Maximize Your Support Value!

1. Maximize Your Support Value! Jennifer MacIntosh Manager, Support Business Strategy

2. Objectives At the end of this session you will be able to: • Understand our different Support Program Plans • Register yourself on the support website • Use the support website to your advantage • Search knowledgebase • Log cases • Track ongoing cases • Use TeleSupport more efficiently • Escalate issues when needed

3. Agenda • Global Support Organization • Support Program Plans • Software Releases • Web-Based Support • Support Process for: • logging, handling, & resolving a case • TeleSupport • Software Bugs • Feedback

4. Cognos Global Support To ensure our customer’s success with Cognos Enterprise Business Intelligence

5. Global Customer Support Organization • North America - Staff of 150 • Ottawa, ON • Burlington, MA • Europe - Staff of 58 • Bracknell, England • Paris, France • Frankfurt, Germany • Asia Pacific - Staff of 16 • Sydney, Australia • Tokyo, Japan

6. SCP Certified • SCP Certification quantifies the effectiveness of customer support • Based upon a stringent set of performance standards • Represents best practices in the industry • Audited annually • “Cognos confirmed their place among the best support organizations by achieving SCP Certification for their North American support center,” said Ben Stephens, SCP auditor. “The Cognos team demonstrated their commitment to providing world class service to their customers by passing the rigorous requirements of the SCP Certification program.”

7. Support Programs • Provides comprehensive package designed to meet the needs of the majority of our customers • Unlimited case logging • 2 Contacts Standard Support Standard Plus Support • Includes features of Standard Support • FastPath response time • 2 Additional Contacts • 6 Extended coverage cases

8. Support Programs • Highest level of support • Includes an assigned Technical Team of Senior Analysts • Fastest response times, Account Planning & coordination • Global Support Alliance Support • Option for multinational customers who want consistent, Global Support under a single worldwide agreement. • Can be added to Standard, Standard Plus or Alliance

9. STANDARD 12 calls included Support Programs STANDARD PLUS ALLIANCE COMPONENT New Releases and Documentation Yes Yes Yes Yes Yes Yes Maintenance Releases FastPath Standard FastPath Telephone Support 4 2 Number of Support Contacts 4 eSupport Services (http://support.cognos.com) Yes Yes Yes Yes Yes Yes Supportlink Magazine™ Yes Product Enhancement Program Yes Yes Yes Yes Case Status Reporting* Problem Alerts Yes Assigned Technical Team Yes Account Coordination and Planning Yes Extended Coverage option 6 calls included as required Additional Support Contacts as required as required

10. Software Releases • New Releases • Major feature enhancements including new functions, technology and performance • Signified by a change in the version number i.e.. 6.0 to 7.0 • Maintenance Releases • Addresses problems in the software • Sent to customers who have encountered one of the problems fixed by the release. • Signified by a change in the build number i.e. Impromptu version 6.0 506 to 6.0 613 • Available for download from the Global Services Website

11. Software Releases • Support for Older Versions of Cognos Software • We strongly recommend customers upgrade as new releases become available. • Cognos provides support (i.e. Fixes/Patches) for the current version of each product for a 12-month period from the date that the newer version is shipped to entitled customers.

12. Web Support Tools support.cognos.com • Learn how to register a user • Knowledge Search • Support Talk • Newsgroups • Support Link™

13. Click “Register Now” Register a User http://support.cognos.com

14. Registration Page

15. Registration Page

16. Comprehensive Search Contact Us Change in your organization? Looking for a maintenance release? Supported Customers Home Page

17. Case Management • Available to all supported customers • Use it to create a new Case • Check the status of an ongoing case • Monitor existing cases and add information to the case at any time • Display detailed information about the case • Only Case Priorities 3, 4, & 5 can be logged using Case Management

18. Case Logging Components • What To Do Before You Log a Case • Who Should Log a Case? • What Information is Needed Before Logging a Case? • Setting the Case Priority • Options for Logging your case • Case Logging - http://support.cognos.com • TeleSupport • North America – 1-800-637-7447 • Europe (excluding Eastern Europe, Italy, Middle East) - +800 14 COGNOS • Eastern Europe, Italy, Middle East - +44 1344 707 799

