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2 Deltek Customer Care Support Guide - © June 2011

Table of Contents

INTRODUCTION .................................................................................................................................... 4

Customer Care Overview ................................................................................................................. 4

About This Guide ............................................................................................................................. 4

DELTEK CUSTOMER CARE PLANS ................................................................................................... 5

Three Levels of Customer Care Support Offerings ......................................................................... 5

Deltek Standard Care ....................................................................................................................... 5

Annual Case Bank with Deltek Standard Care ................................................................................ 6

Case Expiration with Deltek Standard Care..................................................................................... 6

Purchasing Additional Cases with Deltek Standard Care ................................................................ 6

Deltek Premium Care ....................................................................................................................... 7

Deltek Select Care ........................................................................................................................... 7

Deltek Customer Care Plans at a Glance ........................................................................................ 8

SUPPORT AND MAINTENANCE TERMS AND CONDITIONS ........................................................... 9

Terms and Conditions ...................................................................................................................... 9

What is Support? .............................................................................................................................. 9

Examples of what is covered with your Support Plan ...................................................................... 9

Examples of what is not covered with your Support Plan ................................................................ 9

DELTEK CONSULTING ........................................................................................................................ 9

DELTEK SUPPORT ASSURANCE ..................................................................................................... 10

Support Assurance Overview ........................................................................................................ 10

Service Pack Support Policy .......................................................................................................... 10

Support Assurance Overview at a Glance ..................................................................................... 11

CUSTOMER CARE CONNECT (On-Line Support) ........................................................................... 12

Accessing Customer Care Connect ............................................................................................... 12

Deltek Connect Customer Forums ................................................................................................. 13

Deltek Connect Knowledge Center ................................................................................................ 13

Deltek Chat On-Line ....................................................................................................................... 13

JOINT COMMITMENTS ....................................................................................................................... 14

Deltek Commitments ...................................................................................................................... 14

Customer Commitments ................................................................................................................ 14

DELTEK SERVICE LEVEL GUIDELINES ........................................................................................... 15

Service Level Guideline Overview ................................................................................................. 15

Severity Level Definitions ............................................................................................................... 15

Severity Level Response Times .................................................................................................... 16


SUPPORT CASES ............................................................................................................................... 17

Case Definition ............................................................................................................................... 17

Opening a New Customer Care Case ........................................................................................... 17

Assigning Case Numbers............................................................................................................... 17

Checking the Status of your Case ................................................................................................. 17

Reopening a Case ......................................................................................................................... 17

Case Status Codes (Table) ............................................................................................................ 18

Case Resolution ............................................................................................................................. 18

GETTING SUPPORT ........................................................................................................................... 19

Obtaining Support .......................................................................................................................... 19

Authorized Support Contacts ......................................................................................................... 19

On-line Support Contacts ............................................................................................................... 19

Local Language Support ................................................................................................................ 19

CONTACTING SUPPORT ................................................................................................................... 20

Web Support .................................................................................................................................. 20

Telephone ...................................................................................................................................... 20

HOURS OF AVAILABILITY ................................................................................................................. 20

Business Hours Support ................................................................................................................ 20

Extended Business Hours Support ................................................................................................ 21

Emergency Support ....................................................................................................................... 21

Holidays ......................................................................................................................................... 20

DELTEK CUSTOMER CARE ESCALATION PROCEDURES ........................................................... 22

Escalation Overview ....................................................................................................................... 22

Customer Care Escalation Hierarchy ............................................................................................. 22

Changing your Case Severity Level ............................................................................................... 22

Customer Initiated Escalation ........................................................................................................ 22

CUSTOMER SATISFACTION ............................................................................................................. 23

Customer Care Surveys ................................................................................................................. 23

Quality Monitoring .......................................................................................................................... 23

MAXIMIZING YOUR DELTEK SUPPORT EXPERIENCE .................................................................. 23

SOFTWARE RELEASE AND NAMING CONVENTIONS ................................................................... 24

GLOSSARY .......................................................................................................................................... 26


INTRODUCTION

Customer Care Overview

At Deltek, we take great pride in the support we provide to our customers.

We understand that effective and reliable customer care can make all the

difference in your ability to compete effectively and grow your project-

based business. We also realize that our success is mutual. When you

invest in Deltek software solutions to meet your business requirements,

we know you entrust a significant part of your success to us – and we take

that very seriously. You expect timely, high-quality support for your

mission-critical software. When an issue arises, you need to ensure

productivity is maintained and that your team has all of the tools they

need to meet milestones on schedule.

Deltek's award winning support is made up of experienced, knowledgeable

support personnel. And with more than 20 years of industry and client-side

experience, our advanced diagnostic tools and proven support procedures

identify, isolate, and resolve issues quickly, so that your systems are

consistently operating at high availability with minimal disruption.

About This Guide

We have developed the Deltek Customer Care Support Guide to introduce you to our Customer Care

organization. Our goal is to help you navigate the many support tools available, set clear expectations,

and maximize your experience when contacting Customer Care.

