dm9 training & support
DESCRIPTION
FICO ™ Forum: Debt Manager ™ 9 User Group. Fairfax, VA | June 4–5, 1014. DM9 Training & Support. Product Support Services Walk-through. Edz Sturans Vice President, Solution Consulting FICO. Fahad Shaikh Engineer, Product Support FICO. Joe Milligan Lead Engineer, Product Support FICO. - PowerPoint PPT PresentationTRANSCRIPT
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© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.
DM9 Training & SupportProduct Support Services Walk-through
Edz SturansVice President, Solution ConsultingFICO
Fahad ShaikhEngineer, Product SupportFICO
Joe MilliganLead Engineer, Product SupportFICO
FICO™ Forum: Debt Manager™ 9 User GroupFairfax, VA | June 4–5, 1014
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Agenda
© 2014 Fair Isaac Corporation. Confidential.2
► Introduction
► Support & Maintenance
► Processes & Tools
► Additional Services
► Questions
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3 © 2014 Fair Isaac Corporation. Confidential.
► Global Support Organization►Edz Sturans Oversees Product Line Owners and Regional Managers ►All existing product lines and new Marketplace and Cloud Offerings►Standardization and Consistency across all products
► DM9 Team►Fahad Shaikh—Oversees DM9 support team►Joe Milligan—Technical lead►Expanding Globally to meet demand ►Average years of experience for Tier I & II combined is over 6 years
The Support Organization
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4 © 2014 Fair Isaac Corporation. Confidential.
Product Support Services
► Assist with troubleshooting and identifying solutions or workarounds for problems, errors and unexpected behavior with FICO Products
► Clarify documentation and offer additional explanation of software functionality
► Tracking of cases, defects and enhancement requests
► Capture business impact around proposed defects and enhancements
► Help leverage resources such as error logs, utilities and debugging facilities
► Provide a customer view of metrics, case history reports and statuses
► Provide basic upgrade assistance
► Identify needs for additional training, business consulting
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5 © 2014 Fair Isaac Corporation. Confidential.
Support & Maintenance Policy
► The FICO Product Support and Maintenance Policy link is posted on Support page of www.FICO.com. It outlines:►Key term definitions►Product Support parameters►Both customer and FICO responsibilities ►SLAs by issue severity level ►Supported software release guidelines►Support hours by region►Renewal, termination and reinstatement
Product Support Services Description
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© 2014 Fair Isaac Corporation. Confidential.6
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Severity Level One Issue
► Production Down Emergency: An Error in the production environment that inhibits all or substantially all of the Software from functioning in accordance with its documentation. A severity “one” Error is both severe and mission-critical.►24/7 phone coverage► Immediate escalation ► Immediate communication to highest management
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8 © 2014 Fair Isaac Corporation. Confidential.
Escalation Procedures
► FICO Product Support closely monitors response and resolution timeframes. FICO Product Support Escalation Levels: ►Product Support Engineer II/Lead Engineer/Sr. Engineer►Product Support Manager/Senior Manager►Product Management/Product Development ►Product Support Director►Senior Leadership (Product Services Sr. Director or higher, Development
leadership, Product Management leadership)
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9 © 2014 Fair Isaac Corporation. Confidential.
Services in Addition to Product Support
► Training/Education Services: FICO Product Education is a fee-based service, available for any of our clients or partners across our solutions. Product Support engineers will assist in identifying and scoping targeted training. Training can be conducted either on-site or remotely. Training is often required as clients experience growth, with the transition of skilled resources, or simply if a client wants to ensure the return on investment in FICO’s products is being maximized.
► Professional Services/Consulting: Many projects are unique to a specific environment, including custom interfacing, unique processing requirements, customized user experiences, and a wide range of other projects designed to maximize competitive advantage. When needed, FICO Product Support can quickly and effectively connect a client with the teams capable to scope, estimate and deliver any non-standard project needed. A FICO Client Service Manager (account team) or the Product Support team can help determine when projects are suitable candidates for these services. Both technical and business consulting services are available.
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10 © 2014 Fair Isaac Corporation. Confidential.
► Client experience is FICO’s top priority
► Constantly monitoring performance►Support CSAT surveys►Team client metrics
Customer Experience
► Increase availability and resources►Portal►Email►Phone►24/7 Sev 1►Global footprint► Increased language support►Product specific knowledge
database►Premium Support Services
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Questions and Answers
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© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.
Thank You
FICO™ Forum: Debt Manager™ 9 User GroupFairfax, VA | June 4–5, 1014
Edz SturansVice President, Solution ConsultingFICO
Fahad ShaikhEngineer, Product SupportFICO
Joe MilliganLead Engineer, Product SupportFICO