copyright © 2009 pearson education, inc. or its affiliates. all rights reserved. technical support

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

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

Technical Support

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]