Customer Support Handbook
Designed to Guide Customers in How Best to Engage
Edify Product Support
September, 2006
Customer Support Handbook
Contents
About Edify Customer Support.....................................................................................................1
Customer Support Service Offering .............................................................................................1
Standard Maintenance Program ................................................................................................1
Extended 24x7 Maintenance Program.......................................................................................2
Custom Application Support Program........................................................................................2
Contacting Edify Customer Support ............................................................................................3
Americas & Asia Pacific (Edify Headquarters)...........................................................................3
EMEA (Europe, Middle East, Africa)..........................................................................................3
How Best to Engage with Edify Customer Support Services ....................................................4
Placing Your Call........................................................................................................................4
Opening a Case .........................................................................................................................4
System Information ....................................................................................................................4
Problem Description...................................................................................................................4
Environment ...............................................................................................................................4
Problem Isolation .......................................................................................................................4
Open Case Number ...................................................................................................................5
Handling Your Case ...................................................................................................................5
Priority Levels.............................................................................................................................5
1 High .........................................................................................................................................5
2 Medium ...................................................................................................................................5
3 Low..........................................................................................................................................5
4 Application Support .................................................................................................................5
Escalation Process.....................................................................................................................6
Response & Escalation Time .....................................................................................................6
Resolving a Case .......................................................................................................................7
Reopening a Closed Case .........................................................................................................7
Appendix A......................................................................................................................................8
Finding Your Serial Number.......................................................................................................8
Appendix B......................................................................................................................................9
24x7 Advantage Support Program.............................................................................................9
Signatures .....................................................................................................................................10
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Customer Support Handbook
About Edify Product Support
Edify product support is dedicated to keeping your systems up and running effectively.
Intervoice provides several Customer Support programs to aid in the support of your Edify
products.
Our Customer Support Center is staffed by trained engineers and product specialists who are
ready to respond to the most complex questions. They employ proven problem escalation
and resolution processes. Support is available via phone support or email.
Customer Support Service Offering
Standard Maintenance Program
Intervoice provides configuration and troubleshooting support on Edify products. In addition,
Edify product support will help isolate the problem on non-Edify products that are listed on the
Tested Configurations pages of the Edify Product Support Site.
If you are having a problem with a product on the Tested Configurations list, Edify product
support will help initiate contact with the other vendor's support organization, if appropriate,
and stay prominently involved until the problem is resolved. The following approved thirdparty product categories are included:
• PC platforms and operating systems
• Telephony interfaces and drivers
• Host adapters and host connectivity software
• Datbase Clients & Local Databases
• Web servers and browsers
Your Intervoice/Edify Sales Engineer can review with you the list of Tested Configurations or
you can go to the Support web site at http://support.edify.com
You should, of course, ensure that you have support contracts in place with all of your
hardware and software vendors before you need them!
Standard Maintenance Entitlement
•
•
•
•
•
•
EVIP Platform and Licensed Application Product Support
Full Access to Edify Product Support Site
EVIP Platform and Licensed Application Upgrades
EVIP and Licensed Application Software Patches
Full Access to Edify Developer Network
Ability to Submit a Request for Future Product Enhancements
Standard Maintenance Support Criteria
•
•
Updated Standard Maintenance Agreement
Requires dial-in Access to the machine running your Edify product
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Extended 24x7 Maintenance Program
Intervoice provides its Edify customer base 24x7 customer support via the extended
maintenance program for the Edify platform. The goal of this program is to improve recovery
time in case of an Edify system production down environment. A customer support engineer
is available to troubleshoot and stabilize the Edify environment to the point where the system
can be brought back up to a production state.
Extended 24x7 Maintenance Entitlement
•
Access to a Support Engineer on a 24x7 basis during the time the Edify system is in a
down production condition
•
Standard Maintenance Entitlement
Criteria for 24x7 Support Calls
•
Updated 24x7 Support Maintenance Agreement
•
Calls must be related to Edify down production environment
•
Requires dial-in access to the Edify machine
Custom Application Support Program
Custom Application Support rounds out the Edify Product Support Service Offering. The
service consists of a full system assessment of the customer’s Edify environment to include
custom applications and integration. The customer’s Edify environment will be completely
documented. The goal of the detailed assessment and documentation is to establish a
customer footprint in the Edify environment that is currently in production as well as to
provide the customer with recommendations and estimated levels of effort to optimize their
applications and system setup.
Qualified Customer Support engineers will be available to troubleshoot Edify applications that
were previously recorded during the assessment and documentation phase. Cases reported
will be handled by level 4 support.