This guide is intended for subscribers of a Deltek Support and Maintenance Plan. The Customer Care

Support Guide:

• Reviews the benefits of your Support and Maintenance Plan

• Provides an overview of our support model and operating procedures

• Covers how to open a new case, update an existing one, or how to escalate a case if necessary

• Highlights best practices on how to maximize your overall support experience with Deltek

This guide is subject to change at Deltek’s discretion, and it will be updated periodically. You can view

the latest version on the Deltek Customer Care Connect portal.


DELTEK CUSTOMER CARE PLANS

Three Levels of Customer Care Support Offerings

At Deltek we recognize that one size doesn’t fit all. We’ve designed our support plans to offer the

flexibility and control over your support. You choose how you want to contact us for support – via

telephone or through our award-winning online portal. You also choose which plan best meets your

firm’s needs.

Continuously offering a wide range of first-rate tools and options for ongoing support, Deltek gives

you immediate access to critical information—when and how you need it. In addition to our best in class

customer service, Deltek provides extra support and maintenance resources with three options for

support, enabling us to supply the right level of assistance your company requires. With our Deltek

Standard Care, Deltek Premium Care and Deltek Select Care support plans, Deltek allows organizations

of any size and complexity to move through operational barriers effortlessly and efficiently. With each

support option you are assured quality care from our award winning support team, designed to help you

Know More and Achieve More! For more information on our offerings, please visit www.deltek.com.

A variety of options for product Customer

Care assistance including:

Software updates including:

� Access to Deltek Customer Care Connect

and our on-line knowledgebase

� Technology advancements

� Access to Deltek’s skilled application and

technical experts around the globe

� Product enhancements

� Customer Care News and Alerts � Compliance and Regulatory Updates

� Customer Care Connect User Forums � Product Hot Fixes

Deltek Standard Care

Deltek Standard Care provides business hours support complimented with anytime access to our

award winning support portal, Deltek Customer Care Connect. This plan is ideal for organizations with

entry level systems and limited support requirements. With Standard Care services, Deltek support

professionals will help you troubleshoot your problems and provide you with quick resolutions.

Deltek Standard Care Includes the Following Services:

� Product updates, feature packs, and hot fixes to keep your system current

� Provided up to 20 cases per year to contact support during business hours

� Unlimited access to Deltek Customer Care Connect, our on-line support portal

� Two authorized support contacts


Annual Case Bank with Deltek Standard Care

The Deltek Standard Care plan provides for unlimited support for new customers in the first 90 days,

beginning the contract effective date. Following the 90 days, customers are allotted annual cases to

assist with the day-to-day support needs. The case allotment is based on the total annual maintenance

fees associated with the specific support contract. For customers paying less than $5,000 per year in

annual support fees, the case allotment is 10 cases per year. For customers paying $5,000 or more in

annual support fees, the total cases allowed is 20 cases per year. There are some cases that are

excluded from the case allotment:

• Hosting or Infrastructure support for our SaaS based customers

• Cases that result in a confirmed Deltek defect or enhancement request

• Cases to assist users in accessing the support site

• Cases initiated by a Deltek consultant during the implementation period

• Cases related to supporting a beta product

Case Expiration with Deltek Standard Care

Cases are non transferrable and all unused cases expire at the end of the renewal term or when

the support agreement lapses. Additional cases purchased throughout the year expire 12

months from the purchase date or if your support and maintenance plan lapses.

Purchasing Additional Cases with Deltek Standard Care

For customers on the Standard Care plan that require additional support beyond what their

annual case bank allows, additional cases can be purchased on-line at support.deltek.com in

blocks of five. A five-pack of additional cases is $1,500 and those cases expire 12 months from

the purchase date or if your support and maintenance plan lapses.


Deltek Premium Care

With Deltek Premium Care, we deliver all the benefits of Standard Care, plus comprehensive,

unlimited support from our experienced support professionals. Designed for enterprise organizations

that require more frequent contact with support, and companies looking for the added comfort and

security of round the clock coverage, this option allows 24x5 support coverage to handle your business’

mission critical needs. Besides 24x5 support, Premium care also provides expedited support services,

priority routing of issues, remote diagnostics, and five authorized contacts within your organization to

communicate with Deltek whenever you need assistance.

Deltek Premium Care includes all of the features of Deltek Standard Care, plus the following:

� Unlimited on-going Support with expanded business hours

� 24x5 emergency support for your mission critical cases

� Unlimited access to Deltek Customer Care Connect, including chat on-line

� Five authorized support contacts

� 10% discount on all Deltek University classes

Deltek Select Care

Deltek’s Select Care is designed to augment the Deltek Premium Care Plan, by providing you with

the ultimate in customer support. Select Care is designed for firm’s requiring a more personalized

approach to supporting their sophisticated user base and global enterprise environment. Select Care

ensures you always have 24x7 access to a team of experts with years of experience, while allowing you

the comfort and familiarity of your own environment and implementation. With the Select Care

program we become an extended member of your team. In addition to all the features of the Premium

Care plan, you receive a specific Customer Care Senior Advisor as your single point of contact. Your

advisor is solely dedicated to helping you meet your specific business needs, by ensuring that each and

every request is monitored closely and expedited to resolution, and proactively informing you of

relevant product releases and technology updates. By emphasizing a consistently available stream of

communication, Deltek Select Care helps you maximize your Deltek investment, and minimize

operational downtime.

