Pitney Bowes Software subscription & support handbook · Pitney Bowes offers our clients a world-class level of technical support. By assisting you in the resolution of technical

Software subscription & support handbookHelp your organization realize greater successby using our software and data solutions.

2 Software subscription & support handbook

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A deep commitment to our clients

Pitney Bowes is fully committed to making you and your organization successful in implementing and using our mission-critical software applications.

This software subscription & support (S&S) handbook offers detailed information on the many support options available to you. Please take advantage of this valuable resource.

Our software subscription & support services are flexible and designed for organizations of all sizes. Our trained support professionals and subject matter experts provide guidance and troubleshooting. Applying our years of in-depth industry domain expertise, we work with you to learn and understand your specific challenges and needs. Then we help you every step of the way.

Pitney Bowes offers our clients a world-class level of technical support. By assisting you in the resolution of technical issues that may arise with our software, we accelerate implementation, help you maintain productivity, and offer an immediate and sustainable return on investment.

Software subscription & support includes entitlement to patches, bug fixes and new versions of your software as released, extending the value of your investment and ensuring that you stay up to date with the latest features and functionality.

Our Worldwide software support (WWSS) organization is your main point of contact for feedback or questions regarding the functionality, or potential defects of Pitney Bowes enterprise software & data solutions, and APIs — referred to as ‘Pitney Bowes software’ for simplicity through the rest of this document.

If you wish to learn more about the support and services that we offer, contact your Pitney Bowes software account manager.

Software subscription & support policy 04Product lifecycle policy 07Standard support agreement 10Appendix A: Glossary 18Appendix B: ServiceSTAR Program 19Appendix C: Product lifecycle categories 22

Software subscription & support handbook


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Software subscription & support policy

Pitney Bowes software subscription & support services offer comprehensive coverage for software updates and fixes, product upgrades and technical support under a single, common set of agreements, processes and tools. To ensure that you have access to both the latest software version and remote technical support, we recommend that you renew your Software subscription & support service annually.

Software subscription & support guidelines Briefly, our S&S services consist of:

• A reasonable amount of telephone support to assistyou in the use of Pitney Bowes software products

• Product enhancements and updates, issued as available duringthe current S&S term

• Data updates, if you have licensed data with a subscription• Correction of technical errors or non-conformities with the

use of Pitney Bowes software products• Optional 24/7 emergency support• Customized support. For details, contact your Pitney Bowes

software account manager.

Software subscription &

support policy

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Software subscription & support service matrixWe work with our clients who have specific needs to craft a custom support package. For more details, contact your Pitney Bowes software account manager.

Standard support can be purchased at the following levels:

• Standard level 1 basic• Standard level 2 mission critical

Service level upgrades and downgrades You may upgrade to a higher service level at any time. Upgrade fees are calculated based on current contract fees and assessed in addition to the current S&S fee, with incremental charges pro-rated to the next renewal date.

You may also downgrade to a lower service level at the time of renewal without incurring any penalty fees. Mid-term downgrades are not permitted at this time.

Matching service levelsUpon your purchase of Pitney Bowes software subscription & support, we support all licenses included in any given license set under the same technical support service level. We do not offer software subscription & support for a subset of licenses within a license set.

License sets are defined as a single implementation use case within your environment. For example, address validation for batch invoicing by an operations department is a different license set than online/real-time address validation for a web-based marketing campaign.

Service

Standard level 1 basic

Standard level 2

mission critical

Access phone, email and online case management during local business hours x x

Unlimited access to Pitney Bowes online knowledge base x x

Enable use of remote access tools (at discretion of Worldwide Software Support team) x x

Sign In to your account on the Pitney Bowes website: pitneybowes.com/softwaresupport x x

Receive free version upgrades and patches x x

Receive 24/7 critical production emergency support (see page 13 for definition)• Excluding shrink-wrap products• Available only in English language

x

Access Priority telephone queue (US only) x

For existing clients of the ServiceSTAR program, please see Appendix B.


support policy

http://www.pitneybowes.com/softwaresupport


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Renewal of software subscription & support You can renew your Pitney Bowes S&S agreements if you have a valid perpetual license, or any limited-term software license prior to its expiration date.

By prepaying your software subscription & support renewal, you may be eligible for discounts to the contract price based on the total calculated fee. We offer this discount in three-year increments only.

Renewal quoteTo assist you with the renewal process, we’ll issue a renewal quote at least 70 days prior to your expiration date, and email reminders until the expiration date. Keep in mind that you are primarily responsible for documenting and tracking your effective and renewal dates. If you haven’t received a quote within 60 days prior to the renewal date, please contact your Pitney Bowes renewal account manager.

Termination of software subscription & support You may cancel your software subscription & support agreement prior to the end of a term by providing notice to Pitney Bowes. We may terminate any software S&S agreement by providing written notice at least 90 days prior to the expiration date. We’ll provide 180 days written notice for any superseded versions of the product, or if the products are licensed for use on hardware or an operating system that’s no longer supported by the developer or manufacturer.

If we are unable to correct a reported error or non-conformity classified as a critical or high severity level problem, within 30 days following notice from you, or an additional period of time reasonably agreed to by the parties, you may terminate your Pitney Bowes software subscription & support agreement for such software and receive a pro rata refund of any pre-paid fees for the balance of the existing subscription & support term.

Reinstatement policy If you haven’t renewed your software subscription & support agreement by the expiration date, support will be systematically terminated. If you wish to obtain coverage for any licenses at a later date, you may reinstate a software subscription & support agreement by working with your Pitney Bowes renewal account manager. Please note that we will assess a reinstatement fee, calculated as a multiple of the fee for the period the products were not covered by a S&S agreement (typically three times), to continue service.

