Amdocs SupportMaximize your investment

2 Amdocs support

Amdocs Support offers a unique and comprehensive set of support services that enable service providers to accelerate the value gained from their investment in Amdocs, while maintaining continuous systems operations. Amdocs Support’s unified offering, which is based on extensive experience with business-critical applications, helps Amdocs’ customers overcome their challenges and experience success.

WITH AMDOCS SUPPORT, SERVICE PROVIDERS CAN:

Optimize performance and proactively resolve system issues • Attain efficiency and peace of mind through high systems’ availability • restore system issues before they impact the end users• Benefit from Amdocs’ top experts

Accelerate the value of their systems • stay ahead of the competition by being at the forefront of innovation• speed time to market through technology advances and technical consultation

Reduce costs • decrease total cost of ownership by leveraging Amdocs’ product experts, best practices, latest application features and newest technology• reduce multiple vendor overhead by choosing a one-stop-shop providing unified support

this document provides an overview of the Amdocs product support packages. It will be revised periodically to reflect changes in the products being supported as well as the processes, procedures and technologies being used to deliver that support. the latest version of this document is posted on the Amdocs product support website www.amdocs.com/support

MaxiMize Your investMent

Amdocs Support Offering – Meeting Your Business Needs

Amdocs support services are designed to provide the right support for your business. the comprehensive product support package features the services necessary to meet business-critical support requirements. the package can be further enhanced with Amdocs premium support packages. Amdocs Extended support services offer a range of advanced

ongoing and proactive professional services uniquely designed to avoid faults, optimize performance and ensure superior support across mission-critical systems. Amdocs’ robust set of automated and proactive support tools help provide an advanced and efficient support experience.

SUPPORT TOOlS AND TECHNOlOgy

AMDOCS SUPPORT

ExTENDED SUPPORT SERVICESPRODUCT SUPPORT

“By on-going adoption of the latest maintenance release of amdocs charging, we are continually optimizing our Billing system to support dramatically growing customer volume, expanding our services and Billing packages, and seeing immediate roi.”

milan zika,

vice president of it,

t-moBile

PRODUCT SUPPORT

• Preferred • Premium • Premium Onsite

third Party andLegacy suPPOrt

• Legacy B/Oss• third Party

PrOactivePrOfessiOnaLservices

• suBject exPertise• adOPtiOn• anaLysis• OPtimizatiOn

OngOingservices

• custOmizatiOn • OPeratiOns• future reLeases

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Amdocs product support is comprised of three tiered components. the Amdocs preferred support package includes a wide variety of support services to maintain business-critical applications. It can be further enhanced with the Amdocs premium support package for committed service level agreement restoration time and a

dedicated support account manager. the premium onsite support offering provides pinpoint support services onsite, including speedy service level agreements for core and customization layers, performed by Amdocs’ proven support experts

Amdocs Product Support

Preferred Support

An extensive range of essential support services for business-critical applications:

Consistent business performance

• Advanced case handling

• proactive tools and services

Product innovation

• products updates and evolution

Connected support experience

• personalized services

• support community

Premium Support

Committed SlA and enhanced, personalized experience:

• Business-oriented sLA

• dedicated support Account manager

Premium Onsite Support

Premium onsite support for core, customization & ongoing services:

• core and customization support

• committed, unified sLA

• Amdocs top support experts – onsite

• customization development

• technical consultation

• Functional planning

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Amdocs Preferred Support

Amdocs preferred support provides a personalized, proactive support experience. It enables continuous business innovation and maximizes investment. the package boasts many rich features, enabling Amdocs customers to benefit from consistent business performance and stay ahead of the technology curve.

Preferred Support

Comprehensive, feature-rich, proactive product support for your business-critical applications.

Consistent business performance

Advanced case handling

• All day, every day availability for business-critical cases

• committed response time

• centralized front desk

• Industry-proven case flow methodology

• product developer support

• support for bundled third party products

Proactive tools and services

• Amdocs Log Explore fault detection tool

• Amdocs monitoring and control tool

• Advanced case prioritization

• patch advice service

• plan-ahead service

Product innovation

Product updates and evolution

• proactive maintenance releases

• Entitlement to new product releases

• online download center

Connected support experience

Personalized services

• support via Web, phone and email

• self-configured online reports

• technical queries

• onsite visits

• Web collaboration services

• Business innovation workshops

Support community

• Amdocs self-service support portal

• online case logging and tracking

• support community forums

• online knowledge base

• Intelligent search engine

• ”meet the Experts” online sessions

• online documentation

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Amdocs premium support is designed to simplify and enrich the customer experience through a business-oriented service level agreement that provides a dedicated support account manager and guarantees a committed timeframe for problem restoration. It is an optional, supplementary package to Amdocs preferred support.

the Amdocs premium onsite support component increases peace of mind and reduces risk. the offering includes speedy service level agreement support for the core and customization layers, as well as other technical consultancy services. this service is provided by Amdocs’ finest support experts and monitored by the Amdocs support organization for additional back-office assistance.

