US Customer Support Handbook

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1 Prepared by: Prepared for: Mona Evans, Suzette McLane US Support Team Date: April 2012 Version: 1.4 Construction Industry Solutions Corp 6 Airport Park Blvd. Latham, NY Construction Industry Solutions Corp

2 Contents 1 Foreword Introduction Welcome to the COINS Support Center Support Call Procedures COINS Responsibilities Customer Responsibilities The Call Management Process Call Logging Call Logging via Web Call Logging via Call Logging via Telephone Call Tips for Specific Issues General Support Issues Issues Relating to Software Updates Issues with Reports Call Closure Software Upgrades Construction Industry Solutions Corp, April 2012

3 1 Foreword The objective of the Customer Support Team is not only to support your ongoing successful use of COINS through our online, , and telephone support services, but to continue to work with you to identify current and future areas and functionality that will increase the benefits to your business. This handbook identifies some of the processes we have in place to ensure that the business relationship between our companies continues to grow to our mutual benefit. Future improvements and new services are planned (and continually explored), and you will be notified of these as they become available. Any suggestions or comments you may have to further improve our respective positions are always welcome. Mona Evans Global Client Application Support Manager Construction Industry Solutions Corp, April 2012 Page 1 of 12

4 2 Introduction 2.1 Welcome to the COINS Support Center This handbook explains our procedures and is your guide to using the service. The master documents included within it are designed to assist you in providing the information required to ensure that we service your account efficiently. Please contact us if you would like these sent electronically via for online use. The COINS Support Center provides joint first and second line support for all customers problems that relate to any live or non-live part of their COINS system. Requests for support that fall within the scope of the services included in your Annual Support Agreement (ASA) or ALF will be dealt with by a Support Analyst, and some calls will be referred to other departments for more specialized consideration. Issues raised during the project implementation phase should be directed to the Support Center in the first instance. These issues will be logged and given a unique call number. As each COINS implementation is tailored to meet specific requirements, you should be advised your project manager will manage all calls and provide resolutions and updates as appropriate during the lifecycle of the project. COINS offers Off Hours Support between the hours of 6:00PM and 8:00AM EST if you require COINS help that cannot wait until the next business day (for example, the server is down, there is a problem installing an update, Payroll checks cannot be processed, etc.). This emergency support service is provided via an answering service, with a knowledgeable Support Analyst on call at all times. Construction Industry Solutions Corp, April 2012 Page 2 of 12

5 The next section of this document describes the procedure for logging support calls. Please follow these procedures when contacting the Support Center. Construction Industry Solutions is constantly examining ways of improving the level of service offered to customers. These procedures may therefore be subject to change from time to time. Suggestions from customers on improvements should be channeled through the Regional Client Application Support Manager. The Support Center is staffed Monday to Friday, between the hours of 8:00AM and 6:00PM (excluding Public Holidays) and should be contacted via: Web Secondary Telephone 518-C-4-COINS ( ) Fax Construction Industry Solutions Corp, April 2012 Page 3 of 12

6 3 Support Call Procedures 3.1 COINS Responsibilities The responsibilities of COINS are to: Provide support between: 8:00AM to 6:00PM Monday to Friday (excluding Public Holidays) in order to resolve problems encountered by COINS users in their use of the COINS system. Ensure that the Support website and Support Center server are operational, and that telephone and facsimile lines are properly manned during the hours stated above. Provide first line support for hardware, operating systems, and 3rd party products (e.g., COINS Information Manager) supplied by COINS. Log and process all Support Calls, using a unique call reference number, which is given to the customer. Sensibly categorize calls. Sensibly prioritize calls. Assign a technically qualified person to manage the call through to resolution. Use all reasonable endeavors to provide a resolution in a timely manner. 3.2 Customer Responsibilities The responsibilities of customers are to: Identify an individual member or small group of staff who will filter calls from end users and be the main contact point(s) with the Support Center. These staff should be thoroughly trained in COINS System Administration and should have received adequate training in the COINS application modules and PROGRESS software in use at your site. Any staff changes that would affect the administration of COINS must be highlighted as soon as possible to your Account Representative or Regional Client Application Support Manager when it first occurs. Inform the Support Center of any changes to the contact names identified above by contacting the Support Center. Construction Industry Solutions Corp, April 2012 Page 4 of 12