A Customer Support Manager will spearhead a committee consisting of key personnel from
Edify and the customer for Open Ticket Administration to review current cases reported and
for Edify Best Practices advice/mentoring. In this meeting, Edify will be responsive to any
questions you may have on your current environment or future roadmap for this environment.
This allows the customer to view trends on the cases reported thus far and to establish an
open dialog with an Edify developer on current and future areas of concern or interest.
Custom Application Support Entitlements
•
•
•
•
•
System and Assessment and Documentation of the current state of your Edify system,
including your custom applications and integration
Application Support Services via Level 4 Support of the documented system
Development Mentoring via regularly scheduled support meetings and Steering
Committee meetings
Open Ticket Administration
Customized Training built around review of historical cases
Custom Application Support Criteria (Only available during regular business hours)
•
•
•
Updated Application Support Maintenance Agreement
Requires Dial-in access to Edify machine
An initial System Assessment and Documentation of your Edify environment to take
place to set baseline
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Contacting Edify Product Support
Americas & Asia Pacific
Phone:
Fax:
Email:
Location:
Hours:
1-800-72-EDIFY
(or 650-386-3446)
650-386-3311
techsup@intervoice.com
303 Bryant Street
Mountain View, CA 94041
6:00AM to 5:00PM Pacific Time
Monday through Friday (excluding Intervoice holidays)
EMEA (Europe, Middle East, Africa)
Phone:
+44 161 495 1234
Email:
emeatechsupport@edify.com
Hours:
7:00AM to 17:30PM GMT/BST
Monday through Friday (excluding Edify EMEA holidays)
Advantage Plan customers are given contact details for receiving emergency support
(7 days a week/24 hours a day) for down production systems.
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How Best to Engage with Edify Product Support
Placing Your Call
When you call Edify Product Support during normal business hours, you will be greeted by a
live Technical Support Engineer. If you are an Extended 24x7 Support Plan customer and
calling support after the regular business hours, your call will be taken by a dispatcher who
will then contact the Technical Support Engineer. Non-business hour calls will be responded
to only if the customer has the Extended 24x7 Support plan with a down production system.
Opening a Case
In preparation for opening a case, it will help you to complete the information needed for the
Problem Log Sheet. In Appendix A of this document, you will be given tips for gathering the
information. You will need to provide the Edify product serial number for which you need
assistance. To speed the process, be prepared to provide the information listed below.
System Information
•
•
Edify serial number
Edify product and version
Problem Description
•
•
•
Symptoms
Error number and message text
Date and time problem occurred
Environment
When did this activity work last?
What has changed since the activity last worked?
• hardware
• software
• operating system
• application
• level of usage
Under which conditions does the problem occur?
Problem Isolation
•
Identify the specific feature of the Edify software that caused the problem.
• Is the problem reproducible?
The Customer Support Engineer who takes your call will open a case, enter the information
into our online call tracking system, and provide you with a case number. This number will
identify the case for all subsequent calls.
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Open Case Number
If you are working on an existing problem with a Customer Support Engineer, please provide
your case number. By doing so, your call will be routed to the engineer working on your case.
This enables us to expedite your call, review your case history, and respond to your call
accordingly.
Handling Your Case
The process Edify product support uses to handle your case has been established to ensure
your case receives prompt attention and a timely response that is consistent with the priority
of your problem. Once a case is assigned to a specific Technical Support Engineer, he or
she “owns” it until it has been resolved.
Priority Levels
Priority levels define the business impact a problem has on your operation. Edify product
support engineers will work with you to determine the priority level of your problem and will
attempt to give you answers to your questions.
Priority levels are defined as follows:
1 High
Your production system is down
A system recovery or workaround is required immediately. Dedicated customer support
personnel will work on the issue until it is resolved or a workaround is in place.
2 Medium
A major feature or function has failed
Edify product support will provide a workaround or patch as quickly as possible.
3 Low
General technical questions
Edify product support will answer requests for technical information or forward your request to
the appropriate department.
4 Application Support
Application Support Cases (For Application Support Maintenance Only)
Edify product support will diagnose and access Edify-related applications that were
previously documented for problem resolution or further escalation to the approriate party.
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Escalation Process
The Edify product support problem escalation process guarantees that problems are worked
on by specialized senior engineers. Their objective is to solve your problem in a timely
manner that is consistent with the assigned priority level. Edify product support management
will be notified if a problem exceeds our response goals (shown below) and will determine
additional resources that are required.
If you do not feel you are getting the required response to your problem:
1. Call Edify product support.
2. Inform a Customer Support Engineer that you would like to speak to a manager.
Please be prepared to provide your case number.
