Software Maintenance and Support Services TECHNICAL SERVICES

TECHNICAL SERVICES

Support

Customers with active Software Maintenance and Support Agreements have access to a full range of support services:

~ Technical support for all published

Perceptive Software product functionality — provided with exceptional customer service

~ A comprehensive Global Support Services (GSS) team to handle all aspects of the support process

~ Optimized access to Global Support Services Engineers facilitated by GSS coordinators who assign all calls, web chats, technical e-mail and web-submitted cases to the most qualified resource

~ Access to the Perceptive Software subject matter experts needed to drive issues through resolution

~ Defined escalation process to ensure continual progress on issues to resolution

~ A Customer Service Advisor who serves as your advocate throughout the support process, providing ongoing and effective communications

~ A comprehensive product and technical testing lab to reproduce your technical environment for acute issue troubleshooting

~ Secure, personalized 24–7 access to the online Perceptive Customer Portal

~ Services available from the Upgrade Services team to assist with keeping your environment current on the latest releases of Perceptive Software technology, or to assist with the move of your environment to new hardware or operating system platform Perceptive Software’s Software Maintenance

and Support Agreement, or SMSA, is a vital part of every customer relationship we establish, representing both a high level of enterprise support services value and a comprehensive commitment to your future success with Perceptive technologies.

Software Maintenance

To help you maximize your Perceptive technology investment, Perceptive Software provides the following software maintenance benefits to keep your environment operating at peak performance and help you take full advantage of the newest features and technology available. You get:

~ Notification of new releases, technical alerts and other product updates

~ Access to download licensed published software Utilities and documentation for service pack updates, point releases and new version releases

~ Ability to interact with Product Management by submitting ideas for new product functionality via the Customer Portal

Software Maintenance and Support Services

Assisted Support

Global Support Services is focused on

compressing the time frame from issue inception to resolution while providing a remarkable support service experience. In support of this goal, we deliver support via a strategic, multi-layered approach:

~ A team of Global Support Services coordinators are readily accessible through four channels — phone, e-mail, web chat or web case submission.

~ Each GSS Coordinator receives requests and issues and uses intelligent support case routing to direct a customer to the appropriate Global Support Services Engineering resource or Customer Service Advisor (CSA) for assistance within a defined knowledge queue. Based on the Perceptive technology in use and the business impact of the issue, this direct connection with subject matter experts ensures the rapid alignment of experience and industry expertise for each issue.

~ The Global Support Services resource works directly with you, following up as often as needed based on the nature of your issue and level of interaction, to drive issue resolution.

~ When acute issue escalation becomes necessary, a Customer Service Advisor is brought into the loop. The CSA monitors issue progress, engages additional Perceptive Software resources and contacts the customer as needed until the issue is resolved.

~ The Global Support Services Engineering team has direct access to the Research and Development team for assistance with product-related issues. For solution-related issues, the Engineering team works with the Professional Services Solution Development team to provide resolution.

~ The Global Support Services management and Technical Services vice president Global Support Services offers customers two

options for expanding their Perceptive technology knowledge and resolving issues they may experience within their implemented solution.

Self-Service Support

Knowledge tools — Online help, webinars, eLearning and the Knowledgebase — are available on the Customer Portal for customers to grow their expertise, as well as research and resolve issues they may be experiencing in their environment, without the need to engage the Global Support Services team directly.

Knowledge Engineers are continually contributing robust technical content to make sure the knowledge tools are relevant, dynamic reference repositories. The Self-Service Knowledge team constantly refines the functionality available on the Customer Portal to ensure a superior and tailored online experience:

~ Collaborate live (chat or share your screen) with an Engineer

~ Create, update and view status of support cases

~Download software and utilities

~ Ensure your technical environment is current in our database

~Search the Online Help database

~ Search the Knowledgebase for solutions to common technical issues

~ Review training course schedules, outlines and agendas

~Participate in Customer Community forums

~Research the product upgrade process

~ Engage Product Management to assist in the evolution of Perceptive technology via the Ideas Forum

~ View interactive presentations and webinars regarding new functionality

~ Access available eLearning modules for self-study

Customer Support Experience

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Technical Services

Self-Service Support customer.perceptivesoftware.com Customer Inquiry Assisted Support phone > e-mail > chat > web case submit

