P2 Support Strategy

1. P2 Support Strategy Pearson Global ELT Technical Product Support V2.0

2. Agenda

3. Background & Objective • The ELT Global Web Portal (P2) will be supported by Pearson Technology (PT US/UK) and the Global ELT Support teams once it goes live. • The overall purpose of this document is to define support services and processes that will be provided by PT US/UK and Global ELT Support teams. This will help to reduce / remove potential areas for service failure by clarifying ownership, any existing misunderstandings, and by identifying and filling any service ‘gaps’.

4. Support Scenarios • Scenarios for teacher support • A teacher has a problem logging in to P2. • A teacher trying to purchase a subscription is having problems doing so. • Scenarios for business user support • A UK PEI marketing person wants to set up a new ELT marketing initiative for customers on the P2/ELT website. They are not quite sure how to do it, although they know a bit about Aprimo. • Reports are coming through that the search on P2 isn’t finding things it should be and it appears there is something wrong/buggy with the search function. • Ecommerce stops accepting new orders.

5. Support model • A 4 Tier support model will be used. • This involves: • T1 – Local Language Support Team (where applicable) • T2 - Global ELT Support Teams & SME (www.PearsonELTSupport.com) • T3 – Pearson Technology Support – UK/US • T4 – Software Vendor Support (HCL, Aprimo)

6. Tier 1 – Local Language Support Teams • Tier 1 is our starting point or initial point for all support of the P2 system, ie. to internal business users and to external users, especially teachers. • Tier 1 will be provided by local offices where applicable. • Support is requested via the P2 website knowledgebase item which will auto-direct customers to the (PearsonELTSupport.com) • Common Types of Issues: • Website registration help • Forget login name and password • Need product information, correlations, pricing, etc. • Computer configuration / environment issues. • Newly discovered software and system bugs. • Answering other common questions / FAQs.

7. Tier 2 – Global ELT Support Team & SME Support • Tier 2, handled by the Global ELT Support Teams (UK, US, & Hong Kong) will pick up the support escalation and exhaust all possible efforts to resolve this issue. If issue cannot be resolve, Tier 2 will escalate to SMEs (Subject Matter Experts) • SMEs, part of Tier 2 support, support tickets passed to them by the Global ELT Support Teams. • The SME exhaust all possible efforts to resolve this issue. If issue cannot be resolve, support tickets to Tier 3 (PT US/UK Technical Support Owners). • SME Experts will escalate calls by opening tickets in either:- • The Remedy system for PT UK or • ChangePoint for PT US. • Common Types of Issues: • Website registration help • Forget login name and password • Need product information, correlations, pricing, etc. • Computer configuration / environment issues. • Answering other common questions / FAQs. • Creating new templates and Data issues • Vista Issues -- Customer Services • EPM Issues -- EMEA Product Information Team • Newly discovered software and system bugs escalations

8. Tier 3 – Application and Technical Support (PT UK/US) • Tier 3 Support will be provided by Pearson Technology Groups (UK & US) • PT will appoint a ‘single point of contact’ Technical support Owner for co-ordination and will ensure that Tier 3 calls are dealt with. • Common Types of Issues: • Newly discovered software and system bugs escalations

9. Tier 3 – Application and Technical Support Workflow Diagram

10. Tier 4 – Software Vendor Support • PT will co-ordinate any issues requiring software vendor engagement. • Any changes required to the software and the associated costs will be agreed with the vendor by the technical teams. • Any planned outages will be communicated via the single point of contact within PT. • Common Types of Issues: • Newly discovered software and system bugs escalations

11. Summary of Support Process • FAQs/Knowledgebase: Customers will first click on Help/Support for technical assistance. This will bring the customer to the system FAQs/Knowledgebase items page. If issues cannot be resolved via FAQs/Knowledgebase items, the customer would click on a link to request support via the Global ELT Technical Support website www.PearsonELTSupport.com • Tier 1 (Local Language Support where applicable): Tier 1 escalates support tickets to Tier 2 issue they cannot support, translating them to English where required. • Tier 2 (Regional Support Team) will pick up the support escalation and exhaust all possible efforts to resolve this issue. If issue cannot be resolve, Tier 2 will escalate to Tier 2 (System Engineers). • Tier 3 (System Engineers) Technical Support Owners receive and triage tickets to the appropriate application support or integration engineer. • Tier 3 will maintain communication with Tier 2 staff at all times. • Tier 2 will maintain communication with Tier 1 staff or customer at all times.

12. Roles and Responsibilities – Support Process Awareness • Lester Holmes • Will ensure Tier 1 & 2 points of contact are fully aware of the P2 Support and escalation process. • Will ensure Tier 1 and Tier 2 personnel have access to the tools (Support System) to enable them to raise and escalate issues. • Bira Bains • Responsible for ensuring Tier 3 and Tier 4 support in PT UK is managed effectively. • Bill Mills • Responsible for ensuring Tier 3 and Tier 4 support in PT US is managed effectively.

13. Questions?