AIRCOM Customer Support Guide

AIRCOM Customer Support Guide

Author: Date:

AIRCOM International 16 November 2010

Ref: Version: Status:

Customer Support Guide 31July2010 1.0 Released

Sec. Class:

Co-Confidential

Copyright 2009 AIRCOM International - All rights reserved. No part of this work, which is protected by copyright, may be reproduced in any form or by any means - graphic, electronic or mechanical, including photocopying, recording, taping or storage in an information retrieval system – without the written pe rmission of the copyright owner.

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Contents 1

2 3 4

5 6 7 8 9

Introduction .................................................. .................................................................................................... ........................................................................3 ......................3 1.1 Purpose.......................................................................................................................3 1.2 Support Coverage.......................................................................................................3 Coverage .......................................................................................................3 1.3 Content Disclaimer .....................................................................................................3 AIRCOM Support Contact ...................................................................................................4 Customer Contact ...............................................................................................................5 AIRCOM S & M Services ....................................................................................................6 4.1 AIRCOM Assist Website ............................................... .............................................................................................7 ..............................................7 4.2 Software Installation, Maintenance & Upgrade ..........................................................8 4.3 Data Migration & Conversion via Power Tools ............................................. ...........................................................8 ..............8 4.4 User Reference Guide ................................................................................................9 4.5 Online Helpdesk (UTS Calls, Defect & Enhancement Tracking)............................. 10 4.6 Knowledgebase ....................................................................................................... 11 4.7 GoToAssist .............................................................................................................. 12 4.8 Annual Support Report ............................................................................................ 12 4.9 Annual On-Site Support Visit ................................................ ................................................................................... ................................... 13 License Management .................................................. .................................................................................................... ..................................................... ... 15 Customer Responsibility .............................................. ................................................................................................ ..................................................... ... 20 SLA Renewal Process ......................................... ........................................................................................... ............................................................. ........... 21 Feedback ............................................. ............................................................................................... ............................................................................. ........................... 23 Appendix A - Helpdesk Call Management and SLA Compliancy ..................................... 24 9.1 Logging a Call ............................................. ............................................................................................... ............................................................. ........... 27 9.2 Escalating a Call ...................................................................................................... 29 9.3 Reopen a Call .......................................................................................................... 29 9.4 Close a Call ............................................................................................................. 30 9.5 Checking a Defect ................................................................................................... 30 9.6 Escalating a Defect ............................................. ............................................................................................... ..................................................... ... 30 9.7 Checking an Enhancement (New Feature) Request ............................................ ............................................... ... 30 9.8 Escalating an Enhancement (New Feature) Request ............................................. 31 9.9 Paying for an Enhancement (New Feature) Request ........................................... .............................................. ... 31 9.10 Deploying a New Version or Patch ............................................... .......................................................................... ........................... 31

Author: AIRCOM International Date: 16 November 2010

AIRCOM Customer Support Guide Customer Support Guide 31July2010

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Introduction 1.1 Purpose This document is provided to AIRCOM customers (herein referred to as “Customer”) who have valid Service Level A greement (herein referred to as “SLA”) with AIRCOM. It contains a list of Support and Maintenance (herein referred to as “S&M”) services Customer is entitled to under the terms and conditions stated in SLA.

1.2 Support Coverage Support and Maintenance services will only be provided to Customer with no outstanding SLA fee payment. AIRCOM operates a policy of providing Maintenance services of its products only for its current version and its preceding version. For cases where Customer requires support on end-of-life versions due to rd upgrade constraints (3 party interfaces), limited services will be provided. Release

Example

Level of Support & Maintenance

N

6.2

Full

N-1

6.1

•

No enhancements

•

Correction of High and Medium defects

•

No changes to code

•

Workaround disclosed if already known

N-2

6.0

•

Migration to last last build of of that that major major release or current official release

Where N is the latest commercially released version of AIRCOM products (ENTERPRISE Suite or Interface Module).

1.3 Content Disclaimer Disclaimer AIRCOM reserves the right to make changes to this document at any time and informing Customer in the shortest possible time.




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AIRCOM Support Contact AIRCOM Worldwide Customer Support Organisations are listed in below table. Please contact the relevant support center in your region.

