Support Options

Moderator: Liz Bollmann (TPAC and Smart Hotel)Panel: Mark Kornhauser (Technisoft), Bill Parkinson (Iciniti), Charlie Kimball (MISys),

Anne Foche (Orchid), Tricia Cate (Sage Alerts)

Overview• This session: Educate / exchange information and viewpoints• Constructive not destructive / discussion• What is Support?• Support Options – who does the support?• Expectations of Developers• Expectations of Business Partners• Expectations of Customers• Smart Hotel Support Model / Other models

What is Support?• Support is • Product installation • Database setup • User training • On-going responses to user inquiries• Incident tracking• Client relations

• Support = “Customer Success Management”• Support vs Training – making the distinction

Basic Support Options Who does the support and who gets the money.

A – Business Partner supports the user and developer supports BPB – Developer tries to implement A but actually supports user for freeC – Developer does all of the support and charges for it.D – Developer has certified some BPs to do support for others.E – Other or None.

Expectations of Developer• BP provides support• Allocate sufficient resources to support it.• Make the product part of their core business (e.g. not just one client)

• BP will be an active part of the support solution

Expectations of Business Partner

• Questions / Issues will be dealt with in a timely manner.• Software will be properly tested prior to release.• Feedback will flow from Customer to BP to Developer to Product.

Expectations of Customer

• Software will work.• Questions / Issues will be dealt with in a timely manner.

Smart Hotel Software Support Model

• Office phone / email / Skype / onsite (local clients)• 24/7 after hours phone contact with SHS staff• Go To Assist • Log incidents into Sage CRM tracking • Confirming and reporting issues to Development• Ongoing review and update of program Help• Providing additional documentation by email

MISys Manufacturing Support Model• Standard Support – Online Ticketing System via HESK. Response within 1 business day

guaranteed, but typically w/in 2 hours. • Priority Support – Standard + Telephone support during office hours. • Unlimited number of incidents. • GoToAssist used when necessary. • Obtain databases from customers to recreate issues reported by customers. If no

resolution, escalate to Development. • Update MISys knowledge base with new cases. • Review of all support requests on continuous basis. • Survey customers as to their satisfaction using SurveyMonkey. • Referrals to MISys Implementation Partners for “boots on the ground” and for

optimization of MISys Manufacturing and other systems.

Other Support Models

• ??

What is Support?

• Support is ……

• Support = “Customer Success Management”

Support Options

Thank You for attending.