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Support Process

Compuware Mainframe Customer Support Services Guide


Last Updated: February, 2012

Mainframe Solutions

Compuware is dedicated to customer satisfaction. We work to continuously improve our support services to ensure we meet or exceed your expectations. The following topics are discussed in this document:

How to contact Compuware Customer Support

Table 1: Business Hours and Contact Numbers

Location

Availability

United States and Canada

Hours: Monday to Friday, 8 a.m. to 6 p.m. Eastern Time (subject to change), exclusive of the following US holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve Day observed, Christmas Day.

Telephone: 1-800-538-7822 and 1-313-227-5444

All other countries

Telephone support services are offered around the world excluding local holidays. A complete list of our worldwide telephone support numbers is available within FrontLine by navigating to the support processes page and then selecting the link for the geography nearest to your location.

http://go.compuware.com/supportprocess

Support Website

FrontLine, our Customer Support website, is available 24x7 at http://go.compuware.com.

Note: Cases logged through FrontLine, as well as non-emergency cases received after standard support hours, will be processed during regular business hours.

 


 

FrontLine Website: Online Support Tools

Compuware FrontLine (http://go.compuware.com), houses all of the Compuware support information you need, when you need it. FrontLine provides the technical resources and assistance you need to sustain long-term value in the product(s) you've purchased.

Getting access is easy. Using the online form, register and create your personal user ID and password. Please have your client number available for your initial FrontLine registration. You'll receive confirmation of your user ID and password within one business day. Then simply log in to take advantage of all the features FrontLine has to offer:

  • Conveniently log, communicate and review status of your cases via "Create and View Support Cases" link or the "Report and Track Cases" menu option. Access to reported issues is based upon your FrontLine account email ID. Cases opened via FrontLine are assigned a default priority of "3" (see Table 2), unless you explicitly select otherwise.
  • Product documentation is available in various formats, eliminating the usual time-consuming searches for product manuals.
  • Technical Alerts are used by Compuware Customer Support to share important notices about product fixes and/or other situations that may impact your operations.
  • News and announcements deliver news about the latest product releases, fix notifications and upcoming events. Simply register for them at FrontLine.
  • Product fixes/patches and Service Packs may be downloaded to maintain optimal functionality and usability of the Compuware products you own, to deliver long-term value.
  • Join product-related user communities – a venue for interactive discussion and peer-to-peer idea exchange, event invitations, and user-driven best practices.
  • Emergency license keys can be downloaded for your distributed or mainframe environments, so you're never without product functionality.
  • Product requests can be submitted directly online, so you're sure to receive updated versions of your licensed software sooner.
  • Articles, White Papers and FAQs to provide answers to frequently asked questions and common methods used to resolve known problems.
  • Beta programs provide you with the opportunity to review information for upcoming releases as well as participate in trials before products are released.
  • Event information keeps you updated on Compuware customer events throughout the year.
  • RSS feeds help you access new product information quickly. You'll find an RSS icon at the head of every "Product News" page, where you can track news and updates as soon as they are released.

Note: Once registered, the "Profile" hyperlink, which is accessed by hovering over your user name at the top of the page, is where you can easily manage your profile and subscriptions (i.e., select the mailings you want to receive).

 


 

How Cases are Prioritized

When reporting a case for the first time, you will be asked to assign a priority. The following table provides a guideline to help you select the priority:

Table 2: Case Priority Assignment and Callback Times

Priority Assigned

General Description

Response Time

1

Urgent
Major functional issue for which there is no workaround at the time the case is logged.
Causes the software or operating system to fail completely.
Requires constant restarting of the software or operating system.
Prevents the installation of the software.
Irretrievable data loss/corruption or severe memory leak.

1 hour (*)

2

High
Explicitly documented major functionality of the software is missing or not usable.
Obscure, difficult to reproduce, infrequent crashes, hangs or abends.
Software cannot be used as designed, advertised or documented.
Documentation issue leading to a severe error, installation failure or data corruption.
No workaround or solution known at the time the issue is logged.

4 business hours

3

Medium
It does not meet the criteria of a priority 1 or priority 2.
General question related to installation, product functionality or usage.
Situations in which the functionality of the product is slightly restricted.
Some business impact. Priority 3 issues usually have workarounds.

8 business hours

4

Low
It does not meet the criteria of the previous priorities. Low priority request for information. A defect in very obscure product functionality. Misspelling in the documentation or in a product screen. Cosmetic problem.

2 business days

(*) Verbal contact with a Compuware Support Analyst is required to open a Priority 1 case.

Assigning case priorities

  • Assign priority 1 conscientiously. Careful assignment of priorities guarantees resources are available if an emergency occurs.
  • When reporting time sensitive issues you may want to use the 'Response Time' as a guideline for the selection of the priority.
  • Evaluate case priority over time, requesting a reassigned priority as necessary. For example, an issue that was not a major concern three weeks ago may now be a higher priority due to an approaching deadline.

