Welcome to ClickSoftware Worldwide Support

(1)

Welcome to ClickSoftware

Worldwide Support

(2)

Copyright Notice

Publication Notice

The information contained herein does not constitute a warranty of any kind. ClickSoftware Technologies Ltd. Reserves the right to revise this publication and make changes without notification. ClickSoftware Technologies Ltd. Assumes no liability for losses incurred as a result of information contained herein.

No part of this publication may be copied without the express written permission of ClickSoftware Technologies Ltd.

Trademark

ClickSoftware is a trademark of ClickSoftware, Inc.

Contact Information

Contact information is available from the ClickSoftware website - http://www.ClickSoftware.com

For support services, email to - [email protected] or visit the support page on the ClickSoftware website. For general information, email to - [email protected]

Version

ClickSoftware Worldwide Support Services Date: October 2013

(3)

1. Introduction

Welcome to ClickSoftware Worldwide Support!

The goal of this document is to give you, the Customer, a clear description of the services you will enjoy by having an active Support Agreement with

ClickSoftware. It contains a description of both internal and external support procedures for you to easily understand the way we work, and thereby improve our collaboration.

I invite you to work closely with us, as from past experience such collaboration can significantly reward the users of our products. Among other issues it will contribute in the areas of:

 Preventive maintenance  Fast problem resolution  Enhancement requests  Configuration issues

 Overall product satisfaction

Please feel free to contact me regarding any issue, including suggestions for improvement.

My colleagues and I look forward to working with you as a new member of our growing group of ClickSoftware Customers.

Sincerely,

Ran Erman

(6)

2. Worldwide Support Overview

General

The Worldwide Support department is part of the ClickSoftware Professional Services group. We manage six technical centers in different countries, spread over four continents. Our support teams employ a “follow the sun” model, to provide continuous services around the clock and around the globe.

This way, we support you anytime and anywhere!

Our headquarters’ proximity to the ClickSoftware R&D center in Tel Aviv, Israel (GMT +2) assures that ClickSoftware Worldwide Support is able to provide the best solutions in a timely manner. In addition, we closely collaborate with a Customer Oriented R&D (CORD) team acting as another tier of support.

Our contact portal for all services we provide is called the “Customer Zone”, accessed by visiting https://support.ClickSoftware.com//csweb/czone.nsf

Go to our customer zone and click on "Get your Access here".

Direct link: https://support.ClickSoftware.com/csweb/supporthome.nsf/RequestAccess In this portal you can download software products, search our extensive

knowledge base for solutions, obtain technical documents, product fixes, data updates, manage support calls online, and more.

(7)

We support different groups of Customers, each with their own unique combination of needs and demands:

 DirectCustomers: Companies that have completed their implementation projects and are operational with ClickSoftware products. These Customers have an active Support Agreement.  Customers via Professional Services: Companies that are in the

process of implementation and are supported from day one via their Professional Services project team.

 Implementation Partners: Alliance companies that are

implementing or reselling ClickSoftware products, or otherwise engaged with ClickSoftware and have an active Support

Agreement.

From an operational Customer’s point of view, ClickSoftware Worldwide Support is the natural next step in its new IT project life cycle. Once sales,

implementation and deployment phases are over, Worldwide Support becomes the main contact point for all technical and usage concerns regarding any implemented ClickSoftware products.

ClickSoftware Worldwide Support will coordinate all the ClickSoftware resources required to promptly solve reported problems and assist with product usage challenges.

Our

Expertise

ClickSoftware Worldwide Support provides assistance for implemented ClickSoftware products in the following fields:

 End user experience  Installation and upgrades  Minor configuration changes  Preventive maintenance  Product malfunction

(8)

Support Term

Support services are provided for 12 months starting from the date specified in the signed Support Agreement. The Customer and the ClickSoftware Account Manager will be notified by Support 60 days prior to the end of the term. Subsequent Support Agreement renewals should be coordinated with the Account Manager.

Product Life Cycle Policy

ClickSoftware supports a released product version for a period of 2 years after the general availability (official release) date of the next version. A minimum of 3 calendar years is guaranteed.

