1. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Technical Support

2. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Agenda Speaker Introduction Introduction General Information Organizational Overview Incident Routing Case Management Workflow PowerSource Best Practices Question and Answers

3. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Speaker Introduction Name: Chris Poulton Title: Director of Technical Support for School Systems Years of Service: 5 years Location: Sacramento, CA Hobbies: Golf, Outdoor hiking

4. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Introduction Mission We are dedicated to working as a team to provide timely, accurate and quality support to ensure our customer’s success with our products. Hours of Operation Monday - Friday 4 am - 5 pm PST Modes of Communication Email Web (PowerSource) Phone Scope PowerSchool SASI PowerTeacher Grade Book Inform Benchmark Tapestry Learnia Abacus

5. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. State Specific Call Routing

6. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Organizational Overview

7. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. PowerSource Knowledgebase Downloads PowerSchool User Guides Release Notes Tech Notes Pearson’s online community for School Systems products Training Services Customization requests Access Cases User Forums Recent enhancements: Related content Searching Support Cases Upcoming enhancements: Troubleshooting wizard

8. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Technical Support Best Practices Utilizing the hotline phone number for server down situations Providing step-by-step reproduction steps when submitting cases via the web or over email Always contact Technical Support, even if the issue has been identified as a known issue Always feel free to ask for a member of Support management when you have issues with Technical Support

9. Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved. Q & A Christopher Poulton Director, Technical Support (916) 288 - 1626 christopher.poulton@pearson.com