May 2015 Customer Support Portal Updates Tools and processes : VantagePoint Chris Bruisten – Unisys Global Service Delivery Manager Dolf Leurink – Springer IT Manager End User Services

© 2015 Unisys Corporation. All rights reserved. 2 2 LifeRay based Customer Support Portal Current portal (May 2015).. Replaced by….. ( see next slide) Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 3 3 VantagePoint – Customer portal – overview..New Customer Support portal -VantagePoint Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 4 4 VantagePoint – Menu’s on the left and right Menu with links to cards Menu with links for Managers and Support staff Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 5 5 VantagePoint – Knowledge Base Instantly search the knowledgebase for self help articles Browse the knowledgebase for self help articles and frequently asked questions Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 6 6 Overview card - The number of planned Outages per impact category Overview card - Announcements VantagePoint – Outages and Announcements Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 7 7 VantagePoint – My Issues Card Overview card - My Issues Clicking on the ‘ + ’ opens a form for submitting a new Issue ticket Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 8 8 VantagePoint – Submit Issue form A temporary address and Phone number can be added, for instance when travelling Cancel Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 9 9 VantagePoint – Submit Issue Screen after issue ‘Submit‘ Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 10 VantagePoint – My Issues overview Overview card - My Issues Clicking on the card shows a list of your submitted Issues Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 11 VantagePoint – viewing Issue details opens the issue ticket details Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 12 VantagePoint – information on issue ticket More information about your Issue / incident can be added for the helpdesk Agents. Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 13 Screen after Log Entry ‘Submit‘ VantagePoint – information on issue ticket Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 14 Overview card – My Orders Clicking on the ‘ + ’ opens the Service (Request) Portal with all Order / Request categories. Note: make sure that pop-ups are allowed in your Browser VantagePoint – Submit Order / Request Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 15 Clicking the ‘ + ’ on the My Orders card, opens the Request Portal where specific Request forms are available in various categories. After submitting the Order / Request form, the window can be closed and the new order will show on the ‘ My orders ‘ card. VantagePoint – Submit Order / Request Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 16 Overview card – My Orders Clicking on the ‘My Orders’ card, opens the list of your personal Orders / Requests and their proces status VantagePoint – overview of Orders / Requests Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 17 VantagePoint – Order / Request details Clicking on the arrow, opens the high level proces status. To add information, or to view detailed approval status and communication from Manager, just open the Request Portal, via the ‘ + ’ on the ‘My Orders’ card, and click on ‘Details ‘ Customer Support Portal

© 2015 Unisys Corporation. All rights reserved. 18 VantagePoint – logging off This will logg you off and open the SpringerLounge intranet page Customer Support Portal