Extended support for a retired product In general, Pitney Bowes does not offer support for a product that is past its published end-of-life date, in accordance with our product lifecycle policy (please see pages 07- 09).


support policy

v6.0

v5.0

v4.0

v3.0

General availability Continued support Retired

Release lifecycle

Beta

Minimum of 12 months


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Product lifecycle policyThe Pitney Bowes software product lifecycle policy helps you plan for product releases and standardize product support expectations.

Lifecycle of a releaseWe make a product in development available to you through a series of product releases, if you’re currently on subscription & support. The release proceeds through a lifecycle of milestones and phases. These steps apply to all major releases, excluding patch-only releases.

Beta Beta is defined as the period of time when select clients test a new release prior to its general availability. Clients who use our beta software help us validate that:

• Newly developed features and corrective programmingmeet requirements

• The product continues to function as set out in the productdocumentation, as amended

During this phase, the development team provides technical support and assistance to our beta clients. Please keep in mind, however, that not all releases will offer a beta period or that all clients will have access to a beta version.

General availability General availability begins when a release successfully completes the beta period, if applicable, or becomes generally available to

all our clients. We notify licensed clients who have a current S&S agreement in place through a product update announcement, which includes a list of new features and/or corrective programming of existing features.

Continued software support We offer continued support for a release for a minimum of 12 months following an end-of-service announcement. We issue an end-of-service announcement for a release that’s moving to continued support (which includes phone assistance and online support).

Pitney Bowes generally assists our clients with products in continued support, but in most cases our diagnosis and correction will be applied to the latest-shipping release. For example, a problem with MapInfo® Pro v15 would be diagnosed with MapInfo® Pro v17. This same policy applies for non-certified environments (operating systems, application servers, and databases on which we haven’t tested our products).

Retired We will retire releases as updated releases are issued, generally following the continued support period. When a release is in retirement, we may investigate support issues, at the sole discretion of product management, in an attempt to provide solutions or workarounds. Pitney Bowes is under no obligation to provide support for a retired release unless expressly agreed to separately by the parties.

Product update announcement

End of service announcement

End of service

Product lifecycle policy

Minimum of 18 months

v3.0

General availability Continued support RetiredBeta

Product lifecycle


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Lifecycle of a productA product proceeds through a lifecycle of milestones and phases.

Beta Beta is defined as the period of time when a new product is tested prior to its general availability to the market. Prior to beta testing, select clients may sign up and partner with our development team for field-testing. Clients who use our beta software are key partners in validating that the product meets requirements and functions as set out in the product documentation. During this phase, the development team provides technical support and assistance to our beta clients.

General availability General availability occurs when a product successfully completes the beta period and becomes generally available to the market. This phase begins with a product announcement describing the general availability of the product. Pitney Bowes plans regular releases (see lifecycle of a release policy on page 7) and offers full support throughout the general availability phase.

Continued support Continued support is the phase a product enters as it approaches its end of life. From time to time, it’s necessary to discontinue a product for a variety of reasons, including lack of market demand, technology obsolescence or the availability of successor products. We communicate important milestones to our clients once a product enters the continued support period.

We provide continued support for the product for a minimum of 18 months following the end-of-life announcement. Continued support includes phone and online support, but no additional releases of the product are issued during this phase. The end-of-life announcement includes an end-of-sales date. On this date, the product is no longer available for licensing, and we remove it from the price list. We offer product support to clients who purchased a S&S agreement prior to the end-of-sales date; S&S agreements will not extend beyond the end-of-life date.

Retired Following retirement, we may investigate support issues, at product management’s sole discretion, in an attempt to provide solutions or workarounds. Pitney Bowes is under no obligation to provide support for a retired product unless the parties have separately agreed to do so in writing.

Product announcement

End of life announcement

End of sales

End of life


Vertical Mapper 3.5

Vertical Mapper 3.7 MapInfo Pro Advanced

Standard lifecycle Successor


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Support timelinesThe product lifecycle policy takes the guesswork out of the length of time during which we offer support for all Pitney Bowes products and their associated releases. Support encompasses both general availability and continued support phases. The four policy categories, detailed below, include data, APIs, integrated infrastructure and general. These timelines apply only to major releases, not to patch-only releases. The breakdown of products by category can be found in Appendix C.

Data The data products policy includes a minimum of one year of support or six months after a major successor release is available, whichever is longer. We recommend that you use the most recent version of all data products to fully access all features and the newest data content. Due to the frequency of updates, we address support issues in the next scheduled release in most cases, rather than as a patch release.

Please review your individual data product policies, because specific contractual language related to third-party vendors and data suppliers may override aspects of the data products policy.

General The general policy includes a minimum of two years of support, or one year after a major successor release is available, whichever is longer.

Policy exceptions Exceptions to our product lifecycle policy are explicit and called out on a release basis. Common exceptions include:

• Frequent releases for less mature products• Significant lag between releases• Significant change in third-party technology between releases,

discussed in detail in the next section

Specific terms in your license agreement with Pitney Bowes may be different, and supersede this lifecycle policy.

Third-party vendor-specific support termsWe list supported environments in product release documentation and on the support website. You must remain on a supported environment, including applications and platforms, to receive technical support. If a vendor retires support for its product, you may be required to upgrade to a current supported application, hardware platform, framework, database and/or operating system configuration to continue receiving our technical support services, subject to the terms of your Pitney Bowes license agreement.

