How To Get The Most Out Of Technical Support

1. How To Get The Most Out Of Technical Support Marcelo Y. Konatu Manager, Technical Support Americas Support Center

2. Agenda • Part 1 – About Technical Support • Part 2 – Support Offerings • Part 3 – Getting the Most Out of Our Redesigned Website • Part 4 – How to Effectively Interact With Progress Technical Support

3. About Technical Support Part 1 • Mission Statement • Scope of Technical Support • Organization Chart • Worldwide Organization • Support Expertise

4. Mission Statement Help Progress customers to be successful with our products by providing timely resolution of cases

5. We Support • 26 Products available across 32 different platforms • That are used by 2000 AP’s and a total of 50,000 end user organizations • In 120 countries worldwide

6. Scope - What Do We Do? • Enable Availability, Recoverability and Supportability for our customers • Build strong partnership with customers to ensure loyalty and trust • Responsive, high quality Support • Provide Analysis of Technical Support Activities • Act as the customer advocate in Progress • Maintain Knowledge Center solution database • Drive efficiency and effectiveness

7. We do not support: End-users of our AP's* Prospects Evaluation licenses Formal Customer Training Consulting: Performance Tuning Customization Hardware Sizing Configuration Advice Scope - What We Do NOT Do *Exception: Partner After Hour Support

8. Technical Support Organization Chart

9. Latin America Organization Chart

10. A Worldwide Support Team Americas Support Center Bedford – USA 28 Engineers EMEA Support Center Rotterdam – Netherlands 24 Engineers AsiaPacific Support Center Melborne – Australia 5 Engineers

11. A Worldwide Support Team • 3 Support Centers • Covering 5 Continents • 24 hours coverage • Multilanguage – 14 Languages • 1 Integrated Support System • 1 Integrated Telecommunication System • Several web-based options for customer self-service support: • Knowledge Center • Download Center • Technical Support Direct

12. Average number years in: Technical Support, 8 years OS System Administration, 7 years Progress Development, 8 years 76% are Senior Engineer, or above 30% have previously worked for a customer of PSC 14 spoken languages worldwide Knowledge of our customer base Assisting other departments: Delivering training Consulting assignments Q&A and Development Tech Support Expertise

13. Customer Satisfaction • On a scale of 10, we consistently score a world class: • All customers are surveyed regarding satisfaction after their case is closed. (Unless previously surveyed in the last 3 months) 8+

14. Customer Value • Direct cost savings for customers contacting Progress Tech Support (per case US$) • For Development $5,488 • For Production $3,680 • 55% of our customers said it would have taken an additional 5 days or more to resolve their case without Tech Support help • Over 70% say they gained a better understanding and insight into Progress products by working with Tech Support

15. Knowledge Center Value • In a recent survey, our partners/customers had this to say about our Knowledge Center: • 61% said the Knowledge Center had a significant positive impact on their efficiency and effectiveness • 69% said the Knowledge Center positively affected their application design

16. In Summary… • Worldwide, 24 hours, Multilanguage Support • Experienced Veteran Support Team • World class customer satisfaction • Our customers recognize our value! • Efficient and easy to use self-service options

17. Support Offerings Part 2 • We have a variety of Support offerings tailored to match our customers demands: • Standard Support • Extended 24x7 Support • Advantage Support • Partner After-Hour Support

18. Subscription to technical newsletter Product Updates PSDN Membership Knowledge Center Online Service Packs License Investment Protection 8x5 Direct Access to Technical Support Unlimited Work Requests Unlimited Contacts Remote diagnosis of technical situations Native speaker support – 14 different languages Phone, web and email support Tech Support Direct Online Standard Support

19. “We need to be able to talk to someone on the phone!” “I love the download center” “We rely on service packs to get the fixes we need” “I find everything I need in your Knowledge Center” “We count on Support expertise to help our development staff” “We rely on Progress Support to assist our customers!” “I need Support in my native language” What Customers Say About Standard Support? Standard Support

20. Extended 24 x 7 Support • 24x7 Direct Access to Technical Support • Unlimited Work Requests • Unlimited Contacts • Remote diagnosis of technical situations • Phone, web and email support • After hour phone support • Tech Support Direct Online • After Hour Senior Level Support • 1 hour call-back • Continuous effort for business critical issues • Knowledge Center Online • PSDN Membership • License Investment Protection • Service Packs • Product Updates • Subscription to technical newsletter

21. Partner After-Hours Support • After-Hours Direct Access to Technical Support • Special Telephone Number • Unlimited Work Requests • Unlimited Contacts • Remote diagnosis of technical situations • Phone, web and email support • Tech Support Direct Online • After Hour Senior Level Support • 1 hour call-back • Continuous effort for business critical issues • Technical Support will hand-off the support incident to the Application Partner the next business day • Provides small AP with a complete portfolio of offerings • Support for Progress products ONLY!