Region

Support Center UK – HQ (Europe)

EMEA

Dubai (Middle East & North Africa) South Africa (South Africa) USA (North America)

Americas South America (South America) Singapore (ANZ, SEA, North Asia excluding China) APAC

China (China) India (India + Indian Subcontinent)


Address

Email

Phone

Operating Hours

Cassini Court, Randalls Research Park Randalls Way, Leatherhead, Surrey KT22 7TW United Kingdom PO Box 500134, Office No.202 Building 3, Second Floor Dubai Internet City,Dubai UAE Fourways Golf Park, 2nd Floor Selborne Building, Roos Street Fourways , 2025 South Africa 800 East Campbell Road, Suite 180 Richardson ,Texas 75081 USA Aircom International América Latina Ltda Avenida Shishima Hifumi, 2911 3º Andar M303,304 e 305, São José dos Campos ,SP CEP 12244-000 Brazil 4 Robinson Road #09-01 The House of Eden Singapore 048543 Suite 1707 No. 841 Yan'An Road (M) OOCL Plaza Shanghai 200040 China Gurgaon (near New Delhi) 2nd Floor Tower A, The Presidency building 351/2 Gurgaon ,HARYANA 122 016 India

[email protected]

+44 1932442000

0830-1800 UK Time Mon-Fri excluding UK public holidays

[email protected]

+971 43912642

[email protected]

+27 117451475

[email protected]

+1 2145762701

[email protected]

+55 1232032199

0830-1800 Dubai Time Sun-Thurs excluding Dubai public holidays 0830-1800 Johannesburg Time Mon-Fri excluding Johannesburg public holidays 0830-1800 Texas Time Mon-Fri excluding Texas public holidays 0830-1800 Brazilian Central Time Mon-Fri excluding Brazil public holidays

[email protected]

+65 63720548

[email protected]

+86 2162792779

[email protected]

+91 1244848200



0830-1800 SG Time Mon-Fri excluding Singapore public holidays 0830-1800 PRC Time Mon-Fri excluding PRC public holidays 0830-1800 Central Indian Time Mon-Fri excluding India public holidays

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Customer Contact

It is recommended that Customer provides a list of contact persons AIRCOM can liaise with for various AIRCOM products.

•

ENTERPRISE ADMINISTRATOR

•

ASSET

•

ARRAY WIZARD

ADVANTAGE

CONNECT

RANOPT

OPTIMA

•

DATASAFE

•

WEB WIZARD

•

•

•

•




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4

AIRCOM S & M Services

Under the SLA, Customer is entitled to the following S&M services. Details of each of these services are found in subsequent sections. AIRCOM Support will be the direct point of interface on questions related to AIRCOM products. Where required, AIRCOM Support will interface with its internal departments on Customer’s questions.




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4.1 AIRCOM Assist Website Customer is given secured AIRCOM Assist website logon account with unlimited access per user. Verification of the account can be done by following below steps. Customer receives AIRCOM Assist Website Account Logon Details (Please email your regional support center if account per user has not been provided or more user accounts are required )

Browse to URL https://www.aircomassist.com/

Enter User Name Enter Password Click Login

Click on Mailing Lists to subscribe/unsubscribe to new patch/release notification email (Optional )




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4.2 Software Installation, Maintenance & Upgrade Customer is entitled to software installation, regular patch or version upgrades. Customer can subscribed to the mailing lists to be informed of new patch/version release via email and download from AIRCOM Assist Website. If AIRCOM’s assistance is required, it will be provided remotely via virtual on site support called GoToAssist. On the AIRCOM Assist Website home page, click ENTERPRISE Suite Downloads for new version or ENTERPRISE Patch Downloads for new patch.

4.3 Data Migration & Conversion via Power Tools Data Migration (eg Site Data) and Conversion (eg Map Data and Files), where possible, is a one-time activity done during product delivery, and might involve the use of AIRCOM Power Tools. Customer is entitled to free and unlimited usage of Power Tools on an unsupported basis. On the AIRCOM Assist Website home page, click Powertool Downloads and select appropriate power tool.




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4.4 User Reference Guide Customer is entitled to free download of User Reference Guides. These guides are also available on machines with ENTERPRISE software installed, typically at C:\Program Files\AIRCOM International\ENTERPRISE 6.2\Docs. On the AIRCOM Assist Website home page, click User Reference Guides and select appropriate User Reference Guide to download.




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4.5 Online Helpdesk (UTS Calls, Defect & Enhancement Tracking) Customer can use Online Helpdesk called UTS, an AIRCOM Call Logging and Tracking System to •

Log a New Call

•

View Active UTS Calls

•

View Closed UTS Calls

•

View Active Bugs (Defects)

•

View Closed Bugs (Defects)

•

View Active Enhancement Requests

•

View Closed Enhancement Requests

•

Power Search for UTS Calls, Bugs (Defects) or Enhancement Requests

•

View Helpdesk Statistics

•

View Dashboard with Active Calls and Bugs (Defects) on one page

On the AIRCOM Assist Website home page, click Online Helpdesk and select appropriate action.




