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Welcome to Xtreme Support!
Copyright © 2012 Infor. All rights reserved. 1
Infor Maintenance Business
Infor Maintenance BusinessTeam of Maintenance Business Managers responsible
for the renewal of your maintenance and support contracts.
Covering support on the standard product.
Different support offerings.
All accounts have an assigned Maintenance Business Manager
Infor Maintenance Business
Mary TrickSVP
License Management
Peg RodarmelVP
Renewals NA
Keith SaundersVP
Renewals EMEA
Willi KramhellerVP
Renewals APAC
Joe TrimarcoSr. Director
MaintenanceOperations
Mick LingVP
Renewals
Jaymie CaterSr. DirectorRenewals
John Smolinski
VP License Management
Danielle Neumann
Executive Assistant
Infor Maintenance Business
Keith SaundersVP EMEA
Lonneke van Rooij
Amber Vera
David Postius Sanchez
Ellen Cornelissen
Harry Hogendoorn
Max Mering
Mirjam Van Mil
Stigbjorn Backstrom
Valenka Thykjaer
Wolfgang Abels
Marco van Ravenhorst
Alex Alvaro
Francesc Box
Isabelle Chavas
Alexandre Derval
Lucia Kanowah
Mazen Najjar
Stephane Nercam
Alberto Ruiz
Maria Sole Mugnano
Tiziana Terenzi
Annita Tombrou-Nicholls
James Whitton
Pau Marcos
Maud LeBihan
Mike Pollard
Andy Ballantine
Claire Dynybil
Fiona Barry
Alka Bhowmick
Tamryn Immelman
Charlotta Bergenstjerna
Judy Murray-Mills
Isabelle de Vliegher
Sinead Knell
Veronika Smrckova
Bhav Vara
Infor Maintenance Business
Lawson IMB EMEA
Marco van Ravenhorst France, Spain, Italy, Switzerland, Middle East and French speaking
Africa
Mike Pollard UK, Ireland and English speaking Africa
Lonneke van Rooij The Netherlands, Belgium, Luxemburg, Sweden, Denmark, Norway,
Finland, Iceland, Germany, Austria, Eastern Europe, Russia & CIS
Renewal Process
Identifying MRs for
next quarter
-120 -90 -45 0-60
Timeline to renewal date
MR = Maintenance RenewalsMRN = Maintenance Renewals Notification
-30 +30
Customer/Partner confirm payment
to SAM
Collections – customer pay before MED
Expiration & Follow up
Infor send MRN
to Partner
MRN Negotiation +
Invoicing
Xtreme Support Offerings
Pau Marcos – Maintenance Business Manager 13 September 2012
Copyright © 2012 Infor. All rights reserved. 8
Former Lawson Support Plans and Infor Xtreme Support Plans
Lawson Silver Support
24x7* support coverage for priority 1 issues
Xtreme Premium Support
24x7* support coverage for priority 1 issues
Xtreme Elite Support
24x7* support coverage for priority 1 issues
Xtreme Support
24x5* support coverage for priority 1 issues
Lawson Bronze Support
24x7* support coverage for priority 1 issues
Lawson Basic Support
24x5* support coverage for priority 1 issues
* Not available for some products
Copyright © 2012 Infor. All rights reserved. 9
High-Level Feature Comparison
Basic Bronze
Xtreme Xtreme Premium Xtreme Elite
24x5* support coverage on P1s
Same great features as Lawson Basic
Xtreme features plus….
24x7* support coverage on P1s
Priority plan queuing
Interactive Briefings
Xtreme Premium features +
Elite Account Manager
Support Activity Reviews
Access to senior Support & Development resources
Update planning assistance
Early Adopter program
Exec Advisory Board
Special Events Support*
Silver
* Not available for some products
Three new features!
Copyright © 2012 Infor. All rights reserved. 10
The New Xtreme Elite Support Plan Features
The same great features in Xtreme Premium Support plus….. A dedicated Elite Account Manager Support Activity Reviews Access to senior level Support & Development resources Update Planning Assistance
NEW: Early consideration for Early Adopter Programs
NEW: First consideration for Executive Advisory Board opportunities
NEW: Special Events Support* coverage for all severity levels, one weekend a year
* Not available for some products
Copyright © 2011 Infor. All rights reserved. 11
Xtreme Support plan landing page for Lawson product customers
http://go.infor.com/xtreme-support-lawson/
Introducing…Xtreme Support
Copyright © 2011 Lawson. All rights reserved. 12
ION SupportSolutions
ExtensiveKnowledgebase
www.infor.com/inforxtreme Portal
Scorecard Activity Reports
SERVICES
TECHNOLOGY
XPERTS
Specialized Personalized Social Proactive Accountable
Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the products or services described herein, all of which is subject to change without notice.
13
Overview of Xtreme Support Portal
Why did we migrate the toolset?
