Maximize Your Support Value!

Jennifer MacIntoshManager, Support Business Strategy

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

AgendaAgenda

Global Support Organization

Support Program Plans

Software Releases

Web-Based Support

Support Process for: logging, handling, & resolving a case

TeleSupport

Software Bugs

Feedback

Cognos Global Support

To ensure our customer’s success with Cognos Enterprise Business Intelligence

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

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.”

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

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

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

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

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.

Web Support ToolsWeb Support Tools

support.cognos.com

Learn how to register a user

Knowledge Search

Support Talk

Newsgroups

Support Link™

Register a UserRegister a User

http://support.cognos.com

Click “Register Now”

Registration PageRegistration Page

Registration PageRegistration Page

Supported Customers Home PageSupported Customers Home Page

Comprehensive Search

Change in your organization?

Contact Us

Looking for a maintenance release?

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

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

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

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

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.

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

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.

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

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.

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

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

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

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.

Questions