template v.22 april 27, 2012 welcome to xtreme support! copyright © 2012 infor. all rights...

Welcome to Xtreme Support!

Copyright © 2012 Infor. All rights reserved. 1

Infor Maintenance Business

Infor Maintenance BusinessTeam of Maintenance Business Managers responsible

for the renewal of your maintenance and support contracts.

Covering support on the standard product.

Different support offerings.

All accounts have an assigned Maintenance Business Manager


Mary TrickSVP

License Management

Peg RodarmelVP

Renewals NA

Keith SaundersVP

Renewals EMEA

Willi KramhellerVP

Renewals APAC

Joe TrimarcoSr. Director

MaintenanceOperations

Mick LingVP

Renewals

Jaymie CaterSr. DirectorRenewals

John Smolinski

VP License Management

Danielle Neumann

Executive Assistant


Keith SaundersVP EMEA

Lonneke van Rooij

Amber Vera

David Postius Sanchez

Ellen Cornelissen

Harry Hogendoorn

Max Mering

Mirjam Van Mil

Stigbjorn Backstrom

Valenka Thykjaer

Wolfgang Abels

Marco van Ravenhorst

Alex Alvaro

Francesc Box

Isabelle Chavas

Alexandre Derval

Lucia Kanowah

Mazen Najjar

Stephane Nercam

Alberto Ruiz

Maria Sole Mugnano

Tiziana Terenzi

Annita Tombrou-Nicholls

James Whitton

Pau Marcos

Maud LeBihan

Mike Pollard

Andy Ballantine

Claire Dynybil

Fiona Barry

Alka Bhowmick

Tamryn Immelman

Charlotta Bergenstjerna

Judy Murray-Mills

Isabelle de Vliegher

Sinead Knell

Veronika Smrckova

Bhav Vara


Lawson IMB EMEA

Marco van Ravenhorst France, Spain, Italy, Switzerland, Middle East and French speaking

Africa

Mike Pollard UK, Ireland and English speaking Africa

Lonneke van Rooij The Netherlands, Belgium, Luxemburg, Sweden, Denmark, Norway,

Finland, Iceland, Germany, Austria, Eastern Europe, Russia & CIS

Renewal Process

Identifying MRs for

next quarter

-120 -90 -45 0-60

Timeline to renewal date

MR = Maintenance RenewalsMRN = Maintenance Renewals Notification

-30 +30

Customer/Partner confirm payment

to SAM

Collections – customer pay before MED

Expiration & Follow up

Infor send MRN

to Partner

MRN Negotiation +

Invoicing

Xtreme Support Offerings

Pau Marcos – Maintenance Business Manager 13 September 2012


Former Lawson Support Plans and Infor Xtreme Support Plans

Lawson Silver Support

24x7* support coverage for priority 1 issues

Xtreme Premium Support


Xtreme Elite Support


Xtreme Support


Lawson Bronze Support


Lawson Basic Support


* Not available for some products


High-Level Feature Comparison

Basic Bronze

Xtreme Xtreme Premium Xtreme Elite

24x5* support coverage on P1s

Same great features as Lawson Basic

Xtreme features plus….

24x7* support coverage on P1s

Priority plan queuing

Interactive Briefings

Xtreme Premium features +

Elite Account Manager

Support Activity Reviews

Access to senior Support & Development resources

Update planning assistance

Early Adopter program

Exec Advisory Board

Special Events Support*

Silver


Three new features!


The New Xtreme Elite Support Plan Features

The same great features in Xtreme Premium Support plus….. A dedicated Elite Account Manager Support Activity Reviews Access to senior level Support & Development resources Update Planning Assistance

NEW: Early consideration for Early Adopter Programs

NEW: First consideration for Executive Advisory Board opportunities

NEW: Special Events Support* coverage for all severity levels, one weekend a year



Xtreme Support plan landing page for Lawson product customers

http://go.infor.com/xtreme-support-lawson/




Introducing…Xtreme Support

Copyright © 2011 Lawson. All rights reserved. 12

ION SupportSolutions

ExtensiveKnowledgebase

www.infor.com/inforxtreme Portal

Scorecard Activity Reports

SERVICES

TECHNOLOGY

XPERTS

Specialized Personalized Social Proactive Accountable

Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the products or services described herein, all of which is subject to change without notice.

