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© 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential
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© 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential.

Dec 18, 2015

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Page 1: © 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential.

© 2013 Calypso Confidential

Introduction to Calypso Product Support

1 © 2010 Calypso Confidential

Page 2: © 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential.

© 2013 Calypso Confidential© 2013 Calypso Confidential

Product Support Quality Charter

Product Support contributes to delivering great customer service and achieving high levels of customer satisfaction by providing

timely, accurate, and complete resolutions to issues related to the

installation, upgrade, or use of Calypso products.2

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© 2013 Calypso Confidential

Drivers of Customer Services

Communication of problem

status

Avoid information requirement ping pong

Reduce Timeto Resolve

Satisfied Customer

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Delivering Customer Satisfaction

Process• Quality

Management System (ISO9001 Certification)

• Quality Manual

People• Global Footprint• SME-based

organization of highly skilled professionals

Tools• 24x7 Call

logging mechanism

• 24x5 emergency hotline

• Transactional Surveys to elicit feedback

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Calypso Product SupportISO9001 and TickITplus

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Quality Manual:Product Support Process Flow

The Process Flow is organized into 3 “Swim Lanes”:

Customer

Product Support

Engineering

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Global Product Support Organization

Mumbai / Chennai

Paris / London

Singapore / Tokyo

San Francisco/New York

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© 2013 Calypso Confidential© 2013 Calypso Confidential

24X7 Problem reporting mechanism

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Defaults and Self-Service interface

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Searchable Case Logs

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© 2013 Calypso Confidential© 2013 Calypso Confidential

24X5 Emergency Coverage

We have a 24X5 emergency line that you can call in case of S1/P1 problems;.

We do insist that you log the case in our Case Logging system before you call so that we are able to provide you with more meaningful service.

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Case Acceptance Criteria

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Submitted Case Checklist

1. Contact Information

2. Problem Description Subject Product category Detailed description Business impact Recent changes to Calypso

product use, if any Related product support

case(s)

3. Environment Environment type (production,

test) Calypso version Database type and version Operating system Recent changes to

environment, if any

4. Test Case Steps to replicate problem in

vanilla environment Expected results Actual results Attachments (screen shots,

logs, ...)

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Transactional Survey

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Transactional Customer SatisfactionSurvey

1. Overall Case Handlinga) OVERALL Performance

b) Ease of access to help

c) Communications regarding problem status

d) Timeliness of problem resolution

e) Courteous service

2. Product Support Analyst Performancea) Responsiveness to your concerns and questions

b) Efficiently understanding / replicating the problem

c) Calypso product technical expertise

3. Quality of Resolution / Fix Receiveda) Effectiveness of resolution received

b) Overall quality of resolution received

c) The first resolution provided to you solved the problem

d) The resolution provided to you did not create a new problem

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Case Reporting

Customer should have a team of trained BAs and TAs that comprise Level 1 Support

Cases are channeled through named representatives registered on the web-based case management system

Case log should contain clear problem description with reproducible test case (reference: Submit Case Checklist)

All interaction will the Calypso support team must take place through the our web based case management system

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Start Here: Submit Case

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Correctly Prioritize the case

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Correctly categorize the case

Bugs: If existing functionality does not work as expectedExisting functionality per our documentation/catalog

This does not include applications being used for purposes they were not intended for

This also does not include custom code related issues

P1/P2 issues are eligible for ‘hotfixes’

P3 cases may be fixed and made available in a future release

Enhancements: If required functionality does not exist, clients may log enhancement requests at any point of their project lifecycle, including after “go-live”. These are logged in the system as “P5” and are handled by Product Management

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Select Submit Bug Request

Bugs: If existing functionality does not work as expected/as documented in our User Guides and Product Catalog

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© 2013 Calypso Confidential© 2013 Calypso Confidential

What happens after a case is submitted?

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© 2013 Calypso Confidential© 2013 Calypso Confidential

What happens after a case is submitted: Case Acceptance Criteria

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© 2013 Calypso Confidential© 2013 Calypso Confidential

What happens after a case is submitted?

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© 2013 Calypso Confidential© 2013 Calypso Confidential

What happens after a case is submitted?

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© 2013 Calypso Confidential© 2013 Calypso Confidential

What happens after a case is submitted?

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© 2013 Calypso Confidential© 2013 Calypso Confidential

Accepting Resolution and Deploying

Calypso Product Support will unit test and validate all bug fixes sent to the customer

Customer Level1 Support team to validate and regression test the software fix prior to deployment in Production

Customer to revert to Calypso within 15 calendar days for fixes sent for S1 cases and within 30 calendar days for fixes sent for S2 cases

If satisfied, Customer will approve software changes for deployment in Production

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© 2013 Calypso Confidential

B r e a k i n g t h e b o u n d a r i e s

Calypso is a registered trademark of Calypso Technology, Inc., in the United States, European Union, and other jurisdictions. All rights reserved. All products and services referenced herein are either trademarks or registered trademarks of their respective companies.

© 2010 Calypso Confidential27