.Theoutcomeofthephasewillprovideourengineerabasisforprovidingthecustomeratemporarysolutionoraresolution.

Temporarysolution

• Atemporarysolutioncanbeprovidedthroughoutthelifetimeofaticketandcaneitherbeatemporarycorrectionorworkprocedurewhichremediesthereportedproblem.

• Atemporarysolutioncanalsobeatechniquethatavoidstheincidentorproblem,whichcouldalsoincludethetemporaryremovaloftheusageofafeatureorfunctionofthesystem.

• AtemporarysolutionissetwhenaworkaroundorsolutionisprovidedtothecustomertoreducetheSeverityLevel.

• Ifamaintenanceversionisstillrequiredtofixtheproblem,theticketremainsopened.

Resolution • Apermanentsolutionisusuallyprovidedwithanemergencycorrectionormaintenancereleaseifapplicable.

• Thecustomermustbecoveredunderavalidmaintenancecontracttobeentitledtoreceivethefinalsolution.

• Ifthesolutionisalreadyincludedinanextmajorversion,thecustomerwillhavetobecoveredbyamaintenancecontractincludingmajorreleases.

• Pleasenotethatanyupdateorupgradeinstallationisnotincludedandmustbeorderedseparately.



5.6 EscalationGuidelineBasedonthepriorityscheme,InfoVistahasestablishedarigorousproblemescalationproceduredesignedtoprovide:

• Appropriatemanagementawareness

• Sufficienttechnicalresourcestoisolateduplicateanddebugtheproblem

• Engineeringsupporttodefineandtoimplementfixtoresolvetheproblem

Thisescalationprocessisbasedonautomatednotificationsthatfollowthefollowingguidelines.

ElapsedTime/

PriorityEmergency High Medium Low

24Hours

TEMSWWSupportDirector

48Hours VPWWCustomerCare


1week SVPOperation VPWWCustomerCare


Notes:

(1) StatedescalationprocessrequiresthattheCustomerprovideallrequiredinformationandtestresults.(2) Timeframesareintendedtobeusedasaguidelineandnotasubstituteforsoundbusinesspractices.

Shouldthecustomerfeelstheneedtoproceedtoadditionalescalation,InfoVistarecommendsthatCustomer-initiatedescalationbeginattheRegionalManagerlevelandproceedupwardusingtheescalationguidelineshownaboveforreference.Thiswillallowthosemostcloselyassociatedwiththesupportresourcestosolveanyserviceproblemsquickly.



5.7 StatusReportingProcessOurreportingprocessisalsobasedonthepriorityschemeanddeterminesthefrequencyweupdateourcustomersontheprogressoftheircases.

ElapsedTime/

PriorityEmergency High Medium Low

StatusReporting

DailyupdatewillbecommunicatedtotheCustomerbytheEngineerortheRegionalManagerwhoownsthecase.

AnupdatewillbecommunicatedeverythreedaystotheCustomer.

Anupdatewillbecommunicatedonaweeklybasis.

AnupdatewillbecommunicatedonCustomerrequest.

5.8 ServicelevelsandtargettimesforProblems

Priority ResponseTime

Temporarysolution Resolution

Emergency 2hours 5businessdays 20businessdays

High 4hours 5businessdays 30businessdays

Medium 12hours 10businessdays Withnextsoftwarerelease

Low 12hours Withnextsoftwarerelease



5.9 ProblemResolutionProcess

5.9.1 CustomerresponsibilitiesInorderforProductSupportandrelatedservicestobesuccessful,customershavetheresponsibilityto:

• Submitauthorizedcontacts:Thecustomeristoprovideatleastonebutnotmorethanfourauthorizedsupportcontactswithname,e-mail,andphonenumberdetails.

• Submitproblemswithappropriateproblemdescriptions:Thecustomerisresponsibleforhelpingthesupportengineergatherenoughinformationtotroubleshootaproblem.SufficientinformationmustbeincludedintheinitialrequestbutadditionalinformationmayberequestedbytheInfoVistasupportteam.

• Providerequestedinformation:Thecustomermustproviderequestedinformationinatimelymannerforustomeetourstatedservicelevelobjectives.

• Provideimmediateremoteaccesstoappliances:ForInfoVistatomeettheresponsetimelines,thecustomermustensurethatInfoVistaisabletoaccesstheInfoVistaproductsremotely.Ideally,remoteaccessshouldbeconfiguredandtestedinadvance.

• ForproblemsreportedasSeverityHigh&Emergency,thecustomermustprovidethenameofacontactwhowillbeavailablebothduringandoutsideworkinghours,ifrequired.

5.9.2 PrerequisitesoftwareandservicesInordertoreceiveProductSupportandrelatedservices,thefollowingconditionshavetobefulfilled.