Deltek Select Care includes all of the features of Deltek Premium Care plus:

� A dedicated senior advisor to act as a single point of contact

� Direct access to level 2 support (subject matter experts)

� 24x7 emergency support for all your mission critical cases

� Priority case handling with enhanced service levels

� Proactive case reviews

� Automated case escalations

� Product release notifications

� 20% discount on all Deltek University Classes

� Complimentary admission to Deltek’s annual users conference

� Up to ten authorized support contacts

For more

information on

Deltek Select

Care visit

www.deltek.com


Deltek Customer Care Plans at a Glance

Standard Care Premium Care Select Care

Assisted

Support

Telephone Support Initiate new cases

online ✔ ✔

Web and Email Support ✔ ✔ ✔

Chat Support

✔ ✔

No. of Authorized Support Contacts 2 5 10

Live Support Availability

Business Support 8x5 12x5 12x5

Mission-Critical Support

24x5 24x7

Annual Case Limits for On-going Support 10 to 20 Unlimited Unlimited

Online

Support 24x7 Access to Deltek Customer Care Connect ✔ ✔ ✔

Enhanced

Support

Access to Priority Hot Line

✔

Service Levels for Response

Response for Severity 1 Case 24 Hours 2 Hours 1 Hour

Response for Severity 2 Case 24 Hours 4 Hours 3 Hours



Value-Add

Support

Single Point of Contact

✔

Direct Access to Level 2 Support

✔

Proactive Case Reviews

✔

Automated Case Escalations

✔

Product

Development

Hot Fixes ✔ ✔ ✔

Service Packs ✔ ✔ ✔

New Releases & Enhancements ✔ ✔ ✔

Participation in Customer Advisory Councils

✔

Education Deltek Insight Pass

✔

Deltek University Discount

10% 20%


SUPPORT AND MAINTENANCE TERMS AND CONDITIONS

Terms and Conditions

You can view our latest support and maintenance terms and conditions on-line at

www.deltek.com/terms.

What is Support?

Support means solving software product usage issues, answering questions for your authorized support

contacts, and supplying updates or patches for problems with the application. This does not include

onsite assistance, creation or support of custom code and custom reporting, system administration or

training.

Examples of what is covered with your Support Plan

� Deltek software related questions not addressed on-line or in our help files

� Troubleshooting Deltek product software error messages

� Software defect troubleshooting & support

� Access to online tools for self service (Knowledge Base Articles, Whitepapers, Forums)

Examples of what is not covered with your Support Plan

� Product training or assistance that would normally be covered in training classes or onsite

� Customizations (creating a report, or troubleshooting custom reports)

� Third party product support or trouble-shooting of conflicts caused by third party

applications (i.e. SQL Server, ADP etc.)

� In-depth data analysis or system administration duties (reconciling bank statements,

reconciling accounts, running Upgrades etc.)

� Troubleshooting performance network/computer issues not related to Deltek software

� Repairing corrupted databases

� Guidance or recommendations on unique configurations or processes

DELTEK CONSULTING Deltek has a professional consulting organization, numerous education programs, and a network of

partners around the globe that can assist with your firm’s specific needs. To contact Deltek Consulting,

please call 800/456-2009.


DELTEK SUPPORT ASSURANCE

Support Assurance Overview

Deltek Support Assurance is provided as a benefit to all active Support and Maintenance Plan

subscribers. It defines consistent guidelines for how your Deltek software will be maintained and

supported well into the future. With Support Assurance, you can more effectively plan your business

with the comfort that Deltek will be here to support you.

The Deltek Support Assurance program provides for three distinct phases and levels of support. During

each phase of the software life cycle, you can obtain product support directly from Deltek Customer

Care via the phone or through our Customer Care Connect portal.

Active Support is a period where Deltek is actively developing the next version of your software and

supporting the most current version. During this phase of the product lifecycle, you have the ability

to submit software enhancements for the next release, access to new hot fixes and service packs,

and tax, legal, and regulatory updates. Active Support begins at general release and ends when the

next release is generally available.

Maintenance Support is a period where you will continue to receive hot fixes for severity 1 issues

and tax, legal, and regulatory updates in addition to those that have previously supplied. This phase

begins when a newer version of the application is made generally available for major and minor

releases (not including service packs) and lasts for 12 to 18 months. Please note that for some

products, Maintenance Support may be lengthened beyond the retirement date by purchasing an

Extended Support plan. Please contact [email protected] for more information

on our Extended Support Plans.

Sustaining Support is a period where you will continue to have access to all fixes or service packs

that existed prior the Sustaining Support life cycle phase. There will be no new software

enhancements, hot fixes, service packs, or regulatory updates of any kind for versions in this phase.

Sustaining Support begins at the end of Maintenance Support and lasts indefinitely.

Service Pack Support Policy

The Deltek Support Lifecycle policy requires that customers must apply the most current service pack in

order to continue to receive hot fixes and regulatory updates that are compatible.