In addition, ClickSoftware offers 2 more years of extended support to cover the product phase-out period. During the phase-out period some of the support services (e.g. HotFixes, back-porting fixes from newer versions) will no longer be provided.

The following table details the services provided during the support lifecycle:

Service Standard _support Phase-out ₁_st_year Phase-out ₂_nd_year

Single point of contact for reporting problems √ √ √

SLA governed support services √ √ √

Telephone hotline for problem reporting and

guidance √ √ √

Three-level trouble ticket investigation √ √ √

New product releases and versions √ √ √

Scheduled hot-fixes √

Product bug fixes √ √

Back-porting of selected issues from newer

versions √

Remote access assistance √ √ √

GIS data updates √ √

Web based call tracking system √ √ √

Online access to product and support resources

(9)

Normal Business Hours

The term ‘Normal Business Hours’ always refers to the Customer's local time, usually 8 AM to 5 PM during normal business days, excluding weekends and holidays, unless otherwise stated in the signed Support Agreement.

Response Time and Resolution Time

The terms ‘Response Time’ and ‘Resolution Time’ as used in this document are defined as follows:

Response time: The period of time that elapses from receipt of a support call by your Worldwide Support representative, either by email or Hotline, until the representative acknowledges the receipt of it either by email or phone call. Resolution time: The period of time that elapses between Worldwide Support receipts of a support call until Support provides an acceptable solution for it (Possible resolution types are described on page #16 - “How a support call is

resolved”).

Although ClickSoftware Worldwide Support is not required to provide resolution in a specific time frame, we exercise continuous effort until relief is provided for Severity 1 support calls.

(10)

Problem Severity Scale

There are five severity levels that classify problems according to the implications of the reported issue, both in business and in technical terms.

The following table describes the Severity Scale, along with typical examples. The examples are provided as an illustrative tool only, and should not be treated as an exact definition of a severity category.

Severity Problem Description Example

1 Fatal

No useful work can be done.

 Production server crash.  No task is being scheduled.

2

Severe Impact

Functionality disabled, errors that result in a lack of application functionality or cause intermittent system failure.

 Some tasks are not being scheduled.

 Severe performance degradation.

 Occasional server hang-up.  Some objects remain locked

for user operations.

3

Degraded Operations

Errors causing malfunction of non-critical functions.

 Inability to edit Engineers.  Inability to add N/A

Assignments.

 Inaccurate Travel Time display on Gantt.

4

Minimal Impact

Attributes and/or options to utility programs do not operate as stated.

 Inability to delete optimization profiles.  Excessive error logging to the

Event Viewer.

 Slow performance of the Zip Code Import Wizard.

5

Enhancement Request

Additional functionally requested that was not part of the initial project.

 Add validation of data to existing forms.

 Add an event or agent to perform custom operation on the server

(11)

Problem Priority Scale

There are four Priority levels that classify problems. Priority defines the Customer’s expected priority for handling the calls.

The following table describes the Priority Scale, together with examples. The examples are provided as an illustrative tool only, and should not be treated as an exact definition of a Priority category.

Priority Problem Description Example

1

Immediate

No useful work can be done.

 Production server crash. Usually goes together with Severity 1 calls.  No task is being scheduled.

2

High

A relatively quick resolution is required.

 A manual workaround exists for a problem in crucial automatic process.  Intermittent failures of a crucial module,

with a workaround/recovery.

3

Medium

Resolution is not required within days.

 Usage/performance consultation.

 Report of a deviation that slightly hinders the usability of the system.

4

Low

Full resolution can be supplied in the following month.

 Enquiry about future versions.  Report of a minor deviation.

How to use Severity and Priority Scales?

Severity and Priority Scales are used to help us better prioritize incoming calls. Severity is automatically set based on the business implication as described by the customer when opening a call. Calls are first prioritized according to the Priority field. Once the implications of the problem are well defined, the Severity field status tends to stay unchanged, while the Priority status may change to reflect the approaching due date.

(12)

Support Level Plans

Customers can select a Gold or Silver support plan. These plans differ mainly in response times and time availability.

Gold Plan entitles the Customer 24/7 support, including holidays, together with significantly faster guaranteed response times.