19. What to do Before You Log a Case? • A few guidelines will help you make the most effective use of support: • Verify the problem is related to Cognos software • Attempt to reproduce the problem • Check the “obvious” things • Review all relevant documentation • Have any changes recently taking place in your environment? • Log on to our Web site and use the Knowledge Search

20. Who Should Log a Case? • Number of contacts is dependent on your Support Plan • Standard - 2 • Standard Plus - 4 • Alliance - 4 • All inquiries must be channeled through one of these contacts • Additional contacts may be purchased if required • To Change contacts • Contact profile • http://support.cognos.com/servlet-cs/updatecontact

21. What Information is Needed Before Logging a Case? • Be prepared to provide the following information: • Your customer support number • Your case reference number, if it is an ongoing case • The phone number where you can be reached • Have the version numbers of • Operating System • Database • Product version and build number • A description of what you were doing when the problem occurred • Any steps you have taken to attempt to solve the problem • The exact wording of any error messages that appeared on your screen.

22. Can’t start any Cognos products Data Integrity Entire report suite unavailable Financial statements won’t close for reporting period Direct connect Direct connect 1 - Emergency Production Issue 2 - High Level Production or Emergency Development Issue Product not functioning under load Executives can not access reports Deployment date at risk 2 hours ½ hour Formatting problems on a report Software error for which there is a customer acceptable work around Minor performance degradation 3 hours 1 hour 3 – Operational Issue 3 hours 1 hour 4 – How To’s Tips/Techniques Report design assistance 5 - Informational 4 hours 1 hour Suggestion/product enhancement Website use Documentation use Setting Case Priority Standard Alliance Definition/Impact Priority

23. Case Handling • Using Telesupport • Priority 1 cases are routed to the first available support analyst • All other cases are logged by Administrative Team and placed in the Callback Pool • Ongoing Cases • Case Management • Add updates • Check for status • Attach files • Telesupport • Use the IVR to enter case reference number to be transferred to the analyst working on the case.

24. Will work with customer as long as customer is available during regular business hours Require commitment from customer to involve necessary people to work on issue Must be willing to collaborate with Cognos fulltime throughout the business day. 1 - Emergency Production Issue Must be willing to collaborate with Cognos fulltime throughout the business day as reqired. Cognos requires customer to be available onsite or by pager during CS hours May require customers’ help in gathering information, testing and applying fixes. 2 - High Level Production or Emergency Development Issue Work with customer to provide a workaround or resolution in a timely manner. Require customer to be available as required. 3 – Operational Issue 4 – How To’s Provide customer with direction on how to solve the issue. 5 - Informational Provide customer with direction on how to solve the issue. Case Commitment Case Commitment Priority

25. Case Resolution • Case Resolution • Customer and analyst work together to determine when a case should be marked resolved. • Cases can be resolved in several ways: • Analyst determines cause of problem and explains steps to resolve. • Problem is determined to be a bug and the support analyst attempts to find a work around • Problem cannot be reproduced, but is logged and addressed again when further information becomes available.

26. Case Escalation • Case Escalation • Customers who have concerns on how a case is progressing can ask the analyst to have the case escalated. • Database triggers notification when case is not progressing. • Critical case reassignment on cases without resolution. TSA Net • Multi-Vendor Coordination – TSA Net • Another avenue of escalation

27. What if it’s a bug? If the issue you are encountering is deemed a bug the following occurs: • Recorded in problem tracking system • Hot fixes available for emergency problems • Considered for delivery in Maintenance Releases • Problem Reproduction • Partnership • Your participation in preparing test case

28. Additional Support Services • Extended Coverage • Senior analysts available 24x7x365 • Provided in English only from North America • $190 US/hr – minimum 2-hour charge • Cognos Connect • Website on CD • Available as a Quarterly Subscription – $49.95US/Year • http://support.cognos.com/cognosconnect • Support Link™ • Technical Magazine • Delivered Quarterly to your “contacts” • Available on-line

29. Providing Feedback • We count on your feedback to help us determine your level of satisfaction with our Support Services. • Information is used to determine how we can improve • Three types of surveys • Daily Satisfaction Survey – based on resolved cases • Prognostics Survey – comparative survey • Web-based Survey – use the feedback button to send comments over the web.

30. Questions