• Deltek will only provide hot fixes, new security updates, or other updates to the most current

service pack available

• Support timelines for service packs will remain consistent within the product family


Support Assurance Overview at a Glance

Type of Support Active

Support

Maintenance

Support

Sustaining

Support

Ability to submit software enhancements for the

next version

Ability to request lower severity hot fixes

New hot fixes or periodic service packs for general

issues

New hot fixes for severity 1 issues

New tax, legal, and regulatory updates

Support from Deltek Customer Care analysts via

phone, or the Deltek Connect website

Access to previously supplied hot fixes, service

packs, and regulatory updates

Full access to online content such as knowledge

base articles, Deltek Connect Customer Forums,

and product downloads

To learn more about the Deltek Support Assurance Program or to check which phase the products you use are in,

please visit our Customer Care Connect site and In the Support Resources section click Support Assurance Product

Lifecycle. Then select the appropriate product from the product drop down menu.

12

CUSTOMER CARE CONNECT (On

Accessing Customer Care Connect

To access our award winning Deltek

typing https://support.deltek.com

link located on our company homepage

Deltek’s Customer Care connect site is secure

customers on an active Customer Care

name and password is required to access the site. If you don’t have a current

username and password, contact the

firm to have them register you as a user for the site. If you have forgotten

your username or password, click on the Account Assistance button to either

request your Username or Password to be sent to you by email.

The Deltek Customer Care Connect site provides you with:

•••• Valuable tools to fully leverage your Deltek solutions

•••• 24x7 anytime, anywhere access to Deltek’s searchable support

resolve your time-sensitive issues

•••• The ability to initiate or update support cases

•••• Software updates & downloads to stay curren

•••• Access to the Deltek Connect Customer Forums

learn best practices

Deltek Customer Care Support Guide

R CARE CONNECT (On-Line Support)

Customer Care Connect

Deltek Customer Care Connect site, login by

in your web browser or by following the

link located on our company homepage www.deltek.com.

site is secure and only available to those

Customer Care Support and Maintenance plan. A user

name and password is required to access the site. If you don’t have a current

and password, contact the Support Contact Manager (SCM) at your

firm to have them register you as a user for the site. If you have forgotten

click on the Account Assistance button to either

request your Username or Password to be sent to you by email.

The Deltek Customer Care Connect site provides you with:

Valuable tools to fully leverage your Deltek solutions

24x7 anytime, anywhere access to Deltek’s searchable support Knowledge Base

sensitive issues

The ability to initiate or update support cases

Software updates & downloads to stay current with your Deltek software

Connect Customer Forums to network with thousands of Deltek users and

Deltek Customer Care Support Guide - © June 2011

Knowledge Base to quickly

to network with thousands of Deltek users and


Deltek Connect Customer Forums

In the Deltek Connect Customer Forums, you have the opportunity to network with thousands of peers

around the globe, post questions and best practices, and participate in lively discussions with other

Deltek clients. Peer-to-peer communications allow you to increase your productivity with Deltek’s

solutions in an easy-to-use format. The forums are

located on the Customer Care Connect portal and are a

benefit of your support and maintenance plan.

The key features of the forums include:

• Access to the collective knowledge of the

Deltek user community and product experts.

• Ability to mark accepted solutions for easy

reference to other users.

• 24x7 information availability.

• Synchronicity with the Deltek community in an

environment moderated by Deltek experts.

• Ability to subscribe to a board. You can receive

email notifications when new posts occur.

• Access to the Deltek Report Exchange

Deltek Connect Knowledge Center

Within the Deltek Connect Knowledge Center, you have access to more than 18,000 unique Knowledge

Base Articles (KBA’s) that were created by Deltek Customer Care Analysts to answer customer questions

and troubleshoot & resolve product issues. The Knowledge Center is located on the Customer Care

Connect portal and is a benefit of your Support and Maintenance Plan. The KBAs cover a host of topics

including, known issues, tips & tricks, product updates, getting started, and other reference materials.

The key features of the Knowledge Base include:

• Access to thousands of knowledge

articles, including tips and tricks.

• Subscriptions and email notifications

when the Deltek support team updates

the Knowledge Articles.

• Direct feedback about the KBA’s by

using “How well did this answer your

question?”

• Filter search results by product.

• Ability to review additional KBA’s related

to the KBA you are viewing.

Deltek Chat On-Line

Deltek offers Chat On-Line, the ability to chat directly with an Analyst through our support site Deltek

Customer Care Connect. Chat is available in English for Premium Care and Select Care customers during

normal business hours.


JOINT COMMITMENTS

Deltek Commitments

A successful partnership requires full cooperation and collaboration between Deltek and its customers.

Deltek Customer Care commits to:

• Troubleshoot your software product issues when you are experiencing unexpected results.

• Provide guidance and offer tips and techniques for using your Deltek applications.

• Reproduce potential software code problems, provide alternative solutions or workarounds, and

log your potential software code errors for evaluation and potential correction.

If your case requires advanced assistance, such as detailed guidance on how to use the product or

guidance on custom reporting or specific application attributes, you will be referred to Deltek

Consulting. Deltek Consulting provides additional staff for time critical implementations, and are the

experts capable of assisting you with designing a model, developing custom reports, application

development, management, tuning and deployment all to meet your business needs.