• ThecustomerhasvalidlicensesforInfoVistasoftware.

• Thecustomerhasasupportedproductrelease.

• Thecustomeriscoveredbyavalidsupportagreement.

5.9.3 Classification&ProcessAllissuesarecategorizedinthefollowingmanner:

• Theissueisaproblemthatisnotdefect-related

• Theissueisaknowndefect-relatedproblem

• Theissueisanewdefect

Theissueisaproblemthatisnotdefect-relatedIftheSupportEngineerdeterminesthattheissueisnotaproductdefect(configuration,O/S,Hardwarerelatedproblems)andcanbecorrecteddirectlybyInfoVistaCustomerSupportOrganizationinconjunctionwiththeCustomer,theissueremainsopenandisworkedonuntilresolution.ActionitemsandschedulesofworkarecoordinatedbetweentheSupportEngineerandtheCustomerbasedonthetaskstobecompletedandtheavailabilityofbothparties.



Theissueisaknowndefect-relatedproblemIftheSupportEngineerdeterminesthatthisissueistheresultofasoftwaredefectthathaspreviouslybeenreported,theSupportEngineerdoesthefollowing:

• Providesaworkaroundtocorrecttheissue.Ifnoworkaroundisavailableanditisdeterminedthatoneisrequired,theSupportEngineerwillworkwiththeCustomertofindthebestfeasibleworkaround.

• AdvisestheCustomerwhenthedefectreportisclosed,assistsinfiximplementation,andupdatestheCustomer'scase.

TheissueisanewdefectIftheSupportEngineerdeterminesthatthisissueistheresultofasoftwaredefectthathasnotbeenpreviouslyreported,theSupportEngineerwillperformthefollowing:

• Attempttoreplicatetheproblemontheidentifiedfailingcomponent.

• Takethedetailedprobleminformationandcreateanengineeringdefectreportrelatedtotheissue.

• Makeeveryattempttoprovideaworkaroundfortheissueuntilapermanentfixisavailable.TheSupportEngineerwillinvolvetheInfoVistaResearchandDevelopmentOrganization.

• AdvisetheCustomerwhenthedefectreporthasbeenconfirmed,assistindefectfiximplementation,andupdatesthecase.

Whenanewdefectisidentified,itisassignedtoEngineeringforreview.Engineeringdetermineshowandwhenthedefectisaddressed.Oneofanumberofdifferentfixschedulesmayresult:

• ThedefectisconsideredtobeofhighimpactandamaintenanceversioniscreatedanddeliveredtotheCustomerforimmediateimplementation.

• Thedefectisconsideredtobeoflowerimpact.Fixesmaybecreated,testedanddeliveredtotheCustomerorincludedinafuturereleaseofthesoftware.

• Thedefectisconsideredtobeoflowimpactandmaybedeferreduntilafuturerelease.

Notes:

(1) Becauseofthecomplexitiesofthesupportedenvironmentandthedevelopment,verification,andtestingresourcesrequired,defectfixesmayrequireanextendedperiodoftimebeforedistribution.

(2) IftheproblemcannotbereproducedandallrelevantinformationhasbeenprovidedbyCustomer,theSupportEngineerwillprovideaproposalforanalternativeplanofaction.

(3) ForthirdPartyProducts,wemustrefercustomertotheThirdPartyvendorforfurtheranalysiswhenInfoVistaSupporthasdiagnosedthattheissueisnotwithInfoVistaSoftware.

(4) Customerisresponsibleforobtainingfixes,forapplyingthefixestotheSoftware,fortestingthefixestoensurethatissueisfixed.

(5) Whenaproductisnolongersupported,CSOwillassistCustomerinabesteffortbasisbutmaybeunabletorequestengineeringdefectcorrectionorEngineeringanalysis.



5.9.4 MaintenancereleasepolicyWhenanewdefect,onasupportedmajorversion,needsafix,amaintenanceversionisbuiltincludingthecorrection.Bydefault,themaintenanceversioniscreatedontopofthelatestminorversionavailableforthecustomer.

Forinstance,assuming:

• Customerisusingversion12.1foragivenproduct,

• 12.xisstillasupportedversion,

• Version12.3.xisthelatestminorversionavailable,

Themaintenanceversionincludingthefixwillbebuiltbasedontheversion12.3.xsocustomerwillhavetoupgradetothatversion.Potentially,ifthecustomerisusinganoldminorversionanddifferentproductsfromtheTEMSportfolio,hewillhavetoalsoupgradesomeotherproductsinordertomanagethecompatibilitybetweenthecomponents.

5.9.5 IssueclosingAcaseisclosedwhen:

• Customerissatisfiedwiththeanswer,solution,fixorworkaround.

• Wehavenotreceivedrequestedinformationwithintenworkingdaysandwehavesentnotificationfiveworkingdaysbeforeclosure.