Silver Plan entitles the Customer to 8 AM to 5 PM support, 5 days a week, excluding holidays and weekends.

Silver Customers may obtain off-hour support solely for critical issues and this support will entail additional charges. These charges are detailed in the Support Agreement.

Off-hour support is defined as support given outside of the time window described above.

Please ensure prior to contacting Worldwide Support that you are aware of which plan your company has purchased.

The following table describes the relevant Response times for each Support plan:

Severity Gold Plan Silver Plan

1 – Fatal 2 hours 4 hours

2 – Severe Impact 4 hours 8 hours

3 – Degraded Operations 8 hours 1 business day

4 – Minimal Impact 1 business day 3 business days

(13)

3. Customer Side

General

In order to deliver the best service possible, we require a certain level of knowhow from our customer’s contact people. When our customer’s contact people are technically familiar with the Service Optimization system and its IT infrastructures (e.g. operating system, networking architecture and DB environment), collaboration is very effective and fruitful.

The cooperation between our customers and Worldwide Support is the key to expediting the resolution of issues and delivering world class service.

What does it take to be a Service Optimization System

Administrator?

We require support contact people to participate in either the “ClickSchedule for Administrators Course” or the “ClickSchedule Technical Product Training”. We highly recommend attending the course “Supporting Service Optimization implementation”.

For more details - http://www.ClickSoftware.com/services-education.htm

Upon the completion of this training, the participants will be able to:

 Explain the usage and importance of key components, objects, and functional areas of the system.

 Define and modify users in the ClickSchedule implementation.  Use ClickSchedule administrative tools to enable full functionality of

ClickSchedule server.

 Maintain the ClickSchedule implementation.

 Provide 1st line support for Service Optimization implementations.  Troubleshoot and gain skills for in depth troubleshooting of Service

(14)

The Service Optimization administrator is required to be familiar with the following topics, not included in the training program, when installing the software,

troubleshooting a problem and working with worldwide support:

 Windows Task Manger usage

 Event Viewer logs reading

 IIS administration

 Windows Services administration

 Registry administration

 Active Directory and users administration

 Basic DB related operations (Backup & Restore, Run SQL queries)

Certified Contacts

Certified Contacts are people who have permissions for logging to the customer zone. In order to be a certified contact one should take the required courses mentioned above and approved by Worldwide Support.

Each certified contact has a unique username and password. Different certified contacts may have specific options available, based on their user profile.

How to register yourself as a certified contact?

Go to our customer zone and click on "Get your Access here".

(15)

4. Encountered a problem?

General

A support issue is defined as any technical question or problem related to ClickSoftware’s Products and included in support expertise (as described in chapter 2).

Determine the Nature of Your Problem

The first and most important step is doing a self-analysis. This will expedite the troubleshooting process towards a resolution, as you might find you can fix it yourself and better understand what to do. In case Worldwide Support

involvement is required, handling the problem will be more efficient when the context is clear.

The following questions can be used as guidelines for first analysis and

troubleshooting (see support call guidelines in customer zone for the full list):  What Environment is it?

(e.g. Production/test/development/training)  What Product & Version

(e.g. Service Optimization server, ClickSchedule, ClickMobile, ClickPlan, ClickForecast)

 What is the unexpected behavior of your Service Optimization system?

(e.g. Error messages, performance issues, optimization issues)  What actions/changes were you doing at the time of the issue, or

just prior to it?

 Is it failing on ALL of the machines (Servers/Clients) or just on some?  How critical is this problem to your production?

 Can you work around it until a fix is found?  Are there any error messages?

(16)

Isolate the Problem

Following the guidelines above, try to define the steps required to isolate the problem as specifically as possible:

 Determine the steps required to consistently reproduce the problem.

 Identify the modules, processes, configuration, Database objects and external systems involved.

 If possible, reconstruct on a test environment. Otherwise, report your findings to Worldwide Support.

Use On-Line Resources

ClickSoftware maintains an online library of resources as part of the Customer Zone. Search the following libraries for problem resolution:

 Product Documentation

Including: Sys Admin, Configuration and Installation guides  Wiki Pages

 Previous support calls of your account  Implementers Forum

Summarize Your Findings

After performing the steps above you should have a better picture of the issue -what is happening, is it a deviation or system planned behaviour which could be changed following different usage or configuration? At what times and

circumstances? Are automatic processes involved? (Could be Service Optimization or operating system related), etc.