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A detailed description on how UTS Cal ls are managed can be found in Appendix A - Helpdesk Call Management and SLA Compliancy.

4.6 Knowledgebase Customer can access knowledgebase to search for a variety of solutions. On the AIRCOM Assist Website home page, click Knowledgebase and enter a search word.




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4.7 GoToAssist GoToAssist is a virtual on site support program used by AIRCOM to remotely assist Customer in upgrading software, troubleshooting and resolving issues. Customer may arrange for a GoToAssist session with AIRCOM support analyst via email/phone call to appropriate support center.

4.8 Annual Support Report An annual support report can be generated and sent to Customer on request. This report contains UTS calls, defects and enhancements statistics, benchmarked against the SLA timescales. It is a performance indicator on the support services rendered to Customer and serves as a tracking report.




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4.9 Annual On-Site Support Visit Depending on the SLA contractual agreement, AIRCOM can provide a one-time annual on-site visit by support analyst to do a report based on the following:

•

Installation/Upgrade Enterprise Version o o Oracle Version (Server, Client and ODBC Driver)




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o

o

o o o

•

•

Database (Host Machine, Current Storage, Performance, Backup Strategy) Network (Network Configuration Diagram, Bandwidth) and Hardware (Disk Space, Performance) Operating System Number of Concurrent Users Licensing Strategy

Project Configuration Location of Map/User Data o Users/Groups Permissions o o User Settings Strategy Tool Usage o Typical Daily Tasks/Workflow Site Database Size o Prediction/Array Performance o

•

Suggestions (Training, Citrix Implementation, Hardware/Software Upgrade)

•

List of Outstanding UTS/JIRA issues

•

rd

Others (e.g. advise Customer on the use of 3 Party Integration/API/Custom scripts and their implication on AIRCOM Enterprise Tools)




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5

License Management

Customer must renew the software based l icence every 12 months for security re asons, using the Customer ID and Order ID provided by AIRCOM. A license expiration warning message will automatically be displayed when Customer launches AIRCOM software and license is about to expire (30 days before expiry by default).

Please follow below steps for license renewal via online web based fulfilment services. Step 1: On the license server, launch C:\Documents and Settings\All Users\Start Menu\Programs\AIRCOM International\Licence Server\Software Licence Fulfilment Wizard (Alternatively, click Start -> All Programs -> AIRCOM International -> ENTERPRISE V6.2 -> Licensing Tools -> Software Licence Fulfilment Wizard) Select Yes, use online web based fulfil ment services. Click Next.

Step 2: Select Renewal. Click Next.




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Step 3: Enter the Customer ID and Order ID. Click Next.

Step 4: The wizard will attempt to contact the AIRCO M licensing web server. Upon successful renewal, click Save Licenses. The lservrc file must be saved to the




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•

•

Common folder of the Enterprise software setup (C:\Program Files\AIRCOM International\ENTERPRISE 6.2\Common) for standalone license OR network license server folder (C:\Program Files\AIRCOM International\Licence Server) for network licenses




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Step 5: Click Overwrite if existing file detected warning message appears. Click OK.




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Step 6: This step is only applicable to network license. For network license, restart the Aircom Software Licensing Server.




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6

Customer Responsibility

A successful and long term support relationship between Customer and AIRCOM can be fostered with Customer’s help in the following ways: •

• •

•

•

•

•

•

•

Providing Customer Contacts as described in Chapter 3 Customer Contact or informing AIRCOM of any change in Customer Contacts. Ensuring Customer Contacts are adequately trained in the ENTERPRISE products. When logging a call, provide information as described in Chapter 9.1 Logging a Call and stating Customer’s preferred severity. Providing information requested by AIRCOM, any supplementary information, time and resource which will help in diagnosing problem or reproducing defects rd Informing AIRCOM of any 3 party interfaces to the ENTERPRISE products databases to allow AIRCOM to assess the impact on ENTERPRISE products operability and SLA. Informing AIRCOM of any impending Vendor Interface upgrades or changes at least 6 weeks before the commencement. Providing full remote administrator access to the servers running ENTERPRISE products via VPN, dial-in access, GoToAssist or other method agreed with AIRCOM. Providing data and any other information to AIRCOM for ENTERPRISE products upgrade testing. Renewing the software based licenses every 12 months when prompted to do so as described in Chapter 5 License Management




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SLA Renewal Process

It is recommended that Customer renew the SLA on an annual basis to ensure a continuous and uninterrupted support service from AIRCOM. The SLA renewal workflow is shown below.