Customer Commitments

By committing to the following, you can ensure you receive the fastest response to your support cases

and maximize your Deltek investment:

1. Maintain internal environments by keeping current on the most recent release of the software.

In addition, troubleshoot, diagnose, test and implement the suggestions, solutions and code

error corrections supplied by Deltek Customer Care. It is strongly recommended that you have a

testing and production environment so that issue solution experimentation, implementation

and promotion can occur.

2. Provide timely application and environmental data to enable rapid resolution of issues and easy

access to key environmental information.

3. Backup your data and software frequently. It is your responsibility to complete a backup of all

existing data, software, and programs before receiving services or support from Deltek

Customer Care. Under no circumstances will Deltek or a designated third-party be responsible

for any loss of software, programs, or data— even if Customer Care Analysts or technicians have

attempted to assist you with your backup, recovery, or similar services. Any such assistance is

beyond the scope of our agreement and the assistance is provided in Deltek’s sole discretion,

and without any guarantee or warranty of any kind.

In situations where you cannot meet these commitments, Deltek Customer Care will make every effort

to troubleshoot issues in an alternative manner but cannot guarantee timely resolution.


DELTEK SERVICE LEVEL GUIDELINES

Service Level Guideline Overview

Ultimately our goal is to respond to all Customer Care cases within a reasonable time and to resolve all

your cases quickly. However, given the complex and challenging nature of supporting sophisticated

enterprise software applications, the multitude of environmental variables, and factoring potential peak

times, our response and resolution times may vary. We have developed target response times to give

you peace of mind that we will properly prioritize your cases and respond appropriately to the more

critical issues. Additionally, we have developed internal escalation procedures so that all cases receive

the right amount of attention and management visibility as we work each case to closure.

Severity Level Definitions

Although we strive to resolve all cases in a timely manner, we use severity levels to differentiate mission

critical cases from day-to-day questions in order to respond more appropriately to each request. Based

on the nature of the support request, in partnership with you, we use the framework below to assign a

severity level to your case. The severity level is determined by you when your case is initially created.

The severity level may be raised or lowered at any time while the case is open. Any downgrade to the

severity level of your case must be agreed to by you before it is changed.


Severity Level Response Times

The below times are targets and times can vary depending on the time of day, month, or year, the

product and version. Given these factors, our goal is to reach these targets greater than 90% of the

time. Guidelines for initial response times vary by Support Care Plan. These times are based on business

hours. Any case received outside of business hours will be considered to be received the first hour of

the next business day.

Severity Level Standard Care

Target Response

Premium Care

Target Response

Select Care

Target Response

S1-Mission Critical 24 hours 2 hours 1 hour

S2-Critical 24 hours 4 hours 3 hours

S3-Elevated 24 hours 8 hours 6 hours

S4-General 24 hours 24 hours 8 hours

Severity

Level

Deltek Service Level Effort Expected Customer Effort

S1-Mission

Critical

Deltek dedicates a Customer Care Analyst

full-time to provide continuous support

until the case is either resolved or

downgraded.

Committed to making the relevant system

and personnel resources available 24x7.

Extremely responsive to all Deltek requests.

Senior management is formally engaged.

S2-Critical Deltek dedicates a Customer Care Analyst

to investigate the reported case during

business hours.

Committed to making the relevant system

and personnel resources during normal

business hours. Senior management is

informed.

S3-Elevated A Customer Care Analyst will investigate the

reported case during business hours and

escalate as necessary to ensure speedy

resolution.

Provide point of contact and respond to

Deltek inquiries within 24 hours.

S4-General Cases are assigned through our normal

channel and procedures during business

hours.

Provide point of contact and respond to

Deltek inquiries within 3 days.

The service level guidelines are used to help set expectations, trigger internal escalation procedures and

to ultimately confirm that we properly prioritize your support cases to enable us to put the right focus

and urgency around the mission critical and critical cases.

If you encounter a mission critical case please call Deltek Customer Care to ensure the

quickest response.


SUPPORT CASES

Case Definition

A Support Case is a single, reproducible issue, problem, or symptom that you require interactive

assistance from Deltek Customer Care in order to resolve. Support Cases can be opened through the

Deltek Customer Care Connect website or by telephone. Deltek response time will be based on the

severity of your case and the defined response targets for your Support Plan.

Opening a New Customer Care Case

When you contact Customer Care for assistance, we document the issue in a case for your organization.

We track each unique issue in a separate case, which has its own case number. We log every contact

(emails, phone calls, and chat records) about the issue into the case. You can view and update these

records on-line at the Customer Care Connect portal. The case number will be referenced in all

correspondence regarding your Customer Care transaction.

Standard Care subscribers are required to initiate new cases on-line to obtain a case number, before

contacting support. However we recommend that all customers open new cases on-line via our

Customer Care Connect portal when requesting support assistance. This allows us to capture all the

necessary information, including severity level, and can route your case to the most appropriate analyst

available. If your case is a mission critical one, we recommend that you contact Deltek via telephone.

Please direct any new issues to the appropriate product support team instead of contacting an analyst

you have worked with in the past. This will ensure that your cases are responded to as quickly as

possible. If you contact a specific analyst about a new issue, you may experience unnecessary delays.

Assigning Case Numbers

We assign case numbers to each unique issue to document and track the progress. Case numbers are

assigned when you contact Deltek Customer Care and speak with a Support Analyst or they are

automatically assigned when you submit a new case via the Customer Care Connect portal.

