1. www.pace2020.com | See the possibilities… ePace Support Process Review Fusion 08 Reece Abreo

2. www.pace2020.com | See the possibilities… Covered Today Available Resources ePace Support Structure Issue Management Special Issues Upgrades Question & Answer

3. Available Resources www.pace2020.com | See the possibilities…

4. Knowledgebase Contains articles on commonly encountered issues and how-to’s. Reached via http://kb.pace2020.com. From the ePace menu: Administration > Web Sites > ePace Knowledgebase www.pace2020.com | See the possibilities…

5. University of Pace Provides interactive training for setup and usage of ePace modules. Reached via http://learn.pace2020.com. www.pace2020.com | See the possibilities…

6. Quick Start Guides Provides walkthroughs for setup and usage of ePace modules. Reached via the Client Section of http://www.pace2020.com. www.pace2020.com | See the possibilities…

7. ePace Forums Allows collaboration between ePace users. Reached via http://forums.pace2020.com. From the ePace menu: Administration > Web Sites > ePace Forums. www.pace2020.com | See the possibilities…

8. eService Accessible via http://epace.pace2020.com/eservice. Track the status of open issues. Review notes on resolved issues. (Coming Soon) Enter new issues. www.pace2020.com | See the possibilities…

9. Support Staff Reached via phone at 1-800-624-5999 Extension 3. Also via e-mail at support@pace2020.com. www.pace2020.com | See the possibilities…

10. ePace Support Structure www.pace2020.com | See the possibilities…

11. Tier 1 Staff Jeff Leahy – Manager Reece Abreo Rick Morris Jim O’Donnell Randy Sherrin www.pace2020.com | See the possibilities…

12. Tier 1 Focus Focused on the immediate communications with customers and has a primary focus of accurately capturing customer issues in our support system. Provide answers for most common issues. Provide simple replication for issues in need of escalation where possible. Schedule and perform minor release upgrades. www.pace2020.com | See the possibilities…

13. Tier 2 Staff Jeff Leahy – Manager Joe Lehn Christina Hester Carol Hawley www.pace2020.com | See the possibilities…

14. Tier 2 Focus In-depth assessment of customer issues. Recreate defects. Distribute customer issues to relevant departments (i.e. Development and Product Development). www.pace2020.com | See the possibilities…

15. Development Focus on corrections to the code. www.pace2020.com | See the possibilities…

16. Quality Assurance Focus on verification of issue resolution. www.pace2020.com | See the possibilities…

17. Sys Admin Focus on hardware and network related support issues. www.pace2020.com | See the possibilities…

18. Issue Management Tier 1 Process www.pace2020.com | See the possibilities…

19. New Issues Issue is entered into the system. Determine priority. Gather relevant artifacts, Links, PDFs, IDs (customer, vendor, est. #). What the customer is expecting. Provide Issue number. Check KB for relevant articles. Check for similar issues for other customers. www.pace2020.com | See the possibilities…

20. Existing Issues Evaluate whether incoming information is relevant to issue. Gather updated examples.

21. Recreation Issues are recreated on in-house systems. What if an issue cannot be replicated? www.pace2020.com | See the possibilities…

22. Escalation Once all artifacts and replication steps are gathered issue is assigned to Tier 2. www.pace2020.com | See the possibilities…

23. Tier 2 Process Attempts to identify defects in a test environment typically using replication steps provided from Tier 1. Reviews requirements to make sure software is functioning according to specifications. If a defect is identified, escalates issues to development for a fix in the next release. Can offer hot fixes and workarounds sometimes before a release is ready. Can redirect issues to an SME (Subject Matter Expert) if a possible training issue. www.pace2020.com | See the possibilities…

24. Development Reviews issue then identifies problematic code. Assesses the risk in fixing error (How much code has to be modified or added). Sets the version in which the fix will be implemented based on risk. Assigns to Quality Assurance. www.pace2020.com | See the possibilities…

25. Quality Assurance Upgrades a server to the version in which the issue is corrected. Follow the original replication steps to verify fix. Assign to Tier 1 to schedule upgrade to corrected version. www.pace2020.com | See the possibilities…

26. Special Issues www.pace2020.com | See the possibilities…

27. Unfortunate Occurrences All about the Details! The error says /estimating but I wasn’t in estimating! www.pace2020.com | See the possibilities…

28. User Customizations Custom Report Writer –Report file –Problem with report or ePace? API –Code examples, expectations of behavior Customizations Toolkit –Code examples, links to artifacts, expected behavior www.pace2020.com | See the possibilities…

29. Enhancement Request Enhancement requests are processed by Tier 1 and forward to our Product Development team for discussion. www.pace2020.com | See the possibilities…

30. Customization Request Customizations are enhancements that are unique to your workflows. Or an overall enhancement that is planned for a future version that you would like implemented in your version. www.pace2020.com | See the possibilities…

31. Upgrades Minor vs. Major www.pace2020.com | See the possibilities…

32. Minor Upgrades Minor upgrades typically encompass bug fixes. Upgrading from V17.00 to V17.06 is a minor release. These upgrades are typically performed by the Tier 1 staff. www.pace2020.com | See the possibilities…

33. Major Upgrades Major Upgrades implement new modules and/or include major revamps to existing modules. Upgrading from V17.06 to V18.00 is a major upgrade. These upgrades are scheduled by Account Management. Performed by a member of the Sys Admin team. www.pace2020.com | See the possibilities…

34. Question & Answer www.pace2020.com | See the possibilities…