Successor productsThe product lifecycle policy also gives Pitney Bowes a framework to communicate successor products within a product line. For larger, evolutionary steps, or cases where we have re-branded a product, this might entail ‘Product B1.0’ being the successor product to ‘Product A5.0’. This information is particularly important when you’ve purchased subscription & support that includes access to any future releases of a product.


Here’s an example of successor products within a product line:


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Standard support agreement

EligibilityOur clients are entitled to support for all Pitney Bowes enterprise software & data solutions, and APIs in line with the following guidelines:

• The Pitney Bowes software license agreement and S&S termare both current and in effect

• Client contacts are specifically nominated in the PitneyBowes agreement

- One of the nominated contacts should be available for all communications with Worldwide Software Support (WWSS)

• The number of client contacts who communicate withWWSS is limited to three, to facilitate the highest qualityand most efficient support

• The nominated client contact has attended Pitney Bowessoftware product training courses

• Technical support is granted only to the primary licenseeof the product

- Subcontractors to Pitney Bowes clients are not entitled to support.

BenefitsThe standard support agreement includes the following benefits for registered-user clients:

• Technical support during the business hours listed on thePitney Bowes website at pitneybowes.com/us/contact-dcs.html

• Standard technical support includes:• Three client-defined points of contact• Advice on implementation, optimizationand troubleshooting

• All reproducible errors in Pitney Bowes softwareapplications when operated in supported environments.

• Sign in to your account on the Pitney Bowes website viapitneybowes.com/softwaresupport for logging and trackingsupport issues

• Access to WWSS professionals who are highly experienced inthe use and operation of our applications. They will see yourcase through to resolution.

• Use of remote desktop sharing available at the discretionof WWSS

• Access to the latest product releases and maintenancereleases/patches

• Use of the Pitney Bowes software knowledge base viapitneybowes.com/softwaresupport


https://pitneybowes.com/us/contact-dcs.html

https://pitneybowes.com/softwaresupport



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Scope Our goal is to assist you with our software products by answering questions and resolving problems specifically related to the operation of Pitney Bowes software.

Reasonable amounts of product technical support use means that our clients can ask unlimited questions that pertain to product installation, configuration and usage for the first 90 days post-purchase.

Situations occasionally arise which may be outside the scope of WWSS services including, but not limited to:

Data problems: Due to the complexity and sophistication of data sets, Pitney Bowes cannot be responsible for the accuracy of individual data elements in our data products. Support is limited to the reporting of identified errors and omissions to the Pitney Bowes data products department. You are strongly encouraged to report any problems found in our data products for addressing in future releases.

New features: WWSS staff will provide guidance and troubleshooting of Pitney Bowes software, but it cannot introduce new product features. If a problem requires functionality beyond the current product design, you must log an enhancement request for consideration in a future release. Please review the enhancement request process section for more information.

Unusual situations: Occasionally, certain situations arise in which factors beyond the control of Pitney Bowes may inhibit the effective delivery of technical support.

These situations will be referred to WWSS senior management, and may include:

• A need for client training• Problems with client-written and/or client-modified code• Fixes required to prior releases of software• Regulatory and postal issues• Problems with user computing environments

Value-added services Level 2 services24/7 mission-critical production emergency support: Our clients who require a higher level of support in managing potential production-down issues should consider the enhanced 24/7 support option featuring the following benefits:

• 24/7 access to a Worldwide Software Support professional• Up to five additional client-defined points of contact

(for a total of eight)

In the US, your calls will go into a priority queue if you have Level 2 services.

Self Service Knowledge BaseSoftware Solutions has rolled out a knowledge management program modeled on the Knowledge-Centered Service (KCS®) methodology. With more than 10,000 knowledge base articles, spanning the full range of our products, which clients can utilize to learn how to use, or to help troubleshoot known issues in our software. Our support teams are dedicated to updating existing articles, as well as creating new articles, to ensure we have the latest and greatest information available at any given time.

To access these articles, please visit pitneybowes.com/softwaresupport and enter your search query. Articles can also be found on the product support pages for individual products, as well as by utilizing your favorite web search engine.

Support SitesThe Pitney Bowes Software Support sites provide support details for your Software & Data products.

Locate your Software or Data product within the site and the following information and resources are available:

• Documentation for each product, organized by version andlanguage within dropdown menus.

• Knowledge Base Articles: for each product, new and updatedarticles as well as the ability to search for any article

• Additional Resources: this section includes Video Tutorials,Community Forum, Holiday Schedule, Training, Softwaresubscription & support Handbook, and Webinars.

• Contact Us: contact information for the regional Pitney BowesSoftware offices as well as a convenient link to Create a Case.

Regional Support sites:

• US Support• UK Support• French Support• German SupportWith more sites being rolled out.

Knowledge CommunitiesMaximizing product value: the mission of the Knowledge Communities is to enable and inspire product users via collaboration with a global network of experts, both Pitney Bowes staff and users like you. Organized by product with special interest groups for regions and verticals, the community is your first stop for learning how to get the most from your product investment. The communities also offer exclusive opportunities to participate in product development activities like betas and design exercises, and to collaborate on product improvements. Sign-up is free at https://community.pitneybowes.com.




https://www.pitneybowes.com/us/support/software-data-support.html

https://www.pitneybowes.com/uk/support/software-data-support.html

https://www.pitneybowes.com/fr/support/support-logiciels-donnees.html

https://www.pitneybowes.com/de/support/software-daten-support.html

https://community.pitneybowes.com


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Service level agreement response times Response targets define response times for new cases reported to WWSS.

A response time is defined as the elapsed period of time between when a client makes direct telephone contact with WWSS with a request for assistance, and the time for WWSS to acknowledge the new case, issue a case identification number and proceed with internal investigations.