Checking the Status of your Case

The quickest way to check the status of your Customer Care Support case is to log on to Deltek’s

Customer Care Connect portal. You may access your “My Support Cases” page directly from the Support

home page under the Interactive Support section or from the My Account tab. We assign a status code

to your case. Please refer to the Case Status Table for a legend explaining some of the more common

status codes.

Reopening a Case

You can reopen a case up to seven days from date of closure using the Deltek Customer Care Connect

portal. You may access your cases from the Support Home page under the Interactive Support section or

from the My Account tab.


Case Status Codes (Table)

Status Meaning

New Case is new and has not yet been assigned to

a Deltek Support Analyst

New Transfer The case has been transferred to a new team,

who can more appropriately handle the case

Open Case is assigned to a Deltek Support Analyst

who is researching and working to resolve

your case

Researching with QC & Development The Deltek Support Analyst is working with

Deltek’s quality control and development

team(s) to review and escalate the case for a

code review

Updated by QC & Development Deltek’s quality control and development

team(s) has reviewed the issue and updated

the case

Client Action Required Waiting on information or input from the

customer

Updated by Client Customer has responded to the support

analyst and updated the case notes on-line

In Development In Deltek’s development queue to be fixed

Resolved UAT Customer Care has given a solution and is

waiting on confirmation from customer that

the solution was successful

Closed Issue is resolved and confirmed to be closed

with the customer

Case Resolution

We understand that you are looking for more than just a response to your Customer Care Case; you

want to know when an issue is going to be resolved. We strive to resolve your issue as fast as possible

with the highest quality, and look for direct confirmation from you that the issue has been resolved.

There are some instances when an issue will be deemed resolved without your direct input:

• The issue is found not to be due to any error in the Deltek product

• A work around or instructions are provided and accepted by you

• You are informed of a scheduled product release that contains an error correction for the issue

• The issue is classified as an enhancement request in product functionality

• The issue is determined to be a third-party vendor issue and you agree to transfer the problem

to the third-party vendor for resolution

• The issue cannot be reproduced in a baseline environment and it is determined that a Deltek

Consulting engagement is required to assess customization, architectural or environment

influences that might be causing or contributing to the issue

• The issue is outside the scope of support

• The customer contact for the case has been contacted three different times, using two different

forms of communication without a response back to Deltek

To ensure timely resolution, the customer contact who logged the Customer Care Case must be readily

available throughout the time period that the Customer Care Case is being worked on.


GETTING SUPPORT Deltek Customer Care Analysts are located in Customer Care Centers around the globe. Customer Care is

provided during business hours Monday to Friday, excluding public holidays. Hours of availability vary

by support care plan and region.

Obtaining Support

Deltek support is only available to customers on an active support and maintenance plan. For most

issues we suggest you open new cases on-line. For mission critical cases we recommend you call

support. Whenever possible, your call will be routed directly to a Customer Care Analyst who will assist

you. However, in the event all analysts are assisting other customers, you may be given the option to

leave a voicemail. Please relay your contact information, including contact number, name, and

telephone number, and a Customer Care Analyst will return your call as soon as they are available.

Authorized Support Contacts

Deltek support is available to only those contacts with-in your organization that are authorized to

contact support on your firm’s behalf. Firms are limited to a specific number of authorized contacts that

are designated in the support contract based on your specific support and maintenance plan. These

contacts are authorized to contact Deltek Customer Care on the firm’s behalf.

On-line Support Contacts

You can have an unlimited number of contacts that are able to use our support site, Deltek Customer

Care Connect. The Primary Support Contact of your organization manages all the support contacts on-

line using the support site.

Local Language Support

Level 1 or first line assisted support, for certain products, may be available in your local language during

normal business hours (8 hours a day Monday through Friday) in the local region. Outside of normal

business hours and for customers that subscribe to a plan with expanded coverage, support is only

available in English. Further, level 2 support, which is determined by the expertise required and/or the

urgency of the issue, may also only be provided in English.

Local languages that are currently supported include:

• Maconomy - is currently available in Danish, Dutch, English, Finnish, Norwegian, and Swedish.

• Vision - is currently available in English and French Canadian.

20

CONTACTING SUPPORT

Web Support

The best way to initiate a new case is on

submitted on-line 24x7. Standard Care

case number, before contacting support. However we recommend

on-line via our Customer Care Connect

capture all the necessary information, including severity level, and can route your case to the most

appropriate analyst available at that time. If your case is a mission critical one, we recommend that you

contact Deltek via telephone.

Telephone

Live support assistance is available based on your specific

numbers to access Customers Care, as well as,

Americas USA 1.877.457.7765

Canada 1.877.457.7765

* Vision customers in Australia are supported by our local certified Deltek Partners

SUPPORT AVAILABILITY

Holidays

Deltek’s Customer Care Centers are located in various locations around the globe. Each local office

recognizes most major public holidays in their region. This means that on major holidays, support for

general issues in these regions is closed. However

plans, expanded emergency coverage

line anytime and a support analyst will respond when we open for business.