22. “My database runs 24 hours a day” “I have clients from all over the world connecting to my application” “This is a WEB/ WebServices application” “I am deploying my application in a different time zone from development” “I am expanding my deployment environment to accommodate users from different time zones” “Just got a new hardware with 24x7 support contract from the vendor” “My IT staff is located overseas” “I would be in serious trouble if my system goes bad in the middle of the night” “I never knew you guys had 24x7 support offerings” What Customers Say About Extended 24x7 & Partner After-Hours Support? Extended 24x7 Support Partner After-Hour Support

23. Advantage Support • Technical Relationship Manager • 2 on-site visits per year • Detailed Account Knowledge • Direct access to senior TSEs • Automated, time dependant, escalation • Priority response from product management • Monthly status reports • Quarterly conference calls

24. “I need someone to look after my relationship with Technical Support” “We have a very complex environment” “I have strategic customers with aggressive deployment deadlines” “My product development cycle depends on timely product fix delivery” What Customers Say About Advantage Support?

25. In Summary… Partner After-Hour Support Standard Support An Appropriate Offering for Every Business Need! Extended 24x7 Support Advantage Support

26. Get the Most Out of Our Redesigned Website Part 3 • The Best Tools Available on the Web: • Knowledge Center • Download Center • Product Documentation • Technical Support Guide • Product Availability Guide • Enhancement RequestSystem • Technical White Papers

27. The Progress Support Website • In your own language • Redesigned to list all resources and offerings available to our customers • Several options available: • Technical Support Guide • Product Availability Guide • Enhancement Request System • Technical White Papers

28. Our Newly Redesigned Website Knowledge Center Technical White Papers Download Center Product Availability Guide Enhancement Request System Login a Support Case Support Guide

29. Progress Knowledge Center • Our knowledge database available 24 hours a day! • Holds solutions created by all engineers in the 3 support centers • Real-time updated – No delay • It is part of the Technical Support workflow – Documents ALL known solutions • QA process to guarantee the quality of the solutions • Findable

30. Progress Knowledge Center Natural Language Search Keyword Search Available Resources

31. Progress Download Center • Download your product over the Internet! • Easy and fast way to get access to new releases • Service packs and deployment components available • Requires username and password

32. Progress Download Center Admin and Config Download Log Version and Platform License Addendum

33. Progress Documentation • All current Progress and OpenEdge documentation available: • Progress • OpenEdge • Dynamics • Fathom • Different options to view the documents: • Dynamic HTML • Adobe PDF • Download HTML

34. Progress Documentation

35. How to Effectively Interact with Technical Support Part 4 • How to contact Progress Technical Support • Escalation Procedure • Support Tools

36. How to Contact Progress Technical Support? • There are 4 ways to open a case with Progress Technical Support: • Techweb • Quicklog • Technical Support e-mail • Toll free number

37. Techweb: Web application Check for statuses Case history Requires user login Quicklog: Web application Serial Number required No login required Technical Support e-mail: Open cases using e-mail parser Requires W/R or Serial Number in the subject line of e-mail Toll free number: Must be used for high priority and down cases Access to a Support Engineer on the phone Serial Number required How to Contact Progress Technical Support?

38. Escalation Procedure • Use whenever you need to intervene about a Technical Support case. • Make sure you have the following information: • A case number so we can track the problem in our system • If you did not contact Technical Support please make sure you log a case first • Technical Support Engineer assigned to the case • Business impact of the support case

39. Escalation Procedure • First level: Technical Support Engineer • Second level: Marcelo Konatu Technical Support Manager konatu@progress.com 1-781-280-2751 • Third level: Shaun Peterson Technical Support Director speterso@progress.com 1-781-280-4376

40. Escalation Procedure – Best Practices • Always contact support FIRST! • Always have a customer submit a support case • Technical Support is the only organization responsible to escalate a case • We own the communication with the customer, Development and Product Management

41. Support Tools and Resources • SOLEN: Development group responsible to assist Technical Support and product supportability features • proInventory: Progress application designed to collect information from Progress and operating systems • Log Reader: Progress 4GL application to facilitate the manipulation of log files • Remote Access Tool: Centra application for remote troubleshoot and diagnostics • Black Box: Monitors real time events on Windows platform

42. In Summary… • We are here to help: • Collect the appropriate information • Find the right person to contact • Your timely assistance is very valuable

43. How to get the most out of Technical Support Review • A worldwide support team available to our customers! • Support offerings to cover every business need • Several resources available on Progress Support Website • You are not alone! We are here to assist you

44. How to get the most out of Technical Support Questions