APM User Group 2006: Support

1. APM User Group 2006: Support Presented by Jon Salter (Frontline Support Engineer)

2. Agenda • APM Support Team Structure • APM Support Tiers • Symantec Support Contracts • APM Support Case Management

3. The APM Support Team • The APM support team covers the globe • Support region focussed • Europe, Middle East and Africa (EMEA): • Teams in the UK, Germany, France & Israel • Americas: • Massachusetts, California, Pune (India) • Asia Pacific (APAC): • Sydney, Beijing

4. Timezones captured by APM support

5. APM Support Tiers • Support for the APM products is delivered via these support tiers • 1st Tier: Global Customer Support Services • 2nd Tier: APM Frontline Team • 3rd Tier: APM Frontline Advanced Team • 4th Tier: APM Backline Team • 5th Tier: APM Engineering group

6. Single point of contact for all customers seeking support Non-technical multi-lingual customer support representatives Responsible for creating the case on customers behalf once entitlement of support contract established Dispatch new cases to appropriate 2nd tier support queues for investigation 1st Tier: Global Customer Support Services

7. The main point of contact for the customers once case was open. Responsible for gathering information and evidence Will perform initial investigation into question or issue Will reproduce issue if necessary Will resolve case or provide workaround at this level if possible Will escalate to backline if root cause and solution not discovered 2nd Tier: APM Frontline Team

8. Main point of contact for all Business Critical Customers Take Critical and Live call transfers Responsible for gathering information and evidence Will perform initial investigation into question or issue Will reproduce issue if necessary Will resolve case or provide workaround at this level if possible Will escalate to backline if root cause and solution not discovered Provide ongoing coaching to the frontline team 3rd Tier: APM Frontline Advanced Team

9. Responsible for deeper investigation Provision and co-ordination of appropriate fixes and workarounds Will reproduce issue if necessary Will resolve case at this level if possible Will escalate to engineering if root cause and solution not discovered Are compose of ex-developers of i3 components 4th Tier: APM Backline Team

10. 5th Tier: APM Engineering group • Responsible for deepest code level investigation • Provision and co-ordination of appropriate fixes and workarounds • Will reproduce issue if necessary • Case will be resolved at this level

11. Support Team Component focuses • All components of the i3 product can be supported by any member of the front line team • Each frontline team member though will also have at least 1 focus area • Database focus (Oracle, SQL Server, Sybase) • Application focus (J2EE, Web, SAP,.Net)

12. APM Support Contracts • There are 3 levels of support contract offered • Basic Support: • Regional Business hours, 2 named callers • Extended Support: • 24*7 Support, follow the sun, 6 named callers • Business Critical: • 24*7 Support, follow the sun, unlimited named callers • Significant value added services (on-site included, account management, proactive services)

13. APM Support Contracts: Full details

14. Available for Severity 1 cases (Business critical and extended) Available for Severity 2 cases (Business critical only) Resolution time reduced by passing cases between centres for continuous investigation To contact on case called your regional support number provide case id and be routed to active office Handover illustration on next slide APM Support: Follow the sun resolution model

15. Severity 1 opened in EMEA Active Handover to U.S.A. to work Active handover to Australia to work Active Handover to EMEA to work Mon-Sun 7:00 – 17:00 GMT Mon-Sun 15:30 – 01:00 GMT Mon – Sun 23:00 – 07:00 GMT Etc. until case resolve and/or is closed APM Support: Follow the Sun (FTS) Handover example

16. APM Support Case Management • Okay so you feel you have an issue, follow these steps: • Places to get more help, • If you still have a problem • Decide how severe your issue is • Collect the evidence you need to log the case • Open a new case

17. APM Support: Places to get more help • First place to look is support.veritas.com • Provides access to knowledge base • Provides access to patches • Provides access to alerts • Provides access to manuals and guides

18. APM Support: Places to get more help • http://support.veritas.com also provides: • Access to the support handbook: Intended to explain how best to access Symantec Technical Assistance and learn more about the support provided RECOMMENDED EVERYONE READ THIS • Access to the information needed for phone support • Access to information needed for e-mail support • If case is logged with the correct details the ability to view the case

19. APM Logging a Case • Technical Support Handbook Appendix E: Checklist for logging a case • Site and Contact number, if Business Critical VSN required • Computing environment (System type, operating system and versions) • VERITAS product detail( version, name, component, host, etc) • Product covered under support contract? • Define severity (see next slide) • Note: Always record your case number!

20. Case Severity Levels • Severity 1: • This is a system down event or product inoperability that impacts your production/business critical operation. • Severity 2: • Severely affects or restricts major functionality • Severity 3: • Issue with no major affect on business systems • Severity 4: • Minor condition or documentation error Note: Unless otherwise stated in e-mail, cases logged by e-mail normally are assigned severity 4.

21. Evidence to support a case • It is helpful when logging a case to have available as much supporting information as possible, but at least try to: • Generate a set of express support files as close to the issue occurrence as possible • Generate screen shots demonstrating the issue • If asked for evidence you can upload it to the evidence ftp server, ftp.emea.veritas.com, User-id: anonymous, Password: <users email address>

22. Following up on progress of a case • You can follow up on progress of a case at anytime by either e-mail or phone • For e-mail send a mail to support@veritas.com with at least this in the subject line Case nnn-nnn-nnn where nnn-nnn-nnn is the case number you recorded originally asking for an update • For phone go to http://support.veritas.com and click the phone support link to obtain you local number and then follow the instructions and when asked for the case provide it

23. Case Escalations • Two types of escalation • Technical • Where a technical issue has become critical and an expedited resolution is required • Management • Where an issue requires management involvement to ensure expedited awareness of the critical state of your business

24. How to escalate • Visit the support website http://support.veritas.com to obtain the the required contact details • Call the support number for your area and when connected press zero to be put through to GCSS • Once connected identify yourself, provide your case id and say you would like to request either a ‘Technical’ or ‘Management’ escalation

25. Once a case is escalated • A new plan of action is added to the case • A named contact is given who is accountable for the case to resolution and closure • This individual is responsible for provided regular updates until the case is closed

26. Recent Case Handling Improvements • Automated call routing • When you call your regional support number you have an option to enter the case number, doing this will put you straight through to the assigned Technical Support Engineer (TSE) • When put through the TSE should be looking at your case on screen as it is automatically loaded

27. Recent Case Handling Improvements • Automated e-mail routing • When you e-mail your assigned TSE in relation to your open case, so long as you have included ‘Case nnn-nnn-nnn’ in your subject line (where nnn-nnn-nnn is your case id) your e-mail and evidence is automatically loaded into the case and a ‘flag’ raised to tell the TSE that the case requires action

28. APM Support Any questions?