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Stevie Award Nomination – “Innovation in Customer Service”

Stevie Award Nomination – “Innovation in Customer Service”. Informatica. Global Lab Architecture. Customer Support Engineers. iServers (Server On-Demand). Hardware On-Demand. SpotLight. Storage On-Demand. Automation & Self-Service. Enterprise Monitoring. Support Tools.

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Stevie Award Nomination – “Innovation in Customer Service”

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  1. Stevie Award Nomination – “Innovation in Customer Service” Informatica

  2. Global Lab Architecture Customer Support Engineers iServers (Server On-Demand) Hardware On-Demand SpotLight Storage On-Demand Automation & Self-Service Enterprise Monitoring Support Tools Application Database OS Virtualization

  3. On-demand server installs (iServers)“Faster repro in few clicks & few minutes” Input product version, bit mode, Database and OS information to complete environment setup in 5 minutes using On-Demand server wizard

  4. Virtualized sandbox environment“Self-service & template based environment setup” Self service interface where Engineers can instantiate virtual servers with any of the pre-built templates in seconds

  5. SpotLight“One stop application for all lab resources” Engineer’s memory usage OS Space Usage Product installs in home dir Engineer’s process in lab environment Demo

  6. Customer Experience with Proactive Support (Support Console)

  7. Dev QA Stage Prod CSM Collectors RT Monitor Support Tools Agentless Proactive Alerts Rules Engine ATLAS KB CSM Monitor Capture Diagnose Error Check Informatica Support Console Customer ISC Firewall • Exceptions • Logs • Proactive SRs • Infa Rules • Tools • Product Alerts HTTPS

  8. Support Console“Proactive Real-Time Monitoring” CPU Utilization Real-Time monitored data on selected host Memory Disk Space Servers monitored by Support Console

  9. Support Console“Integrated troubleshooting tools and Knowledge management” Execute packaged tools on selected host Output of tool can be sent to support instantly KB Links to recent errors found in logs

  10. “Health check reports based on environment information collected” Complete Environment Information Best practices and Health check recommendations generated by INFA

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