 


 

Best Practices for Successful Support Interactions

 

Before you contact Customer Support

When you experience a problem or encounter a question about product usage, there are alternatives that you may want to pursue before contacting Customer Support:

  • Reference the product documentation
  • • Search FrontLine, the Customer Support website, in particular, the "Documentation", "Fixes/Downloads" and the "Technical Reference" sections. (See Figures A & B)
  • Use the product's internal Help Topics.

If you have not been able to resolve your issue in these ways, the next step is to log a case with your local support organization via telephone or FrontLine's "Create and View Support Cases" found under Quick Links on the Home page. You may also log your case by selecting "Report and Track Cases" found on any Product page. Note: Please do not reopen closed cases if a present concern is a new or different problem than previously logged with Compuware Support. This practice will help avoid duplicate effort and increase the speed in which Customer Support can react to all customers.

Figure A:

Figure B:

When contacting Customer Support

Cases can be serviced most effectively if the following information is provided when you log a case with Customer Support:

  • Compuware client number
  • Company name
  • Caller's name, phone number and email address
  • Product name and version number (including the build number)
  • Platform (basic hardware specs, OS and version number)
  • Description of the problem
  • Timeframes, deadlines and business impact concerning the technical issue being reported
  • Entire text of the error messages, if any (or log files that reflect the message)
  • A screenshot of the problem, when possible
  • A description of the steps taken before the problem occurred (or how to replicate the problem, if known)
  • Steps followed while attempting to resolve or troubleshoot the issue (and their outcome, if any)

Below are some things to keep in mind during the resolution of a case

  • Once your case has been opened you may choose from the following 3 modes of communication:

    1. Portal – You may provide updates/information through the Portal at any time of the day

    2. Email Directly to Case – email information directly to your open case after the assigned support analyst establishes the first email contact. This email contact can be expected within the priority timeframe you’ve assigned to your case and it will serve to create an email "thread-id" so that your email response will directly record into Compuware’s case management system. Note: Compuware Support recognizes "Email Directly to Case" as its official case management email. Again, responding to emails created with the "thread-id" will ensure your updates are routed correctly to your case. Emails sent to other Compuware email addresses will likely not receive timely responses as there is no SLA associated or implied.

    3. Phone – Audibly discussing and focusing on information relevant to a reported issue can often be the best vehicle for working through a complex problem. Please be aware that this option is available.

  • It could happen that a support analyst will realize that another Compuware product support team will need to resolve your case. If your case is still new it will be turned over to that team. However, for a more mature case, the support rep you’ve been working with will open an additional case. All the historical information will be provided in the newly opened case so that there will be good transfer of information to the appropriate product support team. Your original case will remain open until the reported concern is addressed. In other words, both product support teams are accountable.
  • In some instances WebEX/conference calls may prove useful in understanding and diagnosing reported issues. Compuware support analysts will make every effort to accommodate customer schedules; even so, WebEX sessions and/or conference calls need to be arranged at mutually agreed upon times. Compuware support analysts will take the responsibility of sending out a WebEX invite and conference call number to you and to all identified interested parties.
  • Compuware Support wants to ensure that your support experience is a positive one. You can help Compuware Support know your level of satisfaction by responding to customer support analysts’ request for status update on a provided fix or workaround, and also by completing a customer survey (see below).

Escalation Process

As a customer, it is your prerogative to evaluate the priority of a reported issue over time, and request a reassigned priority as necessary. This is the most effective way to bring higher visibility to an issue, making it known that it is necessary to expedite the problem resolution to avoid impacting your operations or a deadline.

If you are not satisfied with the level of service you have received from Customer Support you may initiate a formal escalation. Compuware has established an escalation procedure to provide its customers with a consistent level of service for support issues. This procedure consists of sequential levels of escalation. The customer’s first point of contact is always the Support Analyst handling the issue, who can be reached via phone or FrontLine. Using the same contact methods, the first escalation point is the Support Analyst’s Team Lead, followed by the Manager of Customer Support.

When escalating via phone you will be asked to provide the case number associated to the issue you are escalating.

Customer Survey

Compuware is committed to improving support services to our customers. Your feedback plays an important role in evaluating our existing support services. Once a case is closed, you will receive a survey request email to obtain your feedback. Completing the survey gives you the opportunity to influence our support process.

At most, one survey request is sent to a customer contact (per Compuware product) on a monthly basis, regardless of how many issues have reported. If you are interested in providing feedback on all the issues reported to Customer Support, you may do so by using the "Customer Survey" link located in the FrontLine "Welcome" page.