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Upon renewal of SLA, AIRCOM will issue an S&M Certificate to Customer.




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Feedback

AIRCOM values your feedback. If our support service fails to meet your expectations, please feel free to contact any of the following and an action plan w ill be developed. Name Ang Cheng Bee

Andrew Lee

Mark Geere

Contact

Designation

[email protected]

Support Manager

+65 63720548

(APAC)

[email protected]

Software Solutions

+65 63720548

Director (APAC)

[email protected]

Global Product

+44 1932442000

Operations Director




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9 Appendix A - Helpdesk Call Management and SLA Compliancy AIRCOM aims to provide a high quality support service to Customer with compliance to the target response and resolution times set out in the SLA via the use of U TS. Support Options Response Time

Standard SLA Package

1

4 hours 1

2

Workaround Time (Emergency/High, Medium, Low Severity ) 1

2

Resolution Time (Emergency/High, Medium, Low Severity )

3 / 6 / 15 working days 20 / 100 / 200 working days

Note 1 : Meanings of certain expressions above Response Time

An average time between logging a call and a response from the AIRCOM analyst either by email or telephone.

Workaround Time

Workaround is defined as restoring system’s functionality temporarily timed from allocation of the call to a w orkaround solution (if any) provided by AIRCOM analyst.

Resolution Time

Resolution is defined as providing a long-term solution or a fix to a defect logged in JIRA (AIRCOM’s Defect/Enhancement Logging and Tracking System) in a new version/patch release. Enhancement request does not have a resolution ti me.

Note 2 : Classification of Severity Severity Emergency (equivalent to

Definition Complete loss of functionality of the product, unable to perform any activities with the tools, e.g.:

Blocker in JIRA,

• •

once logged as a

•

defect in JIRA) High (equivalent to

•

Total loss of functionality of the tool(s) Critical crash which prevents all tool activity Database inaccessible Major problem with tool upgrade

Loss of functionality of part of the product, normal tool activities or work flow processes are severely affected, e.g.:

Critical in JIRA, once logged as a defect in JIRA)

• • • • • •


Recoverable crash Unsolvable Database integrity problem Severe database problem affecting several users Severe performance problem Totally wrong tool result or calculation Key tool functionality not working



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Note 2 : Classification of Severity Severity

Definition •

Medium (equivalent to

Problems with part of the functionality of the tools, w orkaround solution is available and work flow activity can continue, e.g.:

Major in JIRA,

• •

once logged as a

•

defect in JIRA)

•

• •

Low

Documentation is completely wrong requiring detailed technical response

Solvable Database integrity problem Some tool functionality is giving misleading data GUI not working correctly Documentation does not describe the tool or its functionality correctly Minor database problem affecting a small number of users Technical question

Trivial problem with little or no effect on activities within the tools, e.g.:

(equivalent to Minor in JIRA, once logged as a

• • •

Loss of preferences Cosmetic GUI problems Minor technical question

defect in JIRA) Every call that is logged is given a UT S number and severity classification by AIRCOM analyst based on AIRCOM guideline unless mutually agreed initially with Customer. The following workflow approach has been adopted to ensure all calls are managed in a controlled manner and consistent service is delivered t o Customer. It is recommended that Customer understands the workflow.




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Customer Logs a Call Email Help Desk Phone

UTS Call No and AIRCOM Analyst Assigned

AIRCOM Analyst Analyses Call

More Information Required from Customer?

Customer shall provide the following information when logging a call Caller’s Name, Organisation and Contact Details Application Name, Version and Patch Oracle Database Version and ODBC Driver Version Operating System and Service Pack A full description of the problem detailing - symptoms including error messages - steps performed leading up to the problem - whether problem is repeatable - whether problem occurs on all or single machines - any screenshots, data files, database dumps or other relevant information required to understand and reproduce the problem - severity classification (high, medium, low) Call will be closed should there b e no response from Customer after numerous emails. Customer AIRCOM Analyst Yes No Responds? Closes UTS Call Customer can email using the same UTS No to reopen a call.

Yes

AIRCOM Analyst Emails Customer

No

UTS Call set to Awaiting Customer

No

Defect/ Enhancement?

No

AIRCOM Analyst Emails Solution to Customer

Customer Accepts Solution?

Workaround Time (3 / 6 / 15)

Yes

Yes

AIRCOM Analyst Logs Defect (where reproducible) /Enhancement in JIRA

AIRCOM Analyst Emails Customer on Defect/Enhancement ID Priority Due Date (applicable only to Defect) Workaround (if any)

Customer Accepts Priority and Due Date?