Amdocs Premium Support

Premium Support

Committed SLA-based support service focused on your most critical business needs.

Business-oriented service level agreement

• committed restoration time

• High priority case-handling

Dedicated support account manager

• personalized support experience

• 360 degree view of customer product support

• customer-specific reporting and communication

• Future planning of deployment activities

Premium Onsite Support

Premium onsite support for core, customization and ongoing services.

Comprehensive onsite support

• support for system core and customization

• committed, unified service level agreements for cases restoration

• preventive support to minimize solution faults

• Full access to back-office experts

• support implementation of new maintenance releases

Ongoing services

• review and definition of new requirements

• Ad hoc reports and data extracts

• change request customization and development (limited)

• consultation on test scenarios and new functionality planning

• Evaluation of feature updates and upgrades

Amdocs Premium Onsite Support

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Amdocs Extended Support Services

Amdocs Extended support packages go far beyond core product support. ongoing support services provide proactive support, ongoing operational support and future planning. Amdocs pinpoint professional services solve key challenges across the entire

solution lifecycle for successful project completion and effective system adoption. the third party and Legacy support provides a range of critical support services for synergetic third party and legacy business-critical applications.

Ongoing Support Services

Comprehensive solution and operational support

Solution Support

• case management

• testing review

• technical consultations

Operational Support

• Job execution

• configuration and parameters support

• system monitoring

• Infrastructure activities

• Business processes operations (Bpo)

Future Releases Support

• supports new business needs

Proactive Professional Services

Pinpoint services solving key challenges across the entire solution lifecycle

Operational Optimization

• system health check

• operation tuning

• New business requirements analysis

Customer Advisor

• technical consulting expert

Proof of Concept

• demonstrate pre-defined or tailored business scenarios

Upgrade start-up

• upgrade assessment

• upgrade training

• upgrade kickoff

Third Party & Legacy Support

Extensive range of essential support services

Applies to Amdocs synergetic domains

• Legacy and third party B/oss It systems

• telecom specific enterprise apps such as data warehouse, business intelligence

Enhanced support for customers’ post-production third party & legacy solutions

• Advanced, automated case handling

• proactive services and tools

• personalized services

• support community

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Amdocs ongoing support offers solution support by product experts for Amdocs-installed solutions, including case analysis and restoration, optimization of system operability and cost-efficient operations support.

It also features future releases support, including enhancement planning and implementation, to ensure systems keep pace with your business.

Amdocs Ongoing Support Services

Solution Support

Ongoing, comprehensive support for Amdocs-installed solutions.

Case management

• 24/7 availability for critical cases

• sLA for response and restoration time

• Analysis and location of the problem source

• support in recovery of errored data

• case registration and tracking

• design and deliver of workarounds

• core product case coordination

• Implementation of solution releases

Customization layer code fix

• customization code fix design and development

• customization and configuration code fix

• customization layer’s updates roll-up to next core release

Technical consultation

• design reviews support

• Help customers overcome technical difficulties

Testing Review

• test cases review for code fix

• test cases review for new releases

• review customers’ detailed test scenarios to validate testing coverage

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Operational Support

Optimize system operability to ensure maximum systems benefit and cost efficient operations.

Job Execution

• production environment application jobs (load and run)

• report and record all operations incidences

Configuration and parameterization

• Business parameters set-up and maintenance

• product catalog management (where installed)

System monitoring and control

• ongoing solution monitoring

• Application error messages and support requests management

Infrastructure activities

• database management

• production environment management

• operating system adjustment, as needed

Future Releases Support

Enhancement planning and implementation ensure that systems respond to today’s dynamic market requirements and keep pace with the business.

Supporting new business needs

• capture requirements and recommend improvements

• support for translating business requirements to software requirements

• customization enhancements impact assessment

• release management/production management

• test scenarios consultation

“Just as xl relies on amdocs convergent Billing, ongoing amdocs product support and maintenance is also a vital enaBler for the xl Business strategy. through their excellent understanding of our Business needs, amdocs product support helps it continue to meet xl’s Business requirements…”

dian siswarini,

cto, xl axiata

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Amdocs proactive professional services, which are provided by Amdocs applications experts, are pinpoint services that solve key challenges across the entire solution lifecycle for successful project completion and effective system adoption.