13

Overview of Xtreme Support Portal

Why did we migrate the toolset?

Consistent customer experience

Improved personal & social interactions

‘Best of the best’

LGUG & GAM3 Involvement

Phase 1 – October 14th


15

Homepage Header

Your ProfileYour Profile

Migrated / New Incidents

Migrated / New Incidents

Search Incident ID

Search Incident ID

Support Apps

Support Apps

KB Article Search

KB Article Search

Download fixes /

releases

Download fixes /

releases

DocumentationDocumentation

Copyright © 2011 Infor/Lawson. All rights reserved. 17

Incidents Support App


Incident View


Notifications Support App


KB Search


KB Search Results


Analytics Support App

Commitment to Innovation

Introducing…

Infor Xtreme Support mobile


26

Native iPhone app Available on the Apple App Store™

Check the status of support incidents

Immediate notification of critical incidents

“Watch list” allows you to tailor your experience- monitor what matters.

Infor Xtreme Support Twitter feed for news and updates about your systems

Xtreme Support

Wrap Up

Official go-live on Xtreme Support Portal - October 14th

Included both CASE and Knowledgebase

Continued enhancements after initial migration

MyLawson.com is not part of this initial migration and will continue to be the customer portal

Recorded training sessions available on MyLawson->GetSupport->CASE/KB Migration


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Common FAQs from the migration

What data was migrated to the new system? All cases entered after March 2010 All MyLawson users that have entered or updated a case in the

last 15 months All attachments and environment profiles

Will I still be directly connected to a support engineer? We are still using skills based routing and direct to tech model for

incidents logged via the portal, and call backs on existing incidents

New incidents logged on the phone will go through the Customer Care team and a support engineer will call you back


Benefits - Incidents

Consumer-grade user interface: navigation features to allow you to quickly find relevant information

Site is tailored to your Product Line(s) and supported Products. (KB, Documentation, Announcements, etc.)

Support Apps allow a quick and easy view of key data from one place Incidents requiring your update your open incidents your favorite Knowledge Base Articles and Articles you have signed up for Support App for Analytics provides you a quick visual representation of KPI's

Support Apps can be personalized to show columns of data in your preferred order, ascending or descending, # of records you are interested in, filtering options, etc. You can also tailor the UI style of the Support Apps

Support for Multiple Browsers: Microsoft Internet Explorer versions 7, 8 and 9, Mozilla Firefox versions 8 and 9. and Google Chrome versions 15 and 16

Option to create and customize your own views (reports) of incidents. You determine the criteria, the data columns to display, the sort sequence and the number of records that you wish to display


Benefits - Incidents

Quick Lookup by ID – searches across Knowledge Base Articles, Incidents and Documentation based on your installed Products

Download cart which enables you to perform a single download for multiple files (documentation, fixes, etc.)

Quick Incident update via email reply:

Visibility of your pending Support renewals and the option to make an online credit card payment

Subscription mail lists – register to receive emails tailored for your installed products.

Extensive communities by product and industry

Mobile App

Additional Language supportCopyright © 2012 Infor. All rights reserved. 30

Benefits

Knowledgebase

Infor Knowledge Base: has enhanced content and fast search engine for quick results

In context KB search when creating incident

Option to Browse or Search

KB search feature launches in new browser window / tab depending on browser setting

A search is not conducted on initial access, the user will enter search criteria and then execute the search.

Search criteria: The user can choose to search only specific product lines. The list of “available product lines” is limited to only those with maintenance entitlement. You are able to Filter by Status, Enter a date range to find all articles added/updated in that period of time or Selected multiple values – then conduct search.

Search results: Choose a search match option, Sign up to receive email notifications.

Quick preview option for a documentCopyright © 2012 Infor. All rights reserved. 31

Welcome to Xtreme Support!


template v.22 april 27, 2012 welcome to xtreme support! copyright © 2012 infor. all rights...

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