October 2013 Support Tamsin Bradford/ Kavitha Daniel – Head of Operations/Support manager

Agenda October 2013 Sage Evolution Conference 1.About Support 2.What’s new? 3.Important Info Sharing 4.Q&A 2

About Support

About Support Meet the Team October 2013 Sage Evolution Conference 4 Tamsin Kavi Andile/Cashivo End User Support Priority (Telephonic) /Web Plat Support Strategic Client Support Violet Oko Phoka Khathu (new) Esgee (new) Tsitsi (new) BA/RetailSuper Team Glenda Attie Thato Yasmine* *Datafix Susan Tebogo Antony Jose* Zak* Bennie Terence Helga Bongi (Manager) Marvin Thivi Nkosana Khumbulani Eddie Bongi (Manager) Mahlane Koketso Sudipa Ryan (TAM) Yolandie (TAM) Abel Silindile Caleb Ana (Admin) All other BP support, incl e- mail and webchat for end users All Plat support Support Escalations Telephonic End User All BP support Super Plat, Plat, Strategic Clients NEW

About Support Support October 2013 Sage Evolution Conference5 Bennie Susan Tebogo Cashivo Andile Helga Anthony OkoGlendaAttie VioletPhoka Thato Yasmine Jose

About Support Super Team/BA & Retail October 2013 Sage Evolution Conference 6 Bongi MarvinNkoso ThiviEddie Khumbu Koketso Mahlane Sudipa

About Support Super Team/BA & Retail October 2013 Sage Evolution Conference 7 Bongi MarvinNkoso ThiviEddie Khumbu Koketso Mahlane Sudipa

About Support Strategic Support October 2013 Sage Evolution Conference 8 Kavi Ryan SilindileAbelCaleb Yolandi AnaKavi

About Support Recruitment October 2013 Sage Evolution Conference 9 Experience Work sample Profile

About Support Staff Development October 2013 Sage Evolution Conference 10 Insert date Sage presentation 8 week induction – LU4 Monthly Training Onsite Rotations 10 Annual PECI refresher Super Team level – LU6 Specialis ation Growth into business or channel

About Support Stats and Achievements October 2013 Sage Evolution Conference 11

What’s New?

What’s New? New Look BP Zone October 2013 Sage Evolution Conference 13

About Support Local BP Zone Structure October 2013 Sage Evolution Conference 14 My Account My Customers SalesMarketing My account details My contracts Re- register/Upda te details Site Users Training Accreditation Log an incident TrainingSupport My customers Module check Reports & statistics Orders Pricing Log an incident Marketing News Marketing guidelines Reseller logos Box shots Fonts Events Promotional Items Powerpoint templates Webchat Utilities Log an incident View all incidents Knowledge Base Product updates PDF tutorials & videos Suggestions & defects NEW Reseller training Book training Pricing FAQ’s Discount Process Free training manuals

About Support International BP Zone Structure October 2013 Sage Evolution Conference 15 My Account My Customers SalesMarketing My account details Pervasive license keys Register my serial numbers Site users Update company details Log an incident TrainingSupport Customer details Customer serial number & module details Linked Resellers Module check Renewals for subscription customers Reports & statistics Search for customer Online Registrations Business development Pricing Sales Tools Log an incident Box shots Business partner logos Marketing guidelines Promotional items Webchat Utilities Log an incident View all incidents Knowledge Base Product updates PDF tutorials & videos Suggestions & defects NEW ??

What’s New? Live Chat October 2013 Sage Evolution Conference 16

What’s New? Defects/Suggestion Process October 2013 Sage Evolution Conference 17 Search for existing Query existing or Add New Support team acknowledges receipt Support Team liaises with development Feedback provided to client Zones updated with relevant info

What’s New? Defects/Suggestion Process October 2013 Sage Evolution Conference 18

What’s New? The Knowledge Base October 2013 Sage Evolution Conference 19

What’s New? Work in Progress – Zones October 2013 Sage Evolution Conference 20 Dedicated resource for updating content Aggressive Knowledge Base upgrade plan Forums coming soon Adaptive screens for mobile devices All suggestions welcome Insert pic here

What’s New? Supportive software tech October 2013 Sage Evolution Conference 21

Important Information Sharing Kavi Daniel

Important Info Sharing Scope of Support October 2013 Sage Evolution Conference 23  Professional assistance  Knowledgeable troubleshooting  Timeous communication  Suitable recourses  Excessive “How To”  Multi user installs & upgrades  OS, hardware, networks  Accounting advice  Forms designer & customised reports  Product customisations

Important Info Sharing Elective Module Support October 2013 Sage Evolution Conference 24 Client Super User Certified Business Partner Specialist Support Team

About Support Business Partner Support October 2013 Sage Evolution Conference 25 Normal Priority SupportPlatinum Priority Support Insert date Sage presentation Telephonic E- mail/Web Dedicated team 25 T.A.M Super Team level – LU6 BA/RetailDatafix

Important Info Sharing Webinar Tech Sessions October 2013 Sage Evolution Conference 26

Important Info Sharing General Support Info October 2013 Sage Evolution Conference 27 Please provide as much detail as possible Demystifying reference numbers

Important Info Sharing Logging Support Queries October 2013 Sage Evolution Conference 28 After call survey notification of closed incidents

Thank you for your time Any Questions? Insert date Sage presentation 29