7 Make best endeavors to ensure that the problem is valid and not due to lack of training or a local hardware problem (as opposed to server issues), which is outside the scope of your support agreement with COINS. Effectively, you should distinguish whether the incident is related to application or hardware to allow the communication to allocate the call appropriately. Sensibly and realistically prioritize calls to minimize differences of opinion with COINS. Request support assistance using the call form on the website, and to provide all relevant information to the Support Center by attaching supporting documents to the Web form, as well as any additional information if required to enable the problem to be reproduced by the COINS analyst. Additional information may be attached to follow-up s to helpdesk@coins-global.com. In the event that a call is defined as Code Red, assign a technically qualified person to assist COINS with the timely resolution of the problem. Provide online access to the COINS system via a VPN connection, remote desktop, modem, or other reputed and recognizable remote access tools for support purposes. Install releases or patches as provided by COINS on the COINS environments. Maintain the COINS environments on a release officially supported by COINS (i.e., the current and two previous releases). Acknowledge that you have satisfactorily tested each release. Appoint a skilled COINS administrator; if you do not have a trained COINS administrator, please contact your Account Manager or the Regional Client Application Support Manager to book a member of your staff for a COINS System Administration course. Construction Industry Solutions Corp, April 2012 Page 5 of 12

8 4 The Call Management Process The Support call logging procedure has three key stages, as follows: 1. Call Logging Via Web Via Via Telephone 2. Call Tips for Specific Issues General Support Issues Issues Relating to Software Updates Issues with Reports 3. Call Closure This section gives you some tips that can help the Support Center diagnose your problem. The more information you can provide during the initial call, the quicker COINS can respond. There are a number of ways to reach the Support Center. COINS preferred method is for you to use the Client Center section of the COINS USA website to enter calls or us at helpdesk@coins-global.com with file attachments and/or print screens. You can also call us, and a faxed submission of a question is also acceptable, as well as a good way to send us examples of problems you may have encountered. (See the Introduction for a list of contact numbers.) 4.1 Call Logging Call Logging via Web Follow the guidelines below for logging in a call via the website to help the Support Center respond quickly and effectively to your needs. 1. Log into the Client Area of COINS USA website at Construction Industry Solutions Corp, April 2012 Page 6 of 12

9 If you don t know the user name and password, helpdesk@coins-global.com or call Support (518) C-4-COINS or (518) Please note that you need to be listed as a contact in our Customer Information System to receive the login information. 2. Click the Enter a Call button. 3. Enter information on the Enter a Support Call screen. 4. Click the Submit button when you are ready to log the call with Support. This is the preferred method because any attachments that you include will remain attached to the call for reference for our Support team to review prior to contacting you about the call Call Logging via Follow the guidelines below for logging in a call via to help the Support Center respond quickly and effectively to your needs. 1. Use the following address: helpdesk@coins-global.com. 2. You can include screen shots and attachments which we can review prior to contacting you about the call. However, these do not become a permanent part of the call. 3. Please include an indication of the call s priority to help prioritize the incoming s. Use one of the following codes: 0 - Close call 1 - Hot, Red Alert Restrict this to calls that require immediate attention and are critical to proper business functioning or financials. 2 - Very Important Use this when you must have an answer within a couple of days. 3 - Not Critical Use this for calls that are still important and need an answer as soon as all #1 and #2 calls are dealt with. 4 - Have Workarounds Use this for issues that are not critical but affect employee productivity and need to be addressed. 5 - Enhancements Use this when sending Wish List Enhancements for future upgrade suggestions. Construction Industry Solutions Corp, April 2012 Page 7 of 12

10 4.1.3 Call Logging via Telephone Follow the guidelines below for logging in a telephone call to help the Support Center respond quickly and effectively to your needs. 1. Please be prepared to provide the following information when contacting the Support Center: Your company name and client ID code. The urgency of the situation. How the problem is impacting your business. A brief and concise statement of the problem. Identification of the module and screen, if appropriate and possible. If your issue is not related to a COINS module, the Support Center can help you with the next steps in securing assistance. Examples of the problem or supporting documentation via website, , or fax. The COINS database affected and/or involved (i.e., the company number). The call number, if this issue was previously reported. Separate issues entered in separate calls. 2. When you call, a COINS staff member answers the call and takes all the pertinent information. For non-emergency issues, our standard procedure is to have COINS return a call to you, and a Client Support Analyst either provides a solution to your question or discusses the course of action we will take to remedy the situation. It is imperative for you and the Client Support Analyst to work closely together to identify the issue. Clear and concise examples of the problem greatly reduce the time it takes your Analyst to resolve your issue. 3. Once a call has been logged in, and you have provided the Client Support Analyst with the necessary information pertaining to the type of issue involved, the Client Support Analyst may still require additional information from you. Construction Industry Solutions Corp, April 2012 Page 8 of 12