To move the case forward as quickly, efficiently and effectively as possible, the appropriate client resources must be available to assist and support the troubleshooting effort. In a critical situation, the appropriate resources should be immediately available.

Important guidelines for logging a caseYou must report any issues that are considered to be critical according to the service level agreement directly to Pitney Bowes by telephone. In these cases, do not report by Signing in to your account via pitneybowes.com/softwaresupport or email.

We provide support to the nominated client contact(s) as stated in the Pitney Bowes license agreement. Telephone support is available regionally at the times and contact numbers detailed on pitneybowes.com/us/contact-dcs.html. Recognized Pitney Bowes global public holidays, when Worldwide Software Support is not available, are also listed online. Please see pitneybowes.com/ss-availability

Depending on the criticality of your case and the Pitney Bowes value-added services you’ve purchased, WWSS will address your case either during local support team office hours as listed online, or on a 24/7 basis subject to the terms of your software subscription & support agreement.

Support process How to make contact and log a case There are three methods for logging a new technical support case for your product:

01. Sign in to your account via pitneybowes.com/softwaresupportand select the create case option.

02. Call a WWSS representative at the global contact telephonenumber as listed on pitneybowes.com/us/contact-dcs.html

03. Send an email to [email protected]. Your case will beassigned to the appropriate support office

If you have a problem with your account, invoices, orders or shipping, contact our client services team via the details as listed on pitneybowes.com/us/contact-dcs.html

Regardless of the method you use to set up a new case, the following specific details are always required:

• Your full contact details - Account/Account Number (if known), contact name,phone number, email address

• The Pitney Bowes software product name and theinstalled version

• License number, serial number, contract number, if applicable• System configuration

- Platform, OS version/patches/service packs• In addition, for change/configuration management-related

issues, database and application server instances/versions/service packs

• Full problem description, including: - What are the symptoms? - In what context does the problem occur? - What was expected to happen? - What actually happened? - Did the problem occur once or often? - Is the problem erratic or consistent? - Can the problem be duplicated and, if so, what steps are required? - What are the exact error message(s)?

• Screen shots are always very helpful, if available• Problem severity as defined by the service level guidelines

mentioned on the next page• The business impact that this issue is causing for your company• Sample data and configuration files• Code samples where appropriate




https://www.pitneybowes.com/ss-availability

https://www.pitneybowes.com/us/contact-dcs.html



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Severity level Description of issueTarget

response Pitney Bowes action

Critical

Mission-critical production emergency: organization is directly impacted

System down: Serious problem is halting business-critical or common operations. No workaround available at time of the call.

Within thirty (30) minutes

Continuously work on critical issues during office hours until a workaround is found.

For 24/7 agreements, work around the clock on critical issues.

Escalate critical issues immediately to WWSS senior management and, after 24 hours, to the Vice President, Worldwide Software Support (WWSS), of Pitney Bowes.

A dedicated team, which may be comprised of WWSS staff, QA engineers and/or developers (as required), works to identify the source of the problem and, if necessary, creates a workaround or other resolution in order to restore mission-critical operations in the shortest time possible. At that point, the severity level is downgraded.

High

Severe loss or reduction of service

An important function is experiencing a reproducible problem causing serious inconvenience: Business-critical or common operations fail occasionally.

Within four (4) hours

Client technical representative will engage with WWSS staff, QA engineers and/or developers as appropriate to identify the source of the problem and, if necessary, create a workaround or other resolution in order to restore normal business operations as soon as possible.

Medium

Minor loss or reduction of service

Secondary function experiencing an intermittent problem: A less common operation fails frequently, causing some inconvenience.

Medium-effort workaround available.

Within two (2) business days

Pitney Bowes will use commercially reasonable efforts to provide an acceptable workaround and incorporate a solution to the problem in the earliest possible scheduled maintenance or product release. You may contact WWSS to monitor status of any bug or Sign In to your account on the Pitney Bowes website via pitneybowes.com/softwaresupport to track support issues.

Low

Minor inconvenience due to loss or disruption of service

A less common operation fails occasionally causing low-level inconvenience

Low-effort workaround available

Within four (4) business days

Pitney Bowes will use commercially reasonable efforts to provide a workaround. As appropriate, we’ll log the issue as a bug or feature request and provide a tracking number. We’ll make every effort to incorporate a solution in a future product release. You may contact WWSS to monitor the status of any bug or Sign In to your account on the Pitney Bowes website via pitneybowes.com/softwaresupport to track support issues.





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Case progressionInitial contact The Worldwide Software Support team works together with you to identify and resolve problems.

A new case is created for each issue via web, email or phone entry. You must complete all required fields to create the case in the system and generate a unique case number, and use this case number in all future communications to track the issue to closure. When the case is created, an automated system email is sent to the client contact who initiated the technical support request.

In many cases, we can resolve software issues during the initial call with an explanation of features/options, a description of known workarounds, or the installation of a recent maintenance/patch release.

For those issues that can’t be resolved immediately, Pitney Bowes support staff will, through discussion and analysis, assess the impact of the problem on your overall business. With your input, we’ll assign a severity level (critical, high, medium or low) to the issue. This severity level will determine our ongoing response as defined in the service level agreement response times section (page 13).

A response time is defined as the elapsed period of time between when a client makes direct telephone contact with WWSS with a request for assistance, and the time for WWSS to acknowledge the new case, issue a case identification number and proceed with internal investigations.

For cases logged directly by signing into your account via pitneybowes.com/softwaresupport, logged via email, or in response to messages left in voicemail, the response time begins once a case identification number has been provided within your contracted support hours.