Consistent customer experience
Improved personal & social interactions
‘Best of the best’
LGUG & GAM3 Involvement
Phase 1 – October 14th
Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the products or services described herein, all of which is subject to change without notice.
15
Homepage Header
Your ProfileYour Profile
Migrated / New Incidents
Migrated / New Incidents
Search Incident ID
Search Incident ID
Support Apps
Support Apps
KB Article Search
KB Article Search
Download fixes /
releases
Download fixes /
releases
DocumentationDocumentation
Copyright © 2011 Infor/Lawson. All rights reserved. 17
Incidents Support App
Copyright © 2011 Infor/Lawson. All rights reserved. 18
Incident View
Copyright © 2011 Infor/Lawson. All rights reserved. 19
Notifications Support App
Copyright © 2011 Infor/Lawson. All rights reserved. 20
Notifications Support App
Copyright © 2011 Infor/Lawson. All rights reserved. 21
KB Search
Copyright © 2011 Infor/Lawson. All rights reserved. 22
KB Search
Copyright © 2011 Infor/Lawson. All rights reserved. 23
KB Search Results
Copyright © 2011 Infor/Lawson. All rights reserved. 24
Analytics Support App
Copyright © 2011 Infor/Lawson. All rights reserved. 25
Analytics Support App
Commitment to Innovation
Introducing…
Infor Xtreme Support mobile
Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the products or services described herein, all of which is subject to change without notice.
26
Native iPhone app Available on the Apple App Store™
Check the status of support incidents
Immediate notification of critical incidents
“Watch list” allows you to tailor your experience- monitor what matters.
Infor Xtreme Support Twitter feed for news and updates about your systems
Xtreme Support
Wrap Up
Official go-live on Xtreme Support Portal - October 14th
Included both CASE and Knowledgebase
Continued enhancements after initial migration
MyLawson.com is not part of this initial migration and will continue to be the customer portal
Recorded training sessions available on MyLawson->GetSupport->CASE/KB Migration
Copyright © 2012 Infor or Lawson. All rights reserved. Confidential. This presentation reflects the direction Infor or Lawson may take with regard to the products or services described herein, all of which is subject to change without notice.
27
Common FAQs from the migration
What data was migrated to the new system? All cases entered after March 2010 All MyLawson users that have entered or updated a case in the
last 15 months All attachments and environment profiles
Will I still be directly connected to a support engineer? We are still using skills based routing and direct to tech model for
incidents logged via the portal, and call backs on existing incidents
New incidents logged on the phone will go through the Customer Care team and a support engineer will call you back
Copyright © 2012 Infor. All rights reserved. 28
Benefits - Incidents
Consumer-grade user interface: navigation features to allow you to quickly find relevant information
Site is tailored to your Product Line(s) and supported Products. (KB, Documentation, Announcements, etc.)
Support Apps allow a quick and easy view of key data from one place Incidents requiring your update your open incidents your favorite Knowledge Base Articles and Articles you have signed up for Support App for Analytics provides you a quick visual representation of KPI's
Support Apps can be personalized to show columns of data in your preferred order, ascending or descending, # of records you are interested in, filtering options, etc. You can also tailor the UI style of the Support Apps
Support for Multiple Browsers: Microsoft Internet Explorer versions 7, 8 and 9, Mozilla Firefox versions 8 and 9. and Google Chrome versions 15 and 16
Option to create and customize your own views (reports) of incidents. You determine the criteria, the data columns to display, the sort sequence and the number of records that you wish to display
Copyright © 2012 Infor. All rights reserved. 29
Benefits - Incidents
Quick Lookup by ID – searches across Knowledge Base Articles, Incidents and Documentation based on your installed Products
Download cart which enables you to perform a single download for multiple files (documentation, fixes, etc.)
Quick Incident update via email reply:
Visibility of your pending Support renewals and the option to make an online credit card payment
Subscription mail lists – register to receive emails tailored for your installed products.
Extensive communities by product and industry
Mobile App
Additional Language supportCopyright © 2012 Infor. All rights reserved. 30
Benefits
Knowledgebase
Infor Knowledge Base: has enhanced content and fast search engine for quick results
In context KB search when creating incident
Option to Browse or Search
KB search feature launches in new browser window / tab depending on browser setting
A search is not conducted on initial access, the user will enter search criteria and then execute the search.
Search criteria: The user can choose to search only specific product lines. The list of “available product lines” is limited to only those with maintenance entitlement. You are able to Filter by Status, Enter a date range to find all articles added/updated in that period of time or Selected multiple values – then conduct search.
Search results: Choose a search match option, Sign up to receive email notifications.
Quick preview option for a documentCopyright © 2012 Infor. All rights reserved. 31
Welcome to Xtreme Support!
Copyright © 2012 Infor. All rights reserved. 32