Response & Escalation Time
Priority
1 High
Criteria
Response
Time
Resolution
Problem Solution
Dedicated personnel will
work on the issue until it is
resolved or a workaround is
in place, allowing
production to resume.
If a patch is required, it
will be incorporated
into the next software
release.
Provide a work around or
patch as quickly as
possible.
If a patch is required, it
will be incorporated
into the next software
release.
Production
System down;
the Edify Product
is unusable
resulting in a total
disruption /
product outage;
there is a critical
business impact.
1 hour
Major feature or
function has
failed; customer
operations are
severely
restricted, no
convenient
workaround.
2 hours
3 Low
General technical
questions
3 hours
Answer request for
technical information.
If outside of the scope of
Customer Support, forward
issue/question to
appropriate internal group,
i.e. sales, marketing, or
education.
4 App
Support
Custom
application
support question
or problem
analysis
4 hours
Investigate and resolve
current issues regarding
Edify applications currently
deployed in production. If
outside the scope of
Customer Support,
technical issues will then be
escalated to appropriate
parties for further
investigation / resolution.
2 Medium
Intervoice, Inc.
Escalation to
Support
Management
Within 4 hours
A fix or workaround
will be incorporated
into the current online
knowledge base, if
appropriate.
After 1
business day
A fix or workaround
will be incorporated
into the current online
knowledge base, if
appropriate.
6
Incorporate responses
to technical questions
into the online
knowledge base.
After 3
business days
After 4
business days
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Customer Support Handbook
Resolving a Case
Your case will be closed when you agree that a resolution has been reached to your
satisfaction and no further action is required by Edify product support.
Reopening a Closed Case
You may find that you have closed a case, yet the problem recurs. In this instance, the
Customer Support Engineer will open a new case for you and will reference the old case
number on the main description of the new case.
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Appendix A
Finding Your Serial Number
Edify software is shipped with a sticker on the box containing the system's serial number. You
will find the number in one of these formats:
2840-00xxx-xxxxxxxxx
or
2880-x-x-x-x-xxxxxx-xxxxx-x
This number is required for proper identification of your system to enable Edify product
support to provide accurate and timely support for your particular environment.
If the sticker is not available you can display the serial number of the Electronic Workforce
software that has been installed on your system. To display the serial number use the
following steps:
1. In Workforce Administrator, click on Help in the action bar and select About to see the
window shown below:
2. To see a list of the options installed on your system, click on the button labeled Options.
The following window will appear:
3. When you are done, click on OK to exit.
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Appendix B
24x7 Advantage Support Program
Goals:
To improve recovery time and recoverability in case of production system disaster.
Service:
•
To provide support over the phone on a down production system outside of office hours.
• To certify, register, and advise customer production systems for Advantage support.
Note: Edify product support does NOT perform application debugging or maintenance of
customer applications under this program.
Qualifications:
System must meet the following requirements to qualify for Advantage support:
•
Up-to-date Edify Advantage support contract.
•
Valid Edify Serial Number.
System Hardware and Software:
•
Production system hardware and software must be in the Edify Tested Configurations list
published on the Edify Product Support Site (support.edify.com).
•
Must have backup and restore capability. A complete backup of production system
software and applications is available.
•
All software, hardware, and documentation needed to rebuild the system are available.
•
Up-to-date hardware maintenance contract (e.g. VanStar's 7x24 Support).
•
Must have modem access to production system at time of service.
•
Must have PC technician on site or available at time of service.
• Customer must register the system(s) with Edify product support.
If the system does not meet the following requirements, disaster recovery time may be
lengthened substantially:
Disaster Recovery Capability
Disaster recovery and backup software should be set up and tested
before the system goes into production.
To recover the system without recovery
software will add 5 to 10 hours to recovery
time to install the operating system and the
restore software from the CD/diskettes.
Regular Backup and Maintenance Procedure
Complete system backup should be performed after any changes
(application development, upgrade, etc.) to the production system.
Incremental backup should be performed regularly to backup software
changes and statistics.
Recovery using out-of-date backup will
result in the loss of data and changes.
Recreating changes (if possible) will
lengthen the recovery time.
Hardware Spares and 7x24 Maintenance
7x24 hardware maintenance contract and/or hardware spares should
be available on site if needed (e.g. disks, voice cards, fax cards, etc.).
Note: Intervoice/Edify does not provide hardware maintenance on your
system.
In case of hardware failure, time to get
spare parts will lengthen recovery time.
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Signatures
The undersigned agrees that the system or systems being registered for 7x24 support
coverage comply with the above terms.
Signature:
______________________________________________________________
Date:
______________________________________________________________
Intervoice, Inc.
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