Support Portal

Customer Handbook

Document History

Version Date Author/Changed By Change Description

0.1 28-02-2022 Srujan Draft Version

0.2 01-03-2022 Preeti Reviewed

1.0 07-03-2022 Raj Kumar Nagapuri Reviewed

1.1 08-03-2022 Nagendra Babu Final Version

Table of Contents

1. Introduction to Support Portal. ..............................................................................................................................4

2. Overview ................................................................................................................................................................4

3. Logging in to the System. .......................................................................................................................................4

4. Support Portal .........................................................................................................................................................7

4.1.0 Incident – Creation .............................................................................................................................................7

4.1.1 Change Request .................................................................................................................................................9

4.1.2 Cloud Service Request ......................................................................................................................................11

4.1.3 Support Portal Access/Permissions...................................................................................................................12

4.2. Severity Definitions ...............................................................................................................................................13

4.3 Incident - Detail View .............................................................................................................................................13

4.4 Incident - Continuous Communication and Status Updates ...................................................................................14

5. Support Ticket/ Incident Life Cycle: ........................................................................................................................15

6. My Requests Page ................................................................................................................................................16

7. Customer Escalations: ..........................................................................................................................................16

8. CSAT Feedback .....................................................................................................................................................18

9. Edit Your Profile: ..................................................................................................................................................18

10. What has changed now after the migration? ...................................................................................................19

11. FAQS .................................................................................................................................................................21

12. Examples ..........................................................................................................................................................22

12.1 How to raise a ticket for Infinity Product ? ........................................................................................................22

12.2 How to raise a ticket for Quantum Product ? .................................................................................................25

1. Introduction to Support Portal. JIRA Service Desk is a fully featured ticket management system, which allows Temenos to implement robust strong and effective workflows for internal and external customer- facing support departments. The support ticketing management systems allows Temenos staff to keep track of the tickets raised by the users, attend to them, reassign them to the appropriate department or organizations, and generate reports, etc. and more.

2. Overview

The support portal helps log the requests, categorize, prioritize, receive constant updates, and provide feedback.

3. Logging in to the System. The JIRA Service Desk is integrated into the existing Temenos Customer Support Portal. Follow the below steps: 1. Navigate to https://basecamp.temenos.com/. 2. Click on the Login button on the top right corner, as shown in the below screenshot.

3. Once you click on Login, you can view there are two options: a. Log in with your Temenos Account (Basecamp Credentials) – Is for Customers/ Partners should log in with your Temenos Account (Basecamp Credentials) to log in to the basecamp. The user receives an email with a Password Reset link to change the login credentials. b. Employee Login (Outlook Credentials)- Is for Internal (Temenos) users should use the option Employee Login (Outlook Credentials).

4.Once the user logs in, they are re-directed to the following page as shown below:

5.To create/view a support ticket click on “Temenos Support”.

6.Users are directed to the Temenos Support categories page as shown in the screenshot below:

Transact (T24)

Temenos Transact is the most successful and widely used digital core-banking solution. Innovate in minutes and launch products in days using core banking SaaS. Temenos Transact can be accessed in the Temenos Banking Cloud, bringing together the world’s favorite banking services, an innovation sandbox, and a rich fintech marketplace.

Infinity

Provide Frictionless, Personalized, & and Secure Banking Experiences with Temenos Infinity. Increase Customer Satisfaction with the Temenos Infinity Digital Banking Solution. Embedded AI Capabilities, Engage Your Customers, Future Proof, and Scale as You Grow. Legacy DBX is an earlier version of Infinity.

Avoka

Avoka is a customer engagement platform, purpose-built for bank and credit union member acquisition and onboarding journeys, including account opening, loan applications, and business onboarding.

Lifecycle Management Suite

Loan Origination uses a variety of System Management configurations that define how the Lifecycle Management Suite handles the loan applications.

Fund Management

A single, global platform to help the world’s leading fund administrators, asset managers, insurance companies, and pension funds achieve increased operational efficiency, whilst while reducing risk.

Wealth Management

Temenos Wealth is a powerful robust wealth management solution specifically designed to address the challenges wealth managers are facing, helping them to face, helping them run a sustainable and profitable business.

Quantum

Temenos Quantum is a Multi experience Development Platform (MXDP). It combines ease-of-use and speed of low-code productivity with deep enterprise capabilities for consumer-grade digital experiences across multiple touchpoints and robust backend services for identity, integration, orchestration, business process automation, and business rules management.