The best way to initiate a new case is on-line using our Customer Care Connect portal. New cases can be

Care subscribers are required to initiate new cases on

case number, before contacting support. However we recommend that all customers open new cases

Customer Care Connect portal when requesting support assistance. This allows us to



Live support assistance is available based on your specific Deltek support plan. Below are the telephone

numbers to access Customers Care, as well as, support availability.

Europe

U.K. +44 (0) 870 241 0317 Australia

Belgium +32 (0) 70 223 009

Denmark +45 3527 7946

Finland +45 35 27 79 32

Netherlands +31 (0) 20 320 2727

Norway +47 22 83 63 88

Sweden 00800 457 77650

Other: 00800 5777650

supported by our local certified Deltek Partners



general issues in these regions is closed. However if you subscribe to the Premium Care

expanded emergency coverage is available during holidays. Additionally, you can log a cas

line anytime and a support analyst will respond when we open for business.


ortal. New cases can be

ubscribers are required to initiate new cases on-line to obtain a

customers open new cases

. This allows us to



. Below are the telephone

Asia Pacific

Australia 1300 500 952*



Premium Care or Select Care

is available during holidays. Additionally, you can log a case on-

21

Business Hours Support

Business support is for the non mission critical cases and is generally available during normal business

hours in regions where we have primary support c

closest to your corporate head quarters.

Extended Business Hours Support

Business support for Premium Care and Select Care is available 12 hours a day five days week.

Emergency Support

Emergency support is available with

For Select Care, emergency support is available

critical cases that affect production software

directed to a representative who will take your information and

Emergency support is available in English only for the following Deltek products: Deltek Cobra, Deltek

Costpoint, Deltek Maconomy, Deltek Open Plan, Deltek Vision, and Deltek wInsight.



hours in regions where we have primary support centers. Generally, we support the time zone that is

closest to your corporate head quarters.

Extended Business Hours Support


with Premium Care, 24x5 Monday 12:00am through Friday at 11:59 pm.

emergency support is available 24x7x365. Emergency support is limited to

production software. To access, call your support number and you will be

will take your information and route your call appropriately.


Costpoint, Deltek Maconomy, Deltek Open Plan, Deltek Vision, and Deltek wInsight.



enters. Generally, we support the time zone that is


rough Friday at 11:59 pm.

upport is limited to mission

and you will be

route your call appropriately.



DELTEK CUSTOMER CARE ESCALATION PROCEDURES

Escalation Overview

Occasionally support cases may need to be expedited. We have developed standard operating

procedures to ensure that cases are escalated within Deltek at certain milestones or events. This

ensures that your cases receive the appropriate attention at the appropriate time. Deltek’s internal

escalation procedures trigger a review of a case in the event that certain milestones are reached and no

significant progress has been made in satisfactorily closing case. Below is the escalation hierarchy that

we follow.

Customer Care Escalation Hierarchy

Changing your Case Severity Level

We use severity levels to differentiate mission critical cases from day-to-day questions in order to

respond more appropriately to each request (see severity level definitions). The severity level is

determined by you when your case is initially created and can be raised or lowered at any time while the

case is open. To change your severity level, simply inform the analyst you are working with that the

business impact has changed and you would like to update you severity level for this case. You may also

change your case severity level on-line at the Customer Care Connect site .

Customer Initiated Escalation

If you believe that your issues have not been resolved satisfactorily, and wish to escalate the issue, you

are encouraged to contact Customer Care. Please reference your case number and ask for your case to

be escalated to a manager. You can also email us at [email protected].


CUSTOMER SATISFACTION

Customer Care Surveys

At Deltek we are committed to providing best in class service to you. We use transaction surveys to

drive continual process improvement, including on-going enhancements to our service offerings,

support site, and support content. To ensure that our Customer Care employees keep your satisfaction

in mind, their quarterly and annual performance evaluations are based on your satisfaction.

In partnership with a third party survey provider, we send out thousands of surveys each month and use

the results to improve our business. We randomly send out surveys when a case is closed and ask that

you take a few minutes to let us know about your experience with the Customer Care Analyst. Below is a

sample survey and some of the attributes we measure. We strongly encourage you to complete these

surveys when you receive them.

Using a scale of 1 to 10, rate the following attributes of the Customer Care analyst who closed your case.

Quality Monitoring

In addition to surveys, we may record your telephone transactions to ensure the best possible quality

and a consistent experience. We use these results to educate our teams and ensure that we are

providing you with the best possible service.

MAXIMIZING YOUR DELTEK SUPPORT EXPERIENCE We offer a free seminar for all customers on an active support and maintenance plan that is designed to

help you maximize your experience with Customer Care. This session will provide you with a full

understanding of how to set severity levels, escalate cases, and employ best practices, and it includes a

brief demonstration of the Customer Care Connect web site to get you started. To learn more about this

session, or attend an upcoming class, logon to the Customer Care Connect site.


SOFTWARE RELEASE AND NAMING CONVENTIONS Deltek invests significantly in enriching its products. As a subscriber to one of our Support and

Maintenance plans, you may be entitled to the upgrades for your Deltek products that become

available. Deltek delivers different types of software releases during the life of a product. Most release

types are available for download from the Customer Care Connect site in the Product Downloads

section*.