We assign each case to an appropriate WWSS representative once the case is created. If it’s not resolved on the initial call, the case proceeds through the following stages:

• Investigation• Resolution• Closure

All details supplied by client contacts are recorded and available through your account via pitneybowes.com/softwaresupport as part of the case. Some cases require extensive research and incur the unavoidable expenditure of time; we encourage you to check the status online or, when necessary, contact the WWSS case owner by telephone.

Unsupported environments Pitney Bowes software relies on a variety of products developed by third-party vendors, which may include, but are not limited to, operating systems, database management systems, application servers, web servers and device drivers. While we make every effort to ensure the broadest possible product compatibility is achieved, it’s not possible to test every combination. Untested configurations are considered unsupported environments. An issue must be reproducible within a supported environment before investigation can occur.





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Virtual server environment support Pitney Bowes strives to meet our clients’ diverse and changing needs. Our software products support and integrate with many of today’s leading platforms and operating systems found in enterprise IT environments.

A growing number of our clients run applications and operating systems in virtual server environments. Where our software is licensed for use in a virtual environment, we will support the use of our software in accordance with this policy. Please consult your license agreement for further information on the use of virtual environments.

Pitney Bowes does not perform rigorous testing specific to the functionality of virtualized server deployments. We’re familiar with virtualized server environments, which are used throughout our software development and support organizations, and we expect our software to function properly in virtual environments that simulate native environments for which the software solutions are certified.

The use of a virtual server environment may add software overhead that can impact performance and / or scalability of software, particularly under peak load. This additional overhead should be accounted for during planning for application performance and capacity. Clients should work with their

virtualization solution vendor to make informed decisions regarding hardware sizing, and obtain that vendor’s advice on how to tune the environment to maximize performance within a virtual machine.

Pitney Bowes is committed to helping our clients resolve issues encountered with our software when used in a virtual server environment. To facilitate a quick resolution, and determine the root cause of potential Pitney Bowes software issues encountered in a virtual server environment, Pitney Bowes provides the following guidelines:

• The client is responsible for properly configuring and tuningtheir virtual machine and applications.

• Pitney Bowes will not insist that clients recreate each issuewithout the virtual server (i.e., in their native environment).We reserve the right to request that a client diagnose andtroubleshoot specific issues by eliminating the virtual serverenvironment variable. This will only be done when we havereason to believe the issue is directly related to the virtual server.

• In the event that Pitney Bowes support cannot directly identifythe root cause as a Pitney Bowes software issue, we will ask theclient to open a support issue with the virtual server vendor sothat all parties can work together to resolve the problem.



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Investigation/replication Attempting to reproduce your issue is the first critically important step. At least one qualified client staff member, with the appropriate administrator privileges at your site, must be available to clearly articulate the problem and its impact. Success in rapidly troubleshooting a problem and effectively moving the case along depends upon receiving the necessary information from you and your staff. We may request remote access to your system via third party technology to best facilitate the investigation and analysis.

We make every attempt to mirror your environment as closely as possible. If, following the investigation, we identify a problem specific to the software product, Pitney Bowes will follow the guidelines described in the service level agreement response times section (page 13) to create a resolution. If the problem isn’t observed in a supported environment in a Pitney Bowes regional support center, we’ll inform you and evaluate potential next steps, depending on the severity of the issue.

If the issue is related to a product from a third-party vendor (such as an operating system, database management system or application server), appropriate staff must be available to act as a liaison between that vendor and Pitney Bowes.

If specialist skills are required, the case will be transferred internally within Pitney Bowes as required.

In the ongoing troubleshooting effort, Worldwide Software Support may request that that you provide additional data electronically through one of the following media:

• E-mail: [email protected]. Email has a limit of 5 MBper attachment, to a total of 25 MB per case.

• File Transfer: Please contact your regional WWSS office fordetails on how to transfer files to us or alternatively you canprovide details of your File Transfer site for us to obtain filesfrom you

How we look after your dataWhen clients need technical support for software, and providing that support requires Pitney Bowes to have access to personal or proprietary data, we will work with you to minimize the need to access such data. When it is determined that Pitney Bowes needs the data to provide support, Pitney Bowes will provide secure transfer options and limit access to maximize security of the data while in in our possession.

• Our File Transfer Service lets you transfer data. We email you aunique web link, through which you upload your data. The datacan be sent with a password, which can be shared separately toadd to the level of security.

• When you upload your data to our server, it will be availablefor download by Pitney Bowes for a maximum of six days.

• The data is held on a secure server and is accessed only by theanalyst(s) investigating the case, and engineering only ifnecessary.

ResolutionWorldwide Software Support attempts to resolve every case as soon as possible. The assigned WWSS representative will update you regularly on the status of an open case and will remain accountable for that case until closure.

While we always intend to resolve calls as quickly as possible, resolution times cannot be projected due to dependent factors including, but not limited to:

• Complexity of the problem• Timely provision of requisite problem-related information as

defined above, in order to effectively troubleshoot the issue• Number of calls being received by technical support staff

Resolution of the case may comprise one or more of the following deliverables:

• Explanation of a process or function within the software• Development of a workaround (for example, any solution to

a problem not involving a code change)• Help with configuration or set-up where the problem can

be rectified within a short time• Identification of a product defect (bug) and ultimately

supplying a patch or upgrade to fix the issue• Logging an enhancement request

If WWSS determines that a reported problem is software-related (for example, a potential bug), we’ll forward the case to our engineering group for investigation and resolution. The technical severity determines the subsequent actions required.