If you need further assistance to evaluate your findings and/or perform a deeper investigation you should contact Worldwide Support.

(17)

5. Working with Worldwide Support

How to Engage Support?

The best way to engage with us is by logging a support call. Each support call includes a single question or a technical issue. By logging a call, the relevant information is logged in our database and is visible to all relevant parties

involved (e.g. support engineers, customer certified contacts, project managers) Other communication channels are the Worldwide Support hotline, and the support inbox - [email protected]

The hotline is normally used for urgent updates and fatal issues (severity 1).

How to log and manage support calls

Use ClickSoftware Customer Zone to log and manage support calls: https://support.ClickSoftware.com/csweb/czone.nsf

Certified contacts are able to login the customer zone and log, view and update calls, according to his/her role and permissions. Common operations are:

 Opening a new support call

 Updating a support call with information, including file uploads (DB dumps, various logs and traces, error screenshots, etc.)  Reviewing updates and call history

 Escalating Calls

 Approving when resolution was found

Each call is automatically assigned a call number for reference. This number allows prioritization and tracking your problem effectively.

(18)

Support Hotline

Type Location Details

Free toll Hotline Australia 1-800-148-763 ext. 1 Austria 0-800-295-134 ext. 1 Belgium 0-800-796-70 ext. 1 Brazil 0-800-888-1176 Canada 1-877-342-6743 China, North 1-080-0972-0089 ext. 1 China, South 1-080-0172-0089 ext. 1 Denmark 0-808-85575 ext. 1 France 0-800-904-826 ext. 1 Germany 0-800-0826-408 ext. 1 India 0-008-0010-08498 ext. 1 Netherlands 0-800-0223-063 ext. 1 Norway 0-800-18452 ext. 1 South Africa 0-800-997-490 ext. 1 Switzerland 0-800-561-375 ext. 1 Thailand 0-018-009-722912 ext. 1 United Kingdom 0-800-169-0153 United States 1-877-229-9436 Any other country +972-3-765-9400 ext. 433

Other contact details for ClickSoftware Worldwide Support are listed below.

Type Location Details

Email [email protected]

Web http://www.ClickSoftware.com/customer-zone/

Address

Azorim Park, Oren Building 94 Em Hamoshavot Road Petach Tikva 49527 Israel

(19)

Support Calls Life Cycle

Each support call has a status property. Possible statuses are:  New: automatically assigned to each call created.  Open: support call requires additional actions

 Approved: when customer and support engineer agree that a resolution has been reached

 Closed: Internal status, assigned by Worldwide Support.

Relevant for internal knowledge sharing and documentations procedures.

Below is a diagram demonstrating the support calls life cycle:

(20)

How a Support Call is Resolved?

A support call is resolved and its status changes to Approved, when you and the support engineer agree that a resolution has been reached. Your case may be resolved following:

 Information supplied  Explanation of correct usage  Finding a workaround  Data was corrected

 New Hotfix/Patch item was deployed  Custom development

 Configuration change

 The problem is no longer an issue

Customer Satisfaction Survey

In order to educate us on your needs and help us improve our service, we use an electronic customer satisfaction survey. We invite you to provide valuable feedback on how your support call was handled. This short survey is sent to our management team for review and from this we can derive actions.

(21)

Escalation Procedures

In cases where the Customer feels the need to discuss an outstanding call, because of excessive handling time, unacceptable resolution of a problem, severe implication, personal issues with any of the support staff or any other reason, the Priority field can be changed to reflect the new priority for the call. Alternatively, a request to change the Severity of the call can be sent to the ClickSoftware Support inbox. These changes will alert the relevant Support Team Leader to be involved. Such calls will be discussed with the customer in order to develop an action plan, agreed with customer's contacts.

Calls which are defined as fatal (Severity 1, Priority 1) are automatically

addressed as escalation calls and the relevant Support Team Leader is alerted to take action.

