The Mentor Graphics SupportNet site has received

Nick Hong

SupportNet

Senior Corporate Application Engineer

Oct 13, 2010

2© 2010 Mentor Graphics Corp. Company Confidentialwww.mentor.com

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


Why Customers use SupportNet?


SupportNet - Troubleshoot


SupportNet – Documents & App Notes


SupportNet – How To’s & Tutorials


SupportNet – Service Request


SupportNet – Downloads


SupportNet – SupportPro Newsletters


SupportNet – Licenses

Nick Hong

Communities


Oct 13, 2010


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






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

Nick Hong

IDEAS


Oct 13, 2010


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


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


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%


Posting and Voting

Who can post— Customers

Who can vote— Customers only

Scoring— Posting idea: 3 points

— Promotion and demotion: 3 or -3 points


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


Challenge:Ideas By Region & Customer Type

NA EU PR JP

7

Global

Key

Focus

Mass Market

83%

1%

13%3%

Nick Hong

HKP to AutomationMigration


Oct 13, 2010


What is HKP?


When and Why Will HKP Go Away?


Phase Out Plan for HKP


HKP is Still Available !


Resources for Customers in Transition


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

30© 2010 Mentor Graphics Corp. Company Confidentialwww.mentor.comJKA, IDEAS Status Update, 3-12-10

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