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Enhancement request process Please log all Pitney Bowes software product enhancement requests to our Ideas Exchange, including those requests created as a resolution to a technical support case. Our product management group reviews all posted requests for possible inclusion in future releases of the product. The inclusion of any proposed enhancement is at the discretion of the product management team. You will receive notification via email when a Product Manager comments on or changes the Status of your Idea.

Click to learn how to submit an Enhancement Request in our

Pitney Bowes Software & Data Product Ideas Exchange. If you

already have a login to one of our support sites, you can access

ideas directly from those sites and you can also login directly to

our Ideas Exchange at ideas.pitneybowes.com.

If you have difficulties posting enhancement requests, contact

Worldwide Software Support.

Closing a support case

Once Pitney Bowes has determined that a workaround or permanent resolution has been developed, we update the case status to resolved. The status of a case is always visible by signing into your account via pitneybowes.com/softwaresupport.

A Worldwide Software Support representative then contacts the initiator of the case to ensure that the resolution is satisfactory. Upon your verification of a successful resolution, the WWSS representative will ask for permission to close the case. If you grant permission, we’ll send an email confirmation to your nominated support contact that the case has been closed. You can also close your case online at anytime by signing into your account via pitneybowes.com/softwaresupport.

Our standard policy is that cases are only closed with the agreement of you, our client, or if we do not hear back from you after a reasonable attempt to communicate.

Escalation process The objective of Worldwide Software Support is to provide effective case management that avoids time-critical situations as much as possible. However, we’ve implemented a comprehensive and fully documented case-escalation process for situations that call for extra attention.

We’ve defined specific rules and criteria against which we can monitor a case’s status and/or progress. Every situation is different, but particular circumstances can determine, or common indicators can reveal, when additional management attention is required on any one case.

Our philosophy also mandates that clients have an avenue for communicating a serious concern, especially in situations when production must be halted. This merits an escalated level of support.

You can initiate the escalation process through direct contact with a WWSS representative.

Pitney Bowes appoints an escalation manager to centrally coordinate resolution of a case and see it through to the appropriate conclusion. This is fundamental to our escalation process. The diagram below illustrates this concept:

While we have a robust escalation process in place, we always emphasize the resolution of issues as early as possible through the appropriate allocation of resources. Additional resources or escalation are at the discretion of Pitney Bowes.

WWSS and engineering

teamEscalation manager

Software solutions escalation team

WWSSmanagement

team

WWSS

Engineering


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Appendix A: GlossaryTerm Definition

Case

A technical support case is defined as a single support issue with a Pitney Bowes product. A single support issue is a problem that cannot be broken down into subordinate parts. It involves diagnosing a single error, or a single cause of confusion. Before Pitney Bowes responds to a case, the client and the Worldwide software support team must agree exactly on the definition of the problem, the severity of the problem, and the parameters for providing a resolution. It’s normal for one case to span multiple telephone calls.

Client environmentA client’s hardware and network must be adequate and properly configured for the products and applications the client wishes to run. In certain instances, we may be able to provide tips for improving the performance of Pitney Bowes products; however, fine-tuning at the hardware and network level remain

Enhancement request

An issue reported to WWSS is deemed an enhancement request when its resolution would change the product’s current functionality. The process for posting any enhancement request is detailed above in this handbook. Our product management group reviews all posted requests for possible inclusion in a future release of the product. The inclusion of any proposed enhancement is at the discretion of the Product Management team.

License set

A license set refers to a set of products that provides a particular solution. For example, you may use EngageOne Compose in conjunction with Spectrum to provide an overall Customer Engagement solution. In this case, EngageOne Compose and Spectrum are both part of a single solution set. If, however, you also use Spectrum to do simple operational data quality, this implementation would not be part of the license set.

Product defectA product defect, or bug, is an inherent problem in the software and/or product documentation. It is a verifiable defect in the intended functionality or design of the product.

Shrink-wrap ProductsShrink-wrap products are desktop products, like MapInfo® Pro, when they’re not sold as an enterprise solution and are licensed under the standard Pitney Bowes end user license

SRM A service relationship manager in the Pitney Bowes ServiceSTAR program

Supported platformsIndividual product documentation provides detail on supported platforms. Pitney Bowes will only support platforms already certified for that product. For further information on approved platforms, please contact your Pitney Bowes account manager.

Unsupported environment

Pitney Bowes relies on a variety of products developed by third-party vendors, which may include but are not limited to:

• Operating systems• Database management systems• Application servers• Web servers• Device drivers

While we make every effort to ensure the broadest possible product compatibility, it’s not possible to test every combination. Untested configurations are considered unsupported environments. An issue must be reproducible within a supported environment before investigation can occur.

Workaround

A workaround is any solution to a problem that does not involve changing the code of the Pitney Bowes software product. Possible workaround solutions include:

• Using an alternate process/approach/method, depending on the problem, to successfully accomplish the task while by-passing the problem

• Possible software installation changes, including• Upgrading to a newer version of the product, incorporating the relevant fix• Upgrading the operating system, version and/or service pack

If required, we’ll provide patches or new builds, limited to the version of Pitney Bowes software products currently shipping. Assisting with installations or upgrades of third-party products is outside the scope of our support.

Appem

dix A: G

lossary


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Appendix B: ServiceSTAR Program

ServiceSTAR ProgramThis program offers customized packages that includes long term, contractual services and a partnership-focused commitment. It includes a standard technical support agreement, enhanced technical support services (including 24/7 mission-critical issue support), and a service relationship manager.

Service relationship manager (SRM)• Designated contact: The SRM is a single point of accountability

for any interaction with Pitney Bowes. He or she is available dailyto ensure accountability and swift response.