No

AIRCOM Analyst Escalates Defect

Yes

Yes Call Transferred to AIRCOM R&D

Resolution Time (20 / 100 / 200) (applicable only to defect)

Defect/Enhancement Resolved and New Version/Patch Released

No AIRCOM Analyst emails Customer that defect/enhancement has been fixed/implemented. If Customer wants to deploy themselves, AIRCOM Analyst will instruct C ustomer on Where to download Version/Patch How to do appropriate backup and install Version/Patch If Customer wants remote assistance, AIRCOM Analyst will schedule a date to do remote deployment.

Customer Accepts New Version/Patch UTS – Call Logging and Tracking System JIRA – Defect/Enhancement Logging and Tracking System




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9.1 Logging a Call Customer shall provide the following information when logging a call via email, online helpdesk or phone Caller’s Name, Organisation and Contact Details Application Name, Version and Patch Oracle Database Version and ODBC Driver Version Operating System and Service Pack A full description of the problem detailing symptoms including error messages o steps performed leading up to the problem o whether problem is repeatable o whether problem occurs on all or single machines o o any screenshots, data files, database dumps or other relevant information required to understand and reproduce the problem o severity classification (high, medium, low) •

•

•

•

•

It is recommended that problems which are not directly related be logged under separate calls to facilitate easy tracking. To log a call via email, C ustomer may use the following email template.




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To log a call via AIRCOM Assist Website Online Helpdesk, Customer can click Log a New UTS Call.

Select Caller Name, Product, Version/Build, Oracle Version, ODBC Version, Priority and Patch. Enter Brief Description of Problem, Problem Details and Add Attachment (if any). Click Submit.




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9.2 Escalating a Call Customer can escalate a call should the problem seriously impairs its business during initial logging (see Section 9.1 Logging a Call) by • •

stating Priority (e.g. High, Medium) when logging via email choosing Priority (e.g. High, Medium) when logging via AIRCOM Assist Website Online Helpdesk.

informing AIRCOM analyst when logging via phone Any call escalation must be mutually agreed between Customer and AIRCOM. •

9.3 Reopen a Call Customer can reopen an existing call if unsatisfied with the solution provided by the AIRCOM analyst via •

•

email to its local regional AIRCOM support center, with the email subject containing the UTS number phone call to its local regional AIRCOM support center, quoting the UTS number




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9.4 Close a Call A UTS call is closed when • • •

Customer is satisfied with the solution provided. Customer does not respond to AIRCOM analyst’s repeated emails problem cannot be reproduced or no longer exists

9.5 Checking a Defect Any UTS call logged that has been diagnosed as a defect is logged into JIRA (AIRCOM’s Defect/Enhancement Logging and Tracking System) and given a unique JIRA identity (ID). Customer will be informed of the JIRA ID and severity under the original UTS number. Defect is usually fixed by R&D within the resolution timeframe. To check the status of a defect, Customer can •

•

email to its local regional AIRCOM support center, with the email subject containing the UTS number phone call to its local regional AIRCOM support center, quoting the UTS number

9.6 Escalating a Defect Customer can request for defect escalation (severity from minor -> major/critical or major -> critical) should the defect seriously impairs its business via email to its local regional AIRCOM support center, with the email subject containing the UTS number phone call to its local regional AIRCOM support center, quoting the UTS number Once a defect is escalated and mutually agreed between Customer and AIRCOM, it is usually fixed by R&D within the shortest possible timeframe. •

•

9.7 Checking an Enhancement (New Feature) Request Any UTS call logged that has been diagnosed as an enhancement is logged into JIRA (AIRCOM’s Defect/Enhancement Logging and Tracking System) and given a unique JIRA identity (ID). Customer will be informed of the JIRA ID and severity under the original UTS number. Enhancement is not subjected to the SLA resolution time and is given an open date to be implemented by R&D. To check the status of an enhancement, Customer can email to its local regional AIRCOM support center, with the email subject containing the UTS number phone call to its local regional AIRCOM support center, quoting the UTS number AIRCOM reviews Customer’s enhancement request on a periodic basis. Implementation of the enhancement is at AIRCOM’s discretion. Factors such as the benefits the enhancement will bring to AIRCOM and Customer, and the time taken and resources required to implement the enhancement will affect the enhancement implementation timeline. In scenarios where it is impossible to implement the enhancement, AIRCOM will provide Customer with the reasons. •

•




AIRCOM Customer Support Guide

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