how to get the most out of technical support marcelo y. konatu manager, technical support americas...

How To Get The How To Get The Most Out Of Technical Most Out Of Technical SupportSupport

Marcelo Y. KonatuManager, Technical SupportAmericas Support Center

© 2005 Progress Software Corporation2Sim

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AgendaAgenda

Part 1 – About Technical Support Part 2 – Support Offerings Part 3 – Getting the Most Out of Our

Redesigned Website Part 4 – How to Effectively Interact With

Progress Technical Support


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About Technical SupportAbout Technical Support

Mission Statement Scope of Technical Support Organization Chart Worldwide Organization Support Expertise

Part 1Part 1


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Mission StatementMission Statement

Help Progress customers to be successful with our products by

providing timely resolution of cases


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We SupportWe Support

26 Products available across 32 different platforms

That are used by 2000 AP’s and a total of 50,000 end user organizations

In 120 countries worldwide


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Scope - What Do We Do?Scope - What Do We Do?

Enable Availability, Recoverability and Supportability for our customers

Build strong partnership with customers to ensure loyalty and trust

Responsive, high quality Support Provide Analysis of Technical Support Activities Act as the customer advocate in Progress Maintain Knowledge Center solution database Drive efficiency and effectiveness


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Scope - What We Do Scope - What We Do NOTNOT Do Do

We do not support:– End-users of our

AP's*

– Prospects

– Evaluation licenses

Formal Customer Training

Consulting:– Performance Tuning– Customization– Hardware Sizing– Configuration Advice

*Exception: Partner After Hour Support


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Technical Support Organization ChartTechnical Support Organization Chart

Bill DeLongVice PresidentWW Customer

Services& Operations

Peter HoltDirector

WW TechnicalSupport

Aaron CornSr. Manager

TS Operations

Peter HoltActing DirectorEMEA Support

Shaun PetersonDirector

Americas Support

Perla LopezManager

App. Development,Webspeed and

Dataservers

Marcelo KonatuManager

Latin AmericaTeam

Nancy RogerSr. Manager

Deployment andDatabase Team

Linda HodginsManager

Advantage andOperations

Jean RichertManagerFront End

Eelco EssenbergManagerBack End

Ineke BerendsManager

N-Tier

Huon KendallManager

AsiaPacific Support


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Latin America Organization ChartLatin America Organization Chart

Shaun Peterson

Director

Americas Support

Marcelo Konatu

Manager

Latin America Team

Rogelio Cervantes

Principal Support Engineer

Erika Santos

Senior Support Engineer

Pedro Martinez

Senior Support engineer

Paulo Lima


Hugo Loera


Renato Reis


Roberto Oltman



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A Worldwide Support TeamA Worldwide Support Team

Americas Support Center

Bedford – USA

28 Engineers

EMEA Support Center

Rotterdam – Netherlands

24 Engineers

AsiaPacific Support Center

Melborne – Australia

5 Engineers


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A Worldwide Support TeamA Worldwide Support Team

3 Support Centers Covering 5 Continents 24 hours coverage Multilanguage – 14 Languages 1 Integrated Support System 1 Integrated Telecommunication System Several web-based options for customer self-

service support:– Knowledge Center– Download Center– Technical Support Direct


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Tech Support ExpertiseTech Support Expertise

Average number years in:– Technical Support,

8 years– OS System

Administration, 7 years – Progress Development,

8 years 76% are Senior Engineer,

or above 30% have previously

worked for a customer of PSC

14 spoken languages worldwide

Knowledge of our customer base

Assisting other departments:– Delivering training– Consulting

assignments– Q&A and Development


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Customer SatisfactionCustomer Satisfaction

On a scale of 10, we consistently score a world class:

All customers are surveyed regarding

satisfaction after their case is closed.(Unless previously surveyed in the last 3 months)


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Customer ValueCustomer Value

Direct cost savings for customers contacting Progress Tech Support (per case US$)– For Development $5,488– For Production $3,680