Amdocs Proactive Professional Services

UPgRADE START-UP AND TRAININg

Upgrade assessment

• upgrade effort estimation support – help establish the business case for an upgrade to support decision-making

Upgrade training

• product knowledge transfer to the customer’s It staff

Upgrade kickoff

• First phase run-through by Amdocs

CUSTOMER ADVISOR

• point of contact and technical consultancy across the solution’s lifecycle

PROOF OF CONCEPT

• demonstrate business scenarios adjusted to specific business needs

OPERATIONS OPTIMIZATION

System health check

• system performance monitoring

• recommend adjustments and tuning of the system set-up

• Identification of system bottlenecks and advice on issue restoration across all layers

Operation tuning

• optimization of system operability

• reduce inefficiencies and costs, shorten critical processes and automate tasks

• support system tuning

New business requirements analysis

• recommend a path for achieving new functional goals

• capture the customer requirements

• Evaluate optional impact on the current system’s performance and functionality

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Amdocs Third Party and Legacy Support

Amdocs third party and Legacy support offers an extensive range of unified and verified support services for synergistic third party and legacy business-critical applications. our post-production support for B/oss It systems and telecom-specific enterprise

apps gradually reduces total cost of ownership. As a centralized, one-stop-shop with top telecom experts, Amdocs decreases our customers’ risks and increases time to market.

Amdocs Third Party and Legacy Support

An extensive range of essential support services for business-critical applications.

Advanced, automated case handling

• self service portal

• Front desk service

• Level 2 support

• third party support sync

Proactive services and tools

• customization layer support

• Fix coordination and tests

• Automated tools

Personalized services

• reports

• measurements/service level agreements

• support Account manager (optional)

• onsite Expert (optional)

Support community

• single login to integrated online support community

• community discussion forums

• documentation and solutions knowledgebase

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Amdocs support utilizes a wide set of proactive tools and advanced technology for faults tracking and prevention, and for performance monitoring and optimization. these tools enable our customers to enjoy an advanced and efficient support experience.

the following tools and technology are used by Amdocs and independently by customers:

Amdocs log Explore • Embedded monitoring and improved problem diagnostics• real-time analysis of the application log and problem identification for faster time

to restoration

Amdocs Monitoring and Control• constantly monitors Amdocs products-related production systems• Increases operational efficiency and ensures that problems are identified and

handled before they become critical

Next generation Online Support services suite• self-service portal, interactive knowledge base, download center, reports, etc.

Amdocs Product Support Community• Enjoy a collaborative support experience• speed time to value and achieve greater independence

Cross Portfolio Installer• portfolio-level solution for setup and deployment of Amdocs applications

(install, configure and maintain)

sample list of tools that are used internally by Amdocs support experts:

Hot Fix tool – environment operation tool• A unified, smooth, traceable process for deploying software “hot fixes”

Database Deployment Management • Building and maintaining environment databases• creating and running patches and upgrades

Transaction Performance Management• monitors, measures, analyzes and tunes systems • Alerts for performance problems and bottlenecks, and drill-down to the root cause

Code Build tool• code review and code comparison• track changes, enable roll-back and review

Memory leaks detection – debugger• supports batch mode memory leak detection • Analyzes the application during runtime

Testing automation tools• reduces the time and effort of generating test flows

Amdocs SMART (Support, Monitoring, Analysis & Remote Troubleshooting)• Enables Amdocs to investigate and troubleshoot the Amdocs online

charging environment

Proactive Support Tools and Technology

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Amdocs Support

We provide the most extensive and professional support services for your business-critical applications, so that you can confidently continue to deliver the best experience to your customers.

Amdocs provides the vision, products, services and business processes to drive growth, create operational efficiencies and enable greater agility to help service providers while they transform into experience providers. our offerings are backed by Amdocs’ deep industry insight, successful implementations and experience in product development.

“amdocs product support provided the right attention during this critical period, through support account manager services, effective request prioritization, and around-the-clock case handling. this personalized support approach helped to ensure a smooth upgrade process.”

prem prakash,

development head-crm,

reliance communications

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about amdocs

For 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries. amdocs: embrace challenge, experience success. For more information, visit Amdocs at www.amdocs.com

Amdocs has offices, development and support centers worldwide, including sites in:

the americas: asia Pacific: eurOPe, middLe east & africa:

BRAZIL AUSTRALIA AUSTRIA ISRAEL SPAIN

CANADA CHINA CYPRUS kAZAkHSTAN SWEDEN

COSTA RICA INDIA CZECH REPUBLIC THE NETHERLANDS UNITED kINGDOM

MEXICO JAPAN FRANCE POLAND UNITED ARAB EMIRATES - DUBAI

UNITED STATES PHILIPPINES GERMANY RUSSIA

SINGAPORE IRELAND SOUTH AFRICA

TAIWAN

THAILAND

VIETNAM

For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at www.amdocs.com/corporate.asp.

Copyright © Amdocs 2012. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. Created 2/2012