• Daily issue management: We dedicate time each day to reviewcurrent open issues and ensure that they’re being addressed.

• Weekly meetings: Weekly meetings enable us to stay alignedwith our ServiceSTAR client needs, review incidents, review thestatus of projects, discuss open needs, and determine gaps andhow they can be resolved.

• Client-focused incident management: While standard supportaddress any individual issue, an SRM looks at all issues andensures that we prioritize and address them in an order thatbest fits client needs.

• Quarterly reviews: In addition to weekly meetings, we holdquarterly reviews that offer a high-level overview of all activities.We can also use this time to discuss product updates, newfeatures, and other strategic items.

• Proactive issue notification: Because they know individualclients’ systems and work closely with internal support andengineering representatives, SRMs are strategically placed toidentify issues that may impact performance and notify clientsas soon as possible.

• Escalation planning: We work with clients to plan how to dealwith potential product outages that could significantly impacttheir business. This helps ensure that we’re prepared to minimizethe impact if the worst does happen. We also work to developmitigation plans for implementation in a worst-case scenario.

• Professional Services integration: With your existing hourallotment from Pitney Bowes Professional Services, your SRMworks with our global Professional Services organization tocommunicate any product enhancement or other professionalservices matters directly to them. This approach keeps you fromhaving to manage issues across multiple Pitney Bowes divisions,and saves valuable time.

• Internal advocacy: The SRM acts on your behalf to ensure thatall internal parties involved in your success, know your goals,understand your business and are working towards makingyou successful.

Enhanced technical support

• 24/7 issue support — In addition to having the plans in placeto make sure we can react quickly, support is available 24/7for any issue that impacts a ServiceSTAR client’s business. Criticalsupport issues will be progressed during off hours

• Priority support — ServiceSTAR clients stay at the top of thesupport priority list. When your issues come in they go to the topof the queue for resolving issues with the same criticality

• Understanding environments:• Production hardware/setup analysis: ServiceSTAR clients andtheir SRM document and continuously update this analysisso that all individuals at Pitney Bowes, including supportrepresentatives, have accurate information when dealingwith any issue

• Criticality assessment: Your SRM analyzes and documents howa ServiceSTAR client’s software is used and the impact of anyoutage, to ensure that Pitney Bowes reacts appropriately toyour businesses needs

• Environment reproduction: While our support teams maynot be able to guarantee they will always have the exacthardware and resources to reproduce your environment,your SRM works with those teams to get as close toreplication as possible.

Appem

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Standard support vs. ServiceSTAR

Service descriptionStandard level 1

BasicStandard level 2mission-critical

ServiceSTARlevel

Set-up/enable email assistance x x x

Set-up/facilitate telephone assistance via telephone. x x x

Provide access to Pitney Bowes online knowledge base. x x x

Enable use of remote access tools (at discretion of Worldwide Software Support team).

x x x

Sign In to your account via www.pitneybowes.com/softwaresupport x x x

24/7 mission-critical production emergency support (see page 13 for definition)

• Excluding Shrink-wrap Products• Available only in English language

x x

Priority telephone queue (US Only) x x

Appoint a service relationship manager (SRM) as the point of contact for all non-sales-related issues.

x

Fully enable client in the use of their account via www.pitneybowes.com/softwaresupport, to include best practices and testing

x

Work with client to mutually develop a long-term service plan. x

SRM acts as client’s advocate within Pitney Bowes maintaining accountability internally and delivering results to clients.

x

Create client profile. x

Analyze and assess the client’s business case and product-use scenarios for value-add opportunities. Expand client relationship to ensure product use is maximized.

x

Raise visibility and awareness of client issues with Pitney Bowes senior management, as required, to facilitate resolutions.

x

Notify clients that relevant updates and patches are available for download. x

Provide a weekly report on open cases and issues as part of the client profile. (The weekly report provides the basis and agenda for the weekly client meeting).

x

Arrange and manage weekly follow-up meetings with client: review weekly reports, coordinate participation of relevant/appropriate internal teams as required, and ensure all teams are aware of client priorities.

x

SRM to maintain and interpret defined metrics focused on service delivery. x

Provide regular reporting summary on standard case metrics and trend analysis. x

Facilitate access to the WWSS team via telephone (24/7) for issues relating to production systems

x

Ensure that new and open cases are managed on a priority basis by WWSS and engineering teams as required.

x

Ensure that client is receiving all relevant product notices (to all required parties), and automated data update advisories.

x

SRM to support client project plans and timelines through the availability of appropriate Pitney Bowes resources and, specifically, as driven by client requirements.

x

Organize monthly/quarterly meetings (as required) between SRM and client to review service delivery and planning for future. Additional Pitney Bowes departments and groups will be included as required and dependent on the current account status.

x

Develop a customized quarterly update process document (as applicable). x


Section name

Section description textA

ppemdix B

: Glossary



Service descriptionStandard level 1

BasicStandard level 2mission-critical ServiceSTAR

Actively manage on-time delivery of contracted data updates plus all relevant /appropriate patches. Ensure that all required databases are delivered on time and that client is satisfied. Follow up as required.

x

SRM to actively work with all internal resources in applying client business goals to the active handling of support cases.

x

Provide customized reports to meet specific client requirements. x

SRM acts as a single point of contact to engage with, and coordinate/manage as appropriate, all onsite Pitney Bowes services and/or engineering activity.

x

SRM will work with the client to engage appropriate internal teams in client meetings as required, appropriate and relevant.

x

SRM will maintain client awareness on all product roadmaps and upcoming features.

x

SRM will work with internal teams around client individual needs for advice on best practices, system architecture, product configuration and product implementation. This will be based on existing internal information and experience.

x

Custom solutions: arrange assistance on all reproducible issues and errors in Pitney Bowes custom solutions when operated in a supported environment.

x

Extended environment: arrange assistance on all reproducible issues and errors in Pitney Bowes products operated in any extended environment.

x

Enable, as far as is possible, the full replication within Pitney Bowes of the client environment to support and accelerate issue resolution.

x

SRM to actively monitor and track all data errors and corresponding fixes with relevant data vendors.

x

SRM to manage escalated situations x

Assist client in the submission and follow up on any feature (enhancement) requests made

x


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ppemdix B

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Appendix C: Product lifecycle categories

This appendix lists Pitney Bowes software and data products and their corresponding lifecycle category. These categories can help you understand how long a product release will be supported.

