© 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential
Dec 18, 2015
© 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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Drivers of Customer Services
Communication of problem
status
Avoid information requirement ping pong
Reduce Timeto Resolve
Satisfied Customer
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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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Calypso Product SupportISO9001 and TickITplus
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Quality Manual:Product Support Process Flow
The Process Flow is organized into 3 “Swim Lanes”:
Customer
Product Support
Engineering
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Global Product Support Organization
Mumbai / Chennai
Paris / London
Singapore / Tokyo
San Francisco/New York
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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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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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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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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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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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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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What happens after a case is submitted: Case Acceptance Criteria
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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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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.
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