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 BP B – Developer tries to implement A but actually supports user for free C – 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 / / 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

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.