Customers may also request escalation to a higher level whenever deemed necessary. In such cases, please do not hesitate to discuss it with Ran Erman, Director of World Wide Support. Cases can also be escalated to Yoni Tsrouya, SVP Professional Services.

Ran Erman

Director of Worldwide Support Tel: +972-3-7659400 Ext. 565 Mobile: +972-54-6722565 Email: [email protected] Yoni Tsrouya SVP Professional Services Tel: +972-3-7659400 Ext. 589 Mobile: +972-54-6722589 Email: [email protected]

(22)

6. Support Procedures

Transition to Support

When a solution implementation stage is completed, the customer is transferred from Professional Services project team to Worldwide Support.

We learn the design of the project and create a similar environment that will help us reconstruct customer specific scenarios.

Benefits of working with Worldwide Support:  Availability

 Better and easier reporting and tracking of issues  Central knowledge management

 Clear support procedures  Clear escalation procedures

 Access to support tools

License Generation

ClickSoftware products function with a valid purchased license. Your license is usually provided by the Professional Services project team. In some cases, such as the addition of new engineers and/or servers to the system, new licenses are required. License requests are managed via the online Customer Zone.

Upgrades, Updates & Fixes

Mission critical systems need to be on latest product version, to keep with up to date technology, to get new features and to enable easier support. Once a new major version becomes available, ClickSoftware will offer upgrading options to you, and our Professional Services teams will work closely with you to ensure a smooth upgrade.

In general, we will provide fixes to products when required. Fixes may be in the format of a patch, a temporary fix, or a service pack. We will coordinate with the customer the type of fix to be provided, based on the Severity and Priority of the problem.

(23)

7. Additional Services

Consulting Services

Deploying a service optimization solution is a step in the right direction toward bringing efficiencies to your service organization. This step, along with the guidance of trained experts and a keen understanding of industry best practices, will maximize the efficiency goals of your organization.

ClickSoftware's Consulting Services offers a portfolio of services designed to address these issues that arise in conjunction with optimization technology purchases. As a whole, the portfolio enables ClickSoftware to take a more holistic view of a service organization - before, during and after implementation. Individually, each service is targeted to address audiences of various levels, from managers to executives, to bring value to all levels of an organization.

When it comes to field service software and optimization, ClickSoftware is uniquely positioned to bring the highest value in consulting. With more than 150 customers in a cross-section of industries worldwide, ClickSoftware's experience in mobile workforce management cannot be rivaled.

ClickSoftware's Consulting Services Include:

 Service Operation Review

 Service Performance Benchmark

 Schedule Optimization Tuning

 Application Data Layer Tuning

 Geographical Coverage Analysis

 System Health Check

 Building a Business Case

 Service Change Management

 Service Excellence: The Executive View

 Achieving Operational Excellence

(24)

On-site Visits

On-site visits may be proactive, e.g. for health checks, training, etc., or reactive, in order to expedite problem resolution. Our engineers are up to any challenge, and will be available promptly, upon an agreement between ClickSoftware and the customer.

Education and Training

Once your ClickSoftware system is up and running, the next step is to ensure that the users and administrators working with the solution know how to operate it to its fullest extent. As time goes by, there may also be the need for refresher training, or training of newly-hired employees.

At ClickSoftware, we view training as an integral part of gaining efficiencies through workforce management and service optimization.

ClickSoftware's professional trainers will ensure you and your team are fully equipped to get the most out of your technology investment. We offer numerous training courses and work to make many more topics available. Courses can be delivered via eLearning, site at your own premises, on-demand or in one of our dedicated training centers. If there is a specific course of interest that we do not currently offer, please email the ClickSoftware Education team at: [email protected] your suggestions. We highly welcome and appreciate your input towards developing future courses. ClickSoftware’s eLearning courses are built using a state of the art online learning system which offers participants a comfortable and seamless training experience. This features a self-learning website which can be used for study purposes.

The practice environments combine cutting edge amazon cloud virtualization technology with installations of ClickSoftware’s solutions, allowing the trainees to benefit from a hands-on experience of the products as part of the eLearning course.

To learn more about our training opportunities visit: http://www.ClickSoftware.com/services-education.htm

(25)

Welcome to ClickSoftware Worldwide Support