11 In some cases, the Client Support Analyst may be able to obtain the information by connecting to your server and running the necessary reports. In other cases, you may need to run the reports and verify that the information is correct or incorrect. The Client Support Analyst may need you to perform other accounting functions to identify the extent of the problem, e.g., does the issue relate only to output, such as reports, or does it involve the data being reported. You should also make the Client Support Analyst aware of any time constraints surrounding the resolution of the problem, e.g., when you must be able to use a function again. 4.2 Call Tips for Specific Issues General Support Issues 1. Know the COINS version, software level, module, and screen you were using when the problem occurred. The version and software level appear when you log into COINS or COINS Ti. In COINS, you can also find it when you use the Display COINS Version function in System Utilities. COINS screen numbers are displayed in the upper right hand corner of the screen. In COINS Ti, the version and software level appear on the Help menu in About COINS Ti. In COINS OA, the version and software level appear in the System module (go to System > System Setup > Module/License Maintenance > License tab). 2. Write down any error messages exactly as they appear on the screen. If possible, send us a screen print or an example of the function and error message via website, , or fax. 3. Be as specific as possible regarding what you were doing when the problem occurred, or whether you were doing something different, such as using a function key or hot key. 4. Indicate if the problem developed soon after installing a new release of COINS (or an interim build, patch, or pre-release). 5. Indicate if the problem developed after installing or modifying a non-coins software product (e.g., a COINS developed custom product, or a third-party commercial product). 6. Have the call number available if the problem or question was previously reported. It's a good idea to keep your own log of calls, including the call number, an assigned Action Request (AR) number, the date of the call, and any actions recommended by COINS. Clients may also use the Web-based Call Task Inquiry. Construction Industry Solutions Corp, April 2012 Page 9 of 12

12 Some of our clients have asked us to assist them in managing their calls and keeping them apprised of call status. We offer an Extended Support Service the Primary Support Contact to answer this business need. COINS Ti clients may also use the Web-based Call Task Inquiry Issues Relating to Software Updates NOTE: You must install the General Releases and any other updates to your software in the order they are released. Following the instructions shipped with the General Release helps to ensure that you install the latest release required to maintain the maximum functionality and prevent data corruption problems. 1. Load all software media (CDs, DVDs, Service Packs) as soon as possible after receipt. (See Note above.) 2. Keep a log of all media received from COINS. This log should include information from the media label (date, description, media number, etc.) and the date the software was installed on your system Issues with Reports Write down all the parameters selected. Clients on COINS version 7 should include the banner page, if one was printed. 1. Specify whether it is a standard COINS report, a report generated as part of a Report Package, or a non-coins report (i.e., a custom report developed by either COINS or non- COINS programmers). 2. Run the same report a second time. Run similar reports with the same information. If the report was run as part of a package, try running the same report directly from the Report Menu. 3. Write all error messages in full. If possible, send us a screen print. 4. Be sure to keep all printouts showing the problem. 5. Send a copy of the report to us via website, , or fax. Construction Industry Solutions Corp, April 2012 Page 10 of 12

13 Type of Contact Website How to Contact or Phone 518-C-4-COINS ( ) Fax Mail COINS USA Reference Call # and Client Support Analyst 6 Airport Park Blvd. Latham, NY Call Closure Following receipt of the problem resolution, the customer will, if applicable, test the solution to show that it is valid. 1. The call will be closed at the time the solution is given. The call can be reopened if the issue persists. 2. If a call is older than 3 months or the problem still exists in a different version, we reserve the right to log a new call. 3. When the appropriate resolution is provided or, in the case of a program fix, the customer is notified of its availability in a future patch or major release, the call will be classified as closed. Construction Industry Solutions Corp, April 2012 Page 11 of 12

14 5 Software Upgrades As long as you subscribe to the COINS Annual Support Agreement, you receive all the General Releases for your version of COINS, COINS Ti, or COINS OA. Between General Releases, we ship interim builds, patches, and pre-releases on a case-by-case basis. You must install the General Releases and any other updates to your software in the order they are released. Following the instructions shipped with the General Release ensures that you install the latest release required to maintain the maximum functionality and prevent data corruption problems. All COINS changes are discussed in the Release Notes on the Release Documentation CD or DVD that accompanies every release. Release Notes are also posted in the Client Center section of the COINS USA website ( After you sign in, select the release information as follows: For COINS v7 and COINS Ti, select Releases > Release Notes from the side menu. For COINS OA, select COINS OA > Release Announcement from the side menu. For COINS v7 and COINS Ti, the Release Documentation CD may also include CE-Documents (COINS Enhancement documents) that describe major new features in detail. Information from the Release Notes and CE-Documents are added to the COINS v7 and COINS Ti reference manuals after each release. Construction Industry Solutions Corp, April 2012 Page 12 of 12

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