55% of our customers said it would have taken an additional 5 days or more to resolve their case without Tech Support help

Over 70% say they gained a better understanding and insight into Progress products by working with Tech Support


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Knowledge Center ValueKnowledge Center Value

In a recent survey, our partners/customers had this to say about our Knowledge Center:– 61% said the Knowledge Center had a

significant positive impact on their efficiency and effectiveness

– 69% said the Knowledge Center positively affected their application design


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In Summary…In Summary…

Worldwide, 24 hours, Multilanguage Support

Experienced Veteran Support Team World class customer satisfaction Our customers recognize our value! Efficient and easy to use self-service

options


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Support OfferingsSupport Offerings

We have a variety of Support offerings tailored to match our customers demands:– Standard Support

– Extended 24x7 Support

– Advantage Support

– Partner After-Hour Support

Part 2Part 2


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Standard SupportStandard Support

Subscription to technical newsletter

Product Updates PSDN Membership Knowledge Center Online Service Packs License Investment

Protection

8x5 Direct Access to Technical Support– Unlimited Work Requests– Unlimited Contacts– Remote diagnosis of

technical situations – Native speaker support – 14

different languages– Phone, web and email

support Tech Support Direct Online


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What Customers Say About Standard What Customers Say About Standard Support?Support?

“We need to be able to talk to someone on the phone!”

“I love the download center”

“We rely on service packs to get the fixes we need”

“I find everything I need in your Knowledge Center”

“We count on Support expertise to help our development staff”

“We rely on Progress Support to assist our customers!”

“I need Support in my native language”


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Extended 24 x 7 SupportExtended 24 x 7 Support

Knowledge Center Online PSDN Membership License Investment

Protection Service Packs Product Updates Subscription to technical

newsletter

24x7 Direct Access to Technical Support– Unlimited Work Requests– Unlimited Contacts– Remote diagnosis of technical

situations – Phone, web and email support– After hour phone support– Tech Support Direct Online

After Hour Senior Level Support 1 hour call-back Continuous effort for business

critical issues


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Partner After-Hours SupportPartner After-Hours Support

Technical Support will hand-off the support incident to the Application Partner the next business day

Provides small AP with a complete portfolio of offerings

Support for Progress products ONLY!

After-Hours Direct Access to Technical Support– Special Telephone Number– Unlimited Work Requests– Unlimited Contacts– Remote diagnosis of technical

situations – Phone, web and email support– Tech Support Direct Online

After Hour Senior Level Support 1 hour call-back Continuous effort for business

critical issues


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What Customers Say About Extended What Customers Say About Extended 24x7 & Partner After-Hours Support?24x7 & Partner After-Hours Support?

“My database runs 24 hours a day”

“I have clients from all over the world connecting to my application”

“This is a WEB/ WebServices application”

“I am deploying my application in a different time zone from development”

“I am expanding my deployment environment to accommodate users from different time zones”

“Just got a new hardware with 24x7 support contract from the vendor”

“My IT staff is located overseas”

“I would be in serious trouble if my system goes bad in the middle of the night”

“I never knew you guys had 24x7 support offerings”


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Advantage SupportAdvantage Support

Technical Relationship Manager– 2 on-site visits per year– Detailed Account Knowledge

Direct access to senior TSEs Automated, time dependant,

escalation Priority response from product

management Monthly status reports Quarterly conference calls


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What Customers Say About Advantage What Customers Say About Advantage Support?Support?

“I need someone to look after my relationship with Technical Support”

“We have a very complex environment”

“I have strategic customers with aggressive deployment deadlines”

“My product development cycle depends on timely product fix delivery”


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An Appropriate Offering for EveryAn Appropriate Offering for Every

Business Need!Business Need!


