© 2009 Netezza, Inc. All rights reserved Confidential January 16, 2022 Page 1 Netezza Customer Support
© 2009 Netezza, Inc. All rights reserved ConfidentialMay 7, 2023 Page 1
Netezza Customer Support
Contents
• Netezza Customer Support
• About Netezza Customer Support/Easy to Do Business With
• Netezza Customer Support High Touch Program
• Netezza/Omega NZCare Program
• Benchmarking Against the Competition
• 2009 Industry Awards
Page 2
Netezza Customer Support• 3 Groups
> Technical Support – Incident Response Center> Marlborough (MA), Japan, India (contractors), and Poland (contractors)
> Technical Account Management (TAM) and Educational Services> Installation
• App. 50 Employees across all 3 groups
• Support will handle about 12,000 Incidents this year> Many Incidents are “adaptive” - problems that don’t have simple resolutions
or have a number of possible resolutions. In these cases, it is up to the Netezza support professional to determine the best resolution based on numerous considerations including the customer’s application and performance.
Page 3
About Netezza Customer Support• Complex Support Environment
• Easy To Do Business With – Customer Support makes it uncomplicated for the Customer
• On-Time installation
• Relentless Customer Advocacy
• A single support contract that covers everything, including Technical Account Management help for Customers who need it
• A knowledgeable Technical Support Engineer who responds quickly to incidents and takes full responsibility for resolution
Page 4
What does Easy to Do Business With mean?This is what we see in our Incident Response Center
Page 5
Netezza Customer
Service Partner
Sales Proof of Concept
POC
Integration Partner
Software OEM
Hardware OEM
Netezza Incident
Response Center
Level 2
Level 2
Level 2
Level 1
Level 1 & 2
V
Development Partner
Hardware
Legacy Platform
Legacy Host
New Platform
New Host
Special Storage Solution
Dispatch & Manage H/W Vendor 1 Site
Call
Dispatch & Manage H/W Vendor 2 Site
Call
Dispatch & Manage H/W Vendor 3 Site
Call
SoftwareIndeterminate
ConsultingNPS Platform
Development Issues
Integration Issues
Application Issues
Development Engineering
Integration Partner Support
Application Partner Support
Triage
Triage
Triage
Sales POC Issues
Development EngineringTriage
Level 1 & 2
Level 1 & 2
This is what our Customer’s see!
Page 6
A major theme throughout our last Relationship Survey was ease/easy – as in Easy to Do Business With, Ease of Use, Easy to Work With, etc.. These terms were used by our Customers 37 times (35 times as a positive
attribute) in responses to the Relationship Survey.
Netezza Customer Support High Touch Program
Page 7
Netezza/Omega NZCare ProgramCustomer Surveys
Page 8
Customers
Key AccountSurvey
Relationship Survey
Transaction Surveys
Annual Phone SurveyDecision (to buy) Makers
Semi-annual Phone SurveyHigh Level Development& Operational Contacts
Monthly TAM, Tech Support,& Install Surveys
(Network & Phone)
NZCare - Netezza Top Down Surveys
Page 9
Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Satisfied Web Submitted Case Surveys
Page 10
The Case Overall
Time to Respond
Time to Resolve
Effectiveness/Completeness of Solution
Technical Knowledge of Representative
Customer Service Skills of Representative
Peer Group Industry NetezzaFY2009
NetezzaFY2010
88%
84%
79%
80%
85%
86%
78%
81%
73%
75%
82%
83%
99.32%
99.32%
95.59%
96.94%
98.63%
99.66%
98.41%
99.21%
96.02%
96.83%
98.41%
100%
Netezza FY2009 covers all Omega Surveys for customer incidents that occurred between February 2008 and January 2009. Netezza FY2010 covers all Omega Surveys for customer incidents completed between February 2009 and November 2009.
Page 11
Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Very Satisfied Web Submitted Case Surveys
The Case Overall
Time to Respond
Time to Resolve
Effectiveness/Completeness of Solution
Technical Knowledge of Representative
Customer Service Skills of Representative
Peer Group Industry NetezzaFY2009
NetezzaFY2010
53%
55%
53%
57%
57%
61%
46%
50%
45%
49%
52%
57%
69.42%
75.00%
63.39%
65.65%
66.21%
78.62%
71.71%
73.41%
64.54%
62.30%
67.06%
77.20%
Netezza FY2009 covers all Omega Surveys for customer incidents that occurred between February 2008 and January 2009. Netezza FY2010 covers all Omega Surveys for customer incidents completed between February 2009 and November 2009.
2009 Netezza Customer Support & Manufacturing Awards
Page 12
Customer Support, TAM, Installation,and Sales won 2009 Omega NorthFace Awards
Customer Support won 2009 Best Practices Awardfor Best Use of Metrics & Business Intelligence (SMB)
Installation won CY2009 Award forBest Support Team
Customer Support won CY2009 Award forBest Support Department
Customer Support won CY2009 Silver Award forBest Customer Strategy
Customer Support won 2009 Star Awardfor Best Complex Application Support (SMB)
Manufacturing was short listed for 2009Strategic Manufacturing Award for Operational Excellence
Netezza Customer Support was also a finalist for the SSPA Service Excellence Award for Emerging Business Support, 3 American Business Awards, and 1 International Business Award.