RJS Support and Product Resources

Presented by :

Larry JohnVP Support and Services

RJS Software

Support and Product ResourcesHow to get the most out of the RJS

Tech Support Team

Support Coverage Overview Standard Support Plan Premium Support Plan

How to help yourself RJS Support site

How to help us help you How to contact RJS Support Types of information needed

Suport Tiers/Escalation Process“Product” support vs. “Project” supportRJS support tools – Current and Future

Agenda

“Standard” Support Plan Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays) Full access to RJS Support site Free upgrades of covered software products – Services extra

“Premium” Support Plan Support Hours: 8 AM – 5 PM Monday-Friday (excluding holidays) 24x7 Support – Critical/System Down issues Priority response Full access to RJS Support site Free upgrades of covered software products – Services extra

RJS Support Plans

Product Pages Documentation Tutorials Installation/Upgrade steps Revision history

Knowledge Base Easy Search Problem/Resolution articles

Rotating Banner – New Product Announcements and Hot Topics

Ways to help yourself using RJS Support Site

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Product Pages Documentation Tutorials Installation/Upgrade steps Revision history

Knowledge Base Easy Search Problem/Resolution articles

Rotating Banner – New Product Announcements and Hot Topics

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

Ways to help yourself using RJS Support Site (cont.)

More information is betterThings to provide when submitting trouble ticket

Severity of problem (i.e., intermittent, non-critical, system or production down) Screenshot or exact error message Error log (or snippet of log pertaining to error) Exact product name (many products have similar names) Software version Exact steps to reproduce error Information on what may have changed

Have access to the client PC and Server

Ways to help us help you

Submitting Trouble Ticket

Ways to help us help you (cont.)

Submitting Trouble Ticket Email us – support@rjssoftware.com

Ways to help us help you (cont.)

Submitting Trouble Ticket Email us – support@rjssoftware.com Email link from RJS Support Site

Ways to help us help you (cont.)

Submitting Trouble Ticket Email us – support@rjssoftware.com Email link from RJS Support Site Call us – 888-RJSSOFT (757-7638)

Ways to help us help you (cont.)

Ways to help us help you (cont.)

Support Tiers and Escalation Process

Front Desk – Field all support phone calls. They address base questions such as license codes, download links, support site questions, etc. If more technical help required they will forward to Level 1 Support. Level 1 Support – This is our base line support group. They are extensively and routinely trained on all technical aspects of our software product line. Most support tickets are handled by this group. If they reach a point where they are not making significant progress on an issue, they will escalate the ticket to Level 2 Support. Escalation typically occurs within 1 hour. Level 2 Support – A Level 2 Support member is someone who has worked on our support team for over 2 years and has advanced experience and knowledge of our products. They are typically members of our Professional Services or Software Development groups. If they reach a point where adequate progress is not being made, they will escalate the ticket to Level 3 Support. Escalation typically occurs within 1-2 hours. Level 3 Support – A Level 3 support member is typically a Software Application Engineer that has done development on this particular product or similar product. They will stay with the ticket until it is fully resolved.

“Product” support vs. “Project” support

Product Support Primarily used after project

completion Covered under software

maintenance agreement Time typically not billed (training

and upgrade services available)

Project Support Primarily used during project

implementation Support performed by PSE typically

billed against project hours Product issues directed to support

team are covered by maintenance agreement

inContact (CRM) Contact information License/Maintenance Review notes from Account Manager and Finance

Fusion Support ticket management Communication between support and customer Interoffice communication Ticket escalation Portal where customers can create, view, and manage their support tickets (Future)

RJS Support Tools – Current and Future

GoToMeeting Web conferencing Remote access to customer systems Used for troubleshooting, installations, and upgrades

RJS Support Site Documentation Knowledgebase Installation and Upgrade Instructions Tutorials/Videos Revision History Subscribe to RSS notifications when new releases are available (future)

RJS Support Tools – Current and Future (cont.)

Questions and Answers

Learn More

Contact:Larry JohnRJS Software Systemslarry@rjssoftware.comor 888-RJS-SOFT or 952-736-5800