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Get the Most Out of Our Redesigned Get the Most Out of Our Redesigned WebsiteWebsite

The Best Tools Available on the Web:– Knowledge Center– Download Center– Product Documentation– Technical Support Guide– Product Availability Guide– Enhancement Request

System– Technical White Papers

Part 3Part 3


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The Progress Support WebsiteThe Progress Support Website

In your own language Redesigned to list all resources and

offerings available to our customers Several options available:

– Technical Support Guide

– Product Availability Guide

– Enhancement Request System

– Technical White Papers


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Our Newly Redesigned WebsiteOur Newly Redesigned Website

Knowledge Center

Download Center

Technical White Papers

Support Guide

Login a Support

Case

Enhancement Request System

Product Availability

Guide


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Progress Knowledge CenterProgress Knowledge Center

Our knowledge database available 24 hours a day!

Holds solutions created by all engineers in the 3 support centers

Real-time updated – No delay It is part of the Technical Support workflow –

Documents ALL known solutions QA process to guarantee the quality of the

solutions Findable


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Progress Knowledge CenterProgress Knowledge Center

Natural

Language

Search

Keyword Search

Available

Resources


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Progress Download CenterProgress Download Center

Download your product over the Internet! Easy and fast way to get access to new

releases Service packs and deployment

components available Requires username and password


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Progress Download CenterProgress Download Center

License

Addendum

Download

Log

Version and

Platform

Admin and

Config


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Progress DocumentationProgress Documentation

All current Progress and OpenEdge documentation available:– Progress

– OpenEdge

– Dynamics

– Fathom Different options to view the documents:

– Dynamic HTML

– Adobe PDF

– Download HTML


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Progress DocumentationProgress Documentation


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How to Effectively Interact with How to Effectively Interact with Technical SupportTechnical Support

How to contact Progress Technical Support

Escalation Procedure Support Tools

Part 4Part 4


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How to Contact Progress Technical How to Contact Progress Technical Support?Support?

There are 4 ways to open a case with Progress Technical Support:– Techweb

– Quicklog

– Technical Support e-mail

– Toll free number


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How to Contact Progress Technical How to Contact Progress Technical Support? Support?

Techweb:– Web application– Check for statuses– Case history– Requires user login

Quicklog:– Web application– Serial Number required– No login required

Technical Support e-mail:– Open cases using e-

mail parser– Requires W/R or Serial

Number in the subject line of e-mail

Toll free number:– Must be used for high

priority and down cases

– Access to a Support Engineer on the phone

– Serial Number required


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Escalation ProcedureEscalation Procedure

Use whenever you need to intervene about a Technical Support case.

Make sure you have the following information:– A case number so we can track the problem in

our system– If you did not contact Technical Support

please make sure you log a case first– Technical Support Engineer assigned to the

case– Business impact of the support case


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Escalation ProcedureEscalation Procedure

First level: Technical Support Engineer Second level:

Marcelo Konatu

Technical Support [email protected]

1-781-280-2751

Third level:Shaun Peterson

Technical Support Director

[email protected]

1-781-280-4376


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Escalation Procedure – Best PracticesEscalation Procedure – Best Practices

Always contact support FIRST! Always have a customer submit a support

case Technical Support is the only organization

responsible to escalate a case– We own the communication with the

customer, Development and Product Management


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Support Tools and ResourcesSupport Tools and Resources

SOLEN: Development group responsible to assist Technical Support and product supportability features

proInventory: Progress application designed to collect information from Progress and operating systems

Log Reader: Progress 4GL application to facilitate the manipulation of log files

Remote Access Tool: Centra application for remote troubleshoot and diagnostics

Black Box: Monitors real time events on Windows platform


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We are here to help:– Collect the appropriate information

– Find the right person to contact Your timely assistance is very valuable


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How to get the How to get the most out of Technical Supportmost out of Technical Support

A worldwide support team available to our customers!

Support offerings to cover every business need

Several resources available on Progress Support Website

You are not alone! We are here to assist you

Review


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How to get the How to get the most out of Technical Supportmost out of Technical SupportQuestions

how to get the most out of technical support marcelo y. konatu manager, technical support americas...

Documents

progress software corporation

support offeringspart

customer selfservice

years progress development

technical supportmarcelo

technical supportpart

customer advocate

customer baseassisting