Nick Hong SupportNet Senior Corporate Application Engineer Oct 13, 2010
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Awards…
The Mentor Graphics SupportNet site has received the “Ten Best Web Support Sites” award four times (2003, 2007, 2008 and 2009), and is now listed in the ASP Hall of Fame
Mentor Graphics is the only 5-time recipient of the Software Technical Assistance Recognition (STAR) Award in EDA for technical support excellence.
The only EDA support provider with global support center practices certified against the Service Capability & Performance (SCP) Standards.
• ASP : Association of Support Professionals
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SupportNet – SupportPro Newsletters
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What is the Communities?
A Place to learn, share & network
Collaborate with thousands of distributors, Mentor customers, CSD, engineers & EDA professionals
Private & Public Forums & Collaboration Areas
Completely cross platform and browser agnostic
Integrated with SupportNet single sign on
Not intended to be a substitute for Mentor Graphics Customer Support
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Communities vs Support?
Chris,
Great question. Thanks for asking. The cost to Mentor to find and provide the answers is no different whether the answers are found on the web or whether the answers are delivered via the phone. Self help is not free. Self-help is generally faster and is available 24x7, which is why we do it.
We will not do anything that might jeopardize our revenue stream. We have established a reputation for having the best support in the industry. Part of that "best" support is a self-help web site that is backed up by our great technical staff.
As for communities, the solution is easy. If a customer asks a question that is clearly a support question, and the answer is a tech note or white paper or video found on SupportNet, simply reply to the customer with a link to the item of knowledge. If they follow that link, they will only see the answer if they are on maintenance. If they are not on maintenance, then they either have to wait until a customer is willing to post an answer, or they need to figure it out on their own.
If a customer is not on maintenance, I do not care if they ever get their answer. We are a business that must earn a profit or close our doors. Protecting our intellectual property has got to be one of our priorities. Unlike a majority of Americans that think people who do not earn things should get them anyway, Mentor CSD management supports the philosophy that if you do not pay, you do not get.
I have copied my staff so we are sure to all talk to the same talk.
Tom
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What is the Ideas Platform?
Replacing the SR process
The only medium for logging enhancement requests
Available only for customers under support
Enables customers to raise awareness to high value commonly viewed enhancement requests
Idea Lifecycle:— Posting (Received) voting reaching threshold
— Under consideration
— Planned or Out Of Scope
— Implemented
Ideas is not replacing the customer support process for defects
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Current Status
Ideas for PADS— PADS and DxD for PADS
Ideas for Expedition— DxD for Expedition, CES, IOD
— Expedition, XtremePCB
— Manufacturing
Ideas for Mechanical Analysis— FlowTHERM, etc
Ideas for IESD
1260 Users
452 Ideas
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Accomplishments (EE Campaign)
0 5 10 15 20 25 30 35 40
Top Vote Getters
Implemented:
Planned
Under Consideration
Out Of Scope
Received
31%
90%
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Posting and Voting
Who can post— Customers
Who can vote— Customers only
Scoring— Posting idea: 3 points
— Promotion and demotion: 3 or -3 points
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Review of Ideas
BSD Threshold: 75 points = 25 votes
Ideas meeting criteria are included in CAT Planning— Marked automatically as “Under Consideration”
Engineering review— Planned or Out of Scope
Keeping Ideas database “fresh”— Ideas not meeting criteria and older than 6 months Archive
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Challenge:Ideas By Region & Customer Type
NA EU PR JP
7
Global
Key
Focus
Mass Market
83%
1%
13%3%
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Resources for Customers in Transition
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Summary
Mentor Graphics is preparing Expedition for the future— HKP Elimination is Required. It is not an Option
Mentor Graphics is committed to cover all valid use cases— Commitment to our customers and to a more secure future
solution