Customer Portal  Downloads  Product Documentation  Knowledgebase  Live Collaboration  Community Forums  News  Interactive Webinars  eLearning  Case Management

 Manage Customer Portal

 Build Knowledgebase content

 Tailor content to customers

 Analyze data, build process roles to solve gaps

 Assist in training of use of tools and actual knowledge

 Advance Knowledgebase technology

 Make international

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Self-Service Knowledge Team Case Assignment Coordinator Cloud Services Global Support Services Upgrade Support How to

Assistance SupportiScript Technology Support Customer Service Advisor Customer Follow-Up Global Support Services Engineering

Path of Escalation Level 1 Level 2 Level 3

Research &

Development Customer ServiceAdvisor Global SupportManagement VP of TechnicalServices Technology and Solution

Escalation Issue Escalation Coordination Support Case Opened Resolution

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Hosted Platform Support Professional Services Remote Administration

Customer Service Advisor,

Your Advocate

For some software companies, support means nothing more than setting up a phone line and a website and letting customers find their own way to the final goal of issue resolution.

But the inherent complexity and customization of enterprise software deployment requires more than just technical expertise at a distant help desk. It requires the ability to guide customers through the entire support experience, coordinate a range of support resources and ensure effective problem resolution through a single, personal point of contact.

At Perceptive Software, the Customer Service Advisor, available to all customers under SMSA, provides:

Guidance and Advocacy

The Customer Service Advisor acts as a trusted guide and advocate for you throughout the product support process. A strong long-term relationship with someone familiar with your industry and specific business needs ensures a positive customer support experience.

Proactive Case Management

Through regular monitoring and scheduled technical case reviews, the Customer Service Advisor will take strategic action to manage high-priority issues quickly and effectively.

Technical Account Management

The Customer Service Advisor is responsible for owning and driving the support process, assisting with licensing needs and providing guidance and leadership when cross-team coordination is required, so you’re never left without guidance.

Global Support Services Team

Perceptive Software’s Software Maintenance and Support Agreement (SMSA) is backed by a Global Support Services team comprised of Coordinators, three levels of Engineering, a group of Customer Service Advisors, a Self-Service Knowledge Experience team and GSS management. Their roles are described in the context of the overall support services organization in the Customer Support Experience section, above.

Because Perceptive Software views support services as an integral component of our exceptional software, we only hire the very best support personnel with both world-class credentials and extensive experience.

Our Engineering team is comprised of Computer Engineering and Computer Science graduates, and as a team have decades of experience in the IT industry. GSS Engineering staff have experience working on a variety of operating system platforms and databases from all major database vendors, as well as holding industry certifications. Across the team, members hold CDIA+, Network+, A+, Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Professional (MCP), Certified Novell Administrator (CNA) and Certified Linux Professional (CLP) certifications. Continuing education in the many technologies that our customers depend on is a priority within the Engineering team. All Engineers are encouraged to enhance their skills by learning new

technologies either on their own or by attending company-sponsored technology training throughout the year.

The Customer Service Advisor team consists of degreed professionals with an average of over ten years of experience working with customers to deliver outstanding customer service in the software industry.

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Technical Services

Support Center Locations

Perceptive Software Global Support Services has six primary Support Centers:

~ North America Support Centers: Corporate headquarters, Shawnee, Kansas; Ashburn, Virginia; Bloomington, Minnesota

~ EMEA Support Centers: Budapest, Hungary; Apeldoorn, Netherlands

~APAC Support Center: Cebu, Philippines Additionally, we have satellite Support Centers located throughout North America (Denver, CO and Beverly, MA), EMEA (London, UK; Nottingham, UK), and APAC (North Sydney, AU) to ensure appropriate time zone coverage, language support and a highly effective ratio of Engineers and advocates to customer volume–over 130 team members.

Collaboration and Education

A collaborative, open work environment allows Global Support Services to work together with exceptional efficiency to accomplish its goal of supporting our customers. Because of this environment and the opportunity to work with skilled, high-performing peers, turnover has been minimal in GSS in the last four years.

In addition to ongoing technical training, team members meet regularly to discuss all aspects of providing an exceptional support experience for our worldwide customer base. Scheduled and ad-hoc meetings are held to thoroughly understand customer needs, review specific issues customers are experiencing, ensure quality assurance efforts are being delivered as desired, provide accurate issue documentation, and ensure support is timely and delivers maximum value for Perceptive Software customers.

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