close

Вход

Забыли?

вход по аккаунту

код для вставкиСкачать
Introduction to Calypso Product Support
1
© 2010 Calypso Confidential
© 2013 Calypso Confidential
Product Support Quality Charter
Product Support contributes to delivering great customer service
and achieving high levels of customer satisfaction by providing
timely, accurate, and complete resolutions to issues related to the
installation, upgrade, or use of Calypso products.
2
© 2013 Calypso Confidential
Drivers of Customer Services
Communication
of problem
status
Avoid
information
requirement
ping pong
Satisfied
Customer
Reduce Time
to Resolve
3
© 2013 Calypso Confidential
Delivering Customer Satisfaction
4
Process
People
Tools
• Quality
Management
System
(ISO9001
Certification)
• Quality Manual
• Global Footprint
• SME-based
organization of
highly skilled
professionals
• 24x7 Call
logging
mechanism
• 24x5 emergency
hotline
• Transactional
Surveys to elicit
feedback
4
© 2013 Calypso Confidential
Calypso Product Support
ISO9001 and TickITplus
5
© 2013 Calypso Confidential
Quality Manual:
Product Support Process Flow
The Process Flow is
organized into 3 “Swim
Lanes”:
Customer
Product Support
Engineering
6
© 2013 Calypso Confidential
Global Product Support Organization
7
© 2013 Calypso Confidential
24X7 Problem reporting mechanism
8
© 2013 Calypso Confidential
Defaults and Self-Service interface
9
© 2013 Calypso Confidential
Searchable Case Logs
10
© 2013 Calypso Confidential
24X5 Emergency Coverage
We have a 24X5 emergency line that you can call in case of S1/P1 problems;.
We do insist that you log the case in our Case Logging system before you call
so that we are able to provide you with more meaningful service.
11
© 2013 Calypso Confidential
Case Acceptance Criteria
12
© 2013 Calypso Confidential
Submitted Case Checklist
1. Contact Information
2. Problem Description





Subject
Product category
Detailed description
Business impact
Recent changes to Calypso
product use, if any
 Related product support
case(s)
13
3. Environment
 Environment type
(production, test)
 Calypso version
 Database type and version
 Operating system
 Recent changes to
environment, if any
4. Test Case
 Steps to replicate problem in
vanilla environment
 Expected results
 Actual results
 Attachments (screen shots,
logs, ...)
© 2013 Calypso Confidential
Transactional Survey
14
© 2013 Calypso Confidential
Transactional Customer Satisfaction
Survey
1. Overall Case Handling
a)
b)
c)
d)
e)
OVERALL Performance
Ease of access to help
Communications regarding problem status
Timeliness of problem resolution
Courteous service
2. Product Support Analyst Performance
a) Responsiveness to your concerns and questions
b) Efficiently understanding / replicating the problem
c) Calypso product technical expertise
3. Quality of Resolution / Fix Received
a)
b)
c)
d)
15
Effectiveness of resolution received
Overall quality of resolution received
The first resolution provided to you solved the problem
The resolution provided to you did not create a new problem
© 2013 Calypso Confidential
Case Reporting
Customer should have a team of trained BAs and
TAs that comprise Level 1 Support
Cases are channeled through named
representatives registered on the web-based case
management system
Case log should contain clear problem description
with reproducible test case (reference: Submit Case
Checklist)
All interaction will the Calypso support team must
take place through the our web based case
management system
16
© 2013 Calypso Confidential
Start Here: Submit Case
17
© 2013 Calypso Confidential
Correctly Prioritize the case
18
18
© 2013 Calypso Confidential
Correctly categorize the case
Bugs: If existing functionality does not work as expected
Existing functionality per our documentation/catalog
This does not include applications being used for purposes they were
not intended for
This also does not include custom code related issues
P1/P2 issues are eligible for ‘hotfixes’
P3 cases may be fixed and made available in a future release
Enhancements: If required functionality does not exist,
clients may log enhancement requests at any point of their
project lifecycle, including after “go-live”. These are logged in
the system as “P5” and are handled by Product
Management
19
19
© 2013 Calypso Confidential
Select Submit Bug Request
Bugs: If existing functionality does not work as expected/as documented
in our User Guides and Product Catalog
20
© 2013 Calypso Confidential
What happens after a case
is submitted?
21
© 2013 Calypso Confidential
What happens after a case is submitted:
Case Acceptance Criteria
22
© 2013 Calypso Confidential
What happens after a case
is submitted?
23
© 2013 Calypso Confidential
What happens after a case
is submitted?
24
© 2013 Calypso Confidential
What happens after a case
is submitted?
25
© 2013 Calypso Confidential
Accepting Resolution and Deploying
Calypso Product Support will unit test and validate
all bug fixes sent to the customer
Customer Level1 Support team to validate and
regression test the software fix prior to deployment
in Production
Customer to revert to Calypso within 15 calendar
days for fixes sent for S1 cases and within 30
calendar days for fixes sent for S2 cases
If satisfied, Customer will approve software changes
for deployment in Production
26
© 2013 Calypso Confidential
Breaking the boundaries
Calypso is a registered trademark of Calypso Technology, Inc., in the United States, European Union, and other jurisdictions. All rights reserved.
All products and services referenced herein are either trademarks or registered trademarks of their respective companies.
27
© 2010
Calypso
Confidential
© 2013
Calypso
Confidential
1/--страниц
Пожаловаться на содержимое документа