copyright © 2009 pearson education, inc. or its affiliates. all rights reserved. technical support
TRANSCRIPT
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
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
Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved.
IntroductionMissionWe 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
Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved.
State Specific Call Routing
Customer Calls Support
Application Outage?
General
Application Outage
Yes
State Reporting?
Call is routed to zone specific queue based on area code of caller; default for unidentified
area codes
No
Yes
No
Central
Mountain
Pacific
East
Default
Customer sends email or submits
web case
Phone Routing Process
Central
Mountain
Pacific
East
Default
Call is routed to zone specific
queue based on customer State
designation in CRMCRM
Email/Web Routing Process
Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved.
Organizational Overview
PS Front End: Tier 2
PS Infrastructure:
Tier 3
PS Front End: Tier 3
Product Development
Tie
r 1
Tie
r 4
PS Infrastructure:
Tier 2
Tie
r 3
Tie
r 2
PowerSchool Tier 1: Generalists LMS Tier 1: Generalists
PS SRC: Tier 2
PS SRC: Tier 3
Product Development
LMS Assessments:
Tier 2
LMS Performance:
Tier 2
LMS Infrastructure:
Tier 2
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
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
Copyright © 2009 Pearson Education, Inc. or its affiliates. All rights reserved.
Q & A
Christopher PoultonDirector, Technical Support
(916) 288 - [email protected]