• TheCustomerinformsusthatthecaseisnolongeranissue.

Note:Customercanreopenaclosedcaseatanytime.

5.9.6 Third-partyproductsTheInfoVistaproductportfoliodoesincludeandintegratethird-partyproducts.InfoVistawarrantsthesethird-partyproductstothesamelevelasInfoVistaisgivenwarrantyonthem.Thereare,however,limitationsregardingtheleveloftechnicalsupportthatisavailable.

Ifthereisproblemwithathird-partycomponentorpartofthesystem(suchasamobilehandsetorathird-partysoftwaremodule),theallowedtimeforprovidingatemporarysolutionorresolutionwillbeprolongedbytheactualwaitingtimeforthatpartbeingfixedbythesupplier.Ifaproblemcannotbefixedbythethird-partyprovider,InfoVistawilltreatthisbugasalimitation.InfoVistashallnotbeheldresponsibleforaverifiedlimitation,inathird-partyproductorcomponent.



6 HardwareSupport–ReturnMaterialAuthorization(RMA)

6.1 RMAPolicyInfoVistaprovideaRepairServiceforthosecustomerswhohavetheappropriatecontractsinplace.AnyrepairsreturnofHWwillusetheRMAprocess.Non-contractedrepairswillbesubjecttoPurchaseOrdersbeingissuepriortoRMAbeingcreated.

6.2 RMAProcessTheRMAprocessisapartoftheCaseManagement.ThereportedproblemisprocessedthroughtheInfoVistatechnicalsupportteamsandifitisconfirmedthattheissueisHardwarerelated–thenRMAisthenextstep.

6.2.1 OpenacaseIfyouaresuspectingahardwarefailure,simplyopenacasesowecantakecareoftherequest,checkthefailurediagnosticandtrackituntilitsfullresolution.

AcasemustbeopenedforeachhardwarefailuretoallowpropertrackingofRMArequests.

6.2.2 ProvideinvestigationAfailurediagnosticbytheTechnicalSupportismandatorytoauthorizeanRMA.Inordertoacceleratethisdiagnostic,pleaseprovidetheTechnicalSupportwithrelevanttechnicalinformationsuchaslogs,scriptsresultsandenvironmentinformation.YourabilitytoprovidethisinformationisimportanttoshorteningtheRMAauthorizationdelay.

6.2.3 CompleteandsubmittheRMAformThesupportdeskwillpopulatetheRMAwithdetailsbroughtforwardfromtheCaseManagementnotes.Thecustomercanaddotherrelevantnotesintothedocument.

6.2.4 SendbackthedeviceOnceRMAisraised–thecustomerwillbeadvisedwhichInfoVistaHWrepairfacilityitshouldbereturnedto.ThecustomerisresponsibleforshippingRMAtoInfoVistarepairfacility.InfoVistawillpaynon-prioritycouriercostsforthereturn–anypriorityfreightcostswillbeatthecostofthecustomer.

CustomersareresponsibleforensuringtheRMAHWissuitablypackagedsoasnottodamageintransit.HWreceiveddamagedwillbequarantinedandreportedviatheSupportDesktothecustomer.

6.2.5 RMASLAsHardwaremaintenanceissupportedwitha7dayturnaroundtoshiparepairedorreplacementunitfollowingourreceiptofareturnedunitinaccordancewithapreviouslyissuedRMA.



6.2.6 ThirdPartyHardwareInfoVistawillissueRMAforThirdPartyHWonlyifithasbeensuppliedbyInfoVista(scannersetc).ItislikelythatthisHWwillneedtobeshippedonwardstotheOriginalEquipmentManufacturerfordiagnosis/repair.Thismayextendtherepairleadtime.



7 Definitions• Majorrelease(X.y.z)–isasignificantchangeintheproductaddingnewfunctionality(e.g.newtechnology

support,newplatform,etc.).

• Minorrelease(x.Y.z)–isafunctionalimprovementofexistingfunctionalityanderrorcorrectionsintheproduct.

• Maintenancerelease(x.y.Z)–correctsmultiplesoftwaredefectsintheproductwithoutchangingthefunctionality.

• Emergencycorrection(akapatch)–correctsasingledefectonthecomponentleveldetectedbyasinglecustomer.

• Thetermsoftwareupgradereferstoeitheramajororminorreleasethataddsnewfunctionalitytotheproduct.

• Thetermsoftwareupdatereferstoeitheranemergencycorrectionormaintenancereleasefixingoneormoredefectsinaproduct.

Tems Quality Charter v4 - infovista.com · TEMS™ Customer care organization is dedicated to...

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Transcript of Tems Quality Charter v4 - infovista.com · TEMS™ Customer care organization is dedicated to...