Major Releases

A major release introduces new product components or modules and major architectural changes which

are derived from strategic themes or business drivers. New modules are not included as a part of your

support and maintenance agreement. A major release may also include bug fixes which were reported

in a prior version, but reassigned to the next major release. A release number of X.0* is assigned to the

major release once it has reached QC. Major releases are not scheduled to occur on a regular basis.

They are planned as part of the strategic product roadmap. As a guideline, this means a major release

may occur every two to three years.

Minor Releases

A minor release may include new features and enhancements as well as bug fixes. The naming

convention is X.Y where X denotes the major release family and Y starts at 1 and increments with each

minor release. Minor releases occur with predictable regularity following the base major release. As a

guideline, this means a minor release occurs approximately every six to twelve months. Any minor

release within a major release family may be hot fixed as long as it is still actively supported, but service

packs are only issued to the most current minor release within a major release family. Regulatory

updates will be issued for the most current minor release within a major release family. Regulatory

updates may be issued for the previous minor release if the most current minor release has been

generally available for less than a year when the regulatory update occurs.

Service Packs

Service packs consolidate bug fixes. The naming convention is X.Y SPZ where X denotes the major

release family; Y denotes the minor release and Z starts at 1 and increments with each service pack

applied to the minor release. Service packs are released as needed to the most current minor release

within a major release family. Note that service packs may also be issued for the initial release within a

major release family (X.0). Hot fixes are issued to the most current service pack. Customers must

upgrade to the most current service pack before applying any hot fix.

Hot Fixes

Hot fixes are in response to a specific, normally customer-reported, critical defect. They are released ad

hoc, as soon as available, via the Customer Care Connect site or made available through our on-line

update tool. Typically hot fixes are created in response to a severity-1 issue and is recommended that all

customers apply the Hot Fix in order to prevent a critical failure. Hot fixes may be developed for less

severe issues if sufficient justification is documented, reviewed and approved by an Incident Review

Board. Hot fixes may be issued for any supported minor release within a major release family. Hot fixes

will be applied to the most current service pack for the minor release.


Regulatory Updates

Regulatory Updates are issued on a periodic basis to update the application when regulations such as

state specific tax laws change. Regulatory updates are normally data updates (i.e. an update to a tax

rate) but may also include programmatic changes if required to comply with the new regulations.

Regulatory updates should not introduce new product capabilities but should be limited to updating

regulations that were already supported by the product. The support for new regulations can be

introduced in a minor or major release. A regulatory update is made available to clients via a special

section on the Customer Care Connect site. A Customer Care alert is posted on the site when new

Regulatory Updates are made available.

* Currently the Maconomy product suite is not available for download on the connect site. Please contact support to obtain

copy of the latest release.


GLOSSARY Assisted Customer Care: when you require a Deltek Customer Care Analyst to provide interactive application or

technical assistance. This is available through the Deltek Customer Care Connect web site or by telephone.

Authorized Support Contact: a member of your team who is authorized (per the Care Plan) to contact Deltek

Customer Care on your company’s behalf. This is typically limited to a few highly trained and skilled employees

who understand your implementation. The authorized contacts can open new cases and are responsible for

working with Deltek to identify, diagnose and resolve your support cases.

Business Support: Business support is defined as support for non mission critical cases. Business support is

typically limited to normal business hours. Please refer to your specific plan for the business support hours of

availability.

Customer Care: collectively refers to the customer support organization at Deltek dedicated to supporting your

Deltek software, most typically visible to you through 24x7 online web access and Deltek Customer Care Analysts.

Customer Care Analyst: often referred to as a Customer Care Analyst or Technical Customer Care Analyst. A Deltek

Customer Care Analyst is a highly skilled, highly trained application or technical employee who is ready to assist

you when you need interactive support assistance from Deltek.

Customer Care Connect: refers to our on-line e-support portal or Customer Care self-service web site

http://support.deltek.com, and collectively all of its features and assets.

Customer Care Plan: is a purchasable Customer Care service offering with defined deliverables, rights, joint

commitments and service levels. A Customer Care Plan encapsulates the shared working arrangement between

you and Deltek Customer Care.

Error: is defined as an error in product code, resulting in the product not functioning as documented, as per design

specification or as intended by Deltek.

Hot Fix: is defined as a specific revision file that corrects a specific error or deficiency in product code.

Initial Response Time: relates to a Customer Care case, and is the lapsed time from when you log a Customer Care

case to when a Deltek Customer Care Analyst is assigned to your case, and acknowledges such assignment by

initiating return contact. The Response Time you receive is a function of your Customer Care Plan and the case

Priority. If you submit a case on-line after standard business hours, the case is considered to have been opened

during the first hour of the next business day.

Normal Business Hours: are defined as 8 hours a day 5 –days a week in one of the Deltek supported time zones.

Primary Support Contact: is member of your team who is responsible for managing the authorized and on-line

support contacts within your firm. These are managed in our Customer Care Connect site.

Priority: the severity level of a Customer Care case, from 1 to 4, that encapsulates the impact an issue is having on

your business and/or application.

Support Case: a single, reproducible issue, problem, or symptom that you require interactive assistance with from

a Deltek Customer Care Analyst.

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