Appem

dix C: Product lifecycle categories

Product name Lifecycle category

Addressing Data

Canadian Code-1 Plus® General

Code-1 Plus® General

Confirm® General/SaaS

ConfirmConnect® General/SaaS

ConfirmWorkzone® General/SaaS

Consumer Data

EngageOne® Communicate General

EngageOne® Compose General

EngageOne® Connect General

EngageOne® Converse SaaS/Online Services

EngageOne® Digital Self Service General

EngageOne® Enrichment General

EngageOne® Inform General

EngageOne® Vault General

EngageOne® Video SaaS/Online Services

Finalist General

GeoEnrichment Data

GeoStan™ Addressing and Spatial Suite General

GeoTax® and the Enterprise Tax Module General/SaaS

Global Geocoding for Big Data General

Global Geocoding SDK General

Location Intelligence APIs SaaS/Online Services

MailStream Plus General

MapInfo® Pro General

MapInfo RouteFinder General

MapMarker® online SaaS/Online Services

MapXtreme General

Paramics General

Portrait General

Product name Lifecycle category

Postal Prep General

Property Attributes Data

Sagent® General

Spectrum® General

Spectrum® Advanced Matching Module General

Spectrum® Business Steward Module General

Spectrum® Customer Analytics General

Spectrum® Data Discovery Module General

Spectrum® Data Federation General

Spectrum® Data Hub Module General

Spectrum® Data Integration Module General

Spectrum® Data Normalization Module General

Spectrum® Data Quality General

Spectrum® Data Science General

Spectrum® Enterprise Data Platform General

Spectrum® Enterprise Routing Module General

Spectrum® Geocoding OnDemand SaaS/Online Services

Spectrum® Global Addressing General

Spectrum® Global Geocoding Module (GGM) General

Spectrum® Master Data Management General

Spectrum® Master Location Data General/Data

Spectrum® Metadata Insights General

Spectrum Miner™ General

Spectrum® Screener General

Spectrum Spatial™ General

Spectrum® Universal Name Module General

Verimove General

World Boundaries Data

World Demographics™ Data

World Points of Interest (POI) Data

World Streets Data


Section name

Section description textProduct reference table

Product reference tableUse the table below to find the current names for products that have had a name change or been replaced with a newer product.

Previous name Current name

DOC 1 EngageOne Compose

EngageOne Batch EngageOne Compose

EngageOne Content Author EngageOne Compose

EngageOne Deliver EngageOne Compose

EngageOne Delivery Audit EngageOne Inform

EngageOne Designer EngageOne Compose

EngageOne Digital Delivery EngageOne Compose

EngageOne Digital Designer EngageOne Connect

EngageOne eMessaging EngageOne Compose

EngageOne Generate EngageOne Compose

EngageOne Interactive EngageOne Compose

EngageOne Interactive Correspondent

EngageOne Compose

EngageOne Liaison EngageOne Digital Self Service (SmartView, SmartBill, SmartPay)

EngageOne Realtime EngageOne Compose

EngageOne Server EngageOne Compose

EngageOne Video Template EngageOne Video

Embedded Customer Analytics Solution Spectrum Customer Analytics

Previous name Current name

Location Intelligence Module Spectrum Spatial

MAIL360 EngageOne Inform

MAIL360 Manager EngageOne Inform

MAIL360 Server EngageOne Inform

MAIL360 Data Manager EngageOne Inform

MapBasic Part of MapInfo Pro

Portrait Dialogue Portrait

Portrait Explorer Portrait

Portrait HQ Portrait

Portrait Miner Spectrum Miner

Portrait Uplift Spectrum Miner

Spectrum Enterprise Geocoding Module

Spectrum Global Geocoding Module

Spectrum GeoConfidence Module Spectrum Global Geocoding Module

Spectrum Spatial Analyst Spectrum Spatial

Spectrum Spatial for Business Intelligence

Spectrum Spatial

Spectrum Universal Addressing Module

Spectrum Global Addressing

StreamWeaver EngageOne Enrichment

Pitney Bowes, the Corporate logo and MapInfo are trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners. © 2016-2019 Pitney Bowes Inc. All rights reserved.

For more information, visit us online: pitneybowes.com/softwaresupport.

19SWS02854_US

Please consider the following guidelines when determining whether you need to contact Pitney Bowes Worldwide Software Support (WWSS) or our client service professionals:

• WWSS/technical support: Questions about the installation,product unlocking or use of your software, includingerror messages

• Client service: Order status, tracking number, your account,invoices, or shipping and any other general inquiries.

For detailed global and regional contact information, visit Pitney Bowes at: pitneybowes.com/us/contact-dcs.html


https://www.pitneybowes.com/us/contact-dcs.html

Documents

Pitney Bowes Software subscription & support handbook · Pitney Bowes offers our clients a world-class level of technical support. By assisting you in the resolution of technical