© 2013 Calypso Confidential Introduction to Calypso Product Support 1 © 2010 Calypso Confidential

© 2013 Calypso Confidential Product Support Quality Charter Product Support contributes to delivering great customer service and achieving high levels of customer satisfaction by providing timely, accurate, and complete resolutions to issues related to the installation, upgrade, or use of Calypso products. 2

© 2013 Calypso Confidential Drivers of Customer Services Communication of problem status Avoid information requirement ping pong Reduce Time to Resolve Satisfied Customer 3

© 2013 Calypso Confidential Delivering Customer Satisfaction Process Quality Management System (ISO9001 Certification) Quality Manual People Global Footprint SME-based organization of highly skilled professionals Tools 24x7 Call logging mechanism 24x5 emergency hotline Transactional Surveys to elicit feedback 4 4

© 2013 Calypso Confidential Calypso Product Support ISO9001 and TickITplus 5

© 2013 Calypso Confidential Quality Manual: Product Support Process Flow The Process Flow is organized into 3 “Swim Lanes”: Customer Product Support Engineering 6

© 2013 Calypso Confidential Global Product Support Organization 7

© 2013 Calypso Confidential 24X7 Problem reporting mechanism 8

© 2013 Calypso Confidential Defaults and Self-Service interface 9

© 2013 Calypso Confidential Searchable Case Logs 10

© 2013 Calypso Confidential 24X5 Emergency Coverage We have a 24X5 emergency line that you can call in case of S1/P1 problems;. We do insist that you log the case in our Case Logging system before you call so that we are able to provide you with more meaningful service. 11

© 2013 Calypso Confidential Case Acceptance Criteria 12

© 2013 Calypso Confidential Submitted Case Checklist 1. Contact Information 2. Problem Description  Subject  Product category  Detailed description  Business impact  Recent changes to Calypso product use, if any  Related product support case(s) 3.Environment  Environment type (production, test)  Calypso version  Database type and version  Operating system  Recent changes to environment, if any 4.Test Case  Steps to replicate problem in vanilla environment  Expected results  Actual results  Attachments (screen shots, logs,...) 13

© 2013 Calypso Confidential Transactional Survey 14

© 2013 Calypso Confidential Transactional Customer Satisfaction Survey 1.Overall Case Handling a)OVERALL Performance b)Ease of access to help c)Communications regarding problem status d)Timeliness of problem resolution e)Courteous service 2.Product Support Analyst Performance a)Responsiveness to your concerns and questions b)Efficiently understanding / replicating the problem c)Calypso product technical expertise 3.Quality of Resolution / Fix Received a)Effectiveness of resolution received b)Overall quality of resolution received c)The first resolution provided to you solved the problem d)The resolution provided to you did not create a new problem 15

© 2013 Calypso Confidential Case Reporting Customer should have a team of trained BAs and TAs that comprise Level 1 Support Cases are channeled through named representatives registered on the web-based case management system Case log should contain clear problem description with reproducible test case (reference: Submit Case Checklist) All interaction will the Calypso support team must take place through the our web based case management system 16

© 2013 Calypso Confidential Start Here: Submit Case 17

© 2013 Calypso Confidential Correctly Prioritize the case 18

© 2013 Calypso Confidential Correctly categorize the case Bugs: If existing functionality does not work as expected Existing functionality per our documentation/catalog This does not include applications being used for purposes they were not intended for This also does not include custom code related issues P1/P2 issues are eligible for ‘hotfixes’ P3 cases may be fixed and made available in a future release Enhancements: If required functionality does not exist, clients may log enhancement requests at any point of their project lifecycle, including after “go-live”. These are logged in the system as “P5” and are handled by Product Management 19

© 2013 Calypso Confidential Select Submit Bug Request Bugs: If existing functionality does not work as expected/as documented in our User Guides and Product Catalog 20

© 2013 Calypso Confidential What happens after a case is submitted? 21

© 2013 Calypso Confidential What happens after a case is submitted: Case Acceptance Criteria 22

© 2013 Calypso Confidential What happens after a case is submitted? 23

© 2013 Calypso Confidential What happens after a case is submitted? 24

© 2013 Calypso Confidential What happens after a case is submitted? 25

© 2013 Calypso Confidential Accepting Resolution and Deploying Calypso Product Support will unit test and validate all bug fixes sent to the customer Customer Level1 Support team to validate and regression test the software fix prior to deployment in Production Customer to revert to Calypso within 15 calendar days for fixes sent for S1 cases and within 30 calendar days for fixes sent for S2 cases If satisfied, Customer will approve software changes for deployment in Production 26

© 2013 Calypso Confidential B r e a k i n g t h e b o u n d a r i e s Calypso is a registered trademark of Calypso Technology, Inc., in the United States, European Union, and other jurisdictions. All rights reserved. All products and services referenced herein are either trademarks or registered trademarks of their respective companies. © 2010 Calypso Confidential 27