7. User must select the appropriate product according to the issue. Then you get the below screen and must click on Support button to create/view a support ticket.

4. Support Portal

4.1.0 Incident – Creation

Report an unplanned interruption to a service or product issues.

Click on the Incident and below screen is displayed. Used to fill in issue details.

Product: Select the product with which the user is facing the issue, such as Journey Platform, Infinity, Quantum, Wealth Manager and Fund Suite, etc. The user needs to select the Sub Product as Visualizer, Fabric, License Issue, Visualizer Classic and Cloud Azure, etc. Affects Product Version/s: Select the Product version for which the user is using and facing the issue. Component/s: The user needs to update the platform details and issue type such as Android, iOS, Windows and Build, Performance and Push Notification, etc. Environment: Select the project stage such as Production, Dev, UAT, SIT, Test, etc. Based on this, the user gets the Severity options. Severity: The user needs to select the appropriate Severity according to the issue and stage of the project and the user requirement. Issue Summary: The user must provide a short description of the issue. Description: The user must give a complete description of the issue. Acknowledgment: Kindly confirm the customer selected while creating the ticket. It helps access the ticket and timely notifications on the ticket to stakeholders. Create: Click on the "Create" button to submit the request. Note: Customers can add Attachments up to 50MB per file at the end of the form.

4.1.1 Change Request

Requests you to deploy and/or release the addition, modification, or removal of approved and supported configuration items to the client environment.

4.1.2 Cloud Service Request

Report an unplanned interruption/issue at the infrastructure level or Cloud-related issues.

4.1.3 Support Portal Access/Permissions

Customer can reset their support portal password on the login page.

4.2. Severity Definitions

Severity 1 - Blocker: Production Environment and the Software are down or in a severely degraded state, impacting most of the Client’s users and/or customers. A crucial processing or Software component failure significantly affects normal operations, and no immediate workaround is available. The impact is extensive and widespread, introducing high risk and exposure to the Client’s business. Severity 2 – Critical: The Software performance is materially degraded but can reasonably continue its operation via a workaround or temporary manual process. The operational impact is moderate and limited, introducing a medium level of risk and exposure to the Client’s business. Severity 3 – High: The Software does not function correctly and is limited to a specific area of the Software’s functionality. Still, such impact does not impede the ability of the Client and/or Client’s customers to operate the Software. The effect is minor and localized, introducing a low level of risk and exposure to the Client’s business. Severity 4 – Medium: The use of an isolated part, characteristic, or feature of the Software deviates from standard or documented use or is subject to some restrictions or difficulties in use. The impact is procedural, introducing a very low level of risk and exposure to the Client’s business. The identified issue has minimal impact on the Client’s customers. Severity 5 – Low: A potential non-conformity is identified with the Software that is deemed non-critical and should be corrected. The identified issue is cosmetic and has no functional impact on the Client’s customers.

4.3 Incident - Detail View

Once the support ticket gets created, the below details populate.

Example: TSR-102028 is the ticket reference number to track the Incident.

Note: To disable email notifications for this request, the user should select the "Don’t notify me” icon present at the right-hand corner of the page.

4.4 Incident - Continuous Communication and Status Updates The updates for all the Status changes, Comments, and Attachments will be displayed within the request. The customer has options to ‘Permanently Close’ or ‘Reopen' an Incident. The Incident with the status 'Pending Client Confirmation' will automatically be set to 'Permanently Closed' by the system after 37 days.

5. Support Ticket/ Incident Life Cycle:

1. New: Once the ticket/incident is created, the status will be set as “New.”

2. In Progress: Temenos Agent/Consultant has started working on the Incident.

3. Assigned to SME: Incident is moved to the Engineering Team for fixing.

4. With Cloud: Temenos support Consultant requesting the data from Temenos Cloud Team.

5. Customer Replied: The customer has responded to the Consultant via a comment.

6. Pending Client Inputs: Temenos consultant is expecting additional information from the customer.

7. Pending Client Confirmation: Temenos Consultant has provided a solution for the customer to check for the resolution

and get back if the issue isn’t resolved.

8. Permanently Closed: The incident/Support Ticket is permanently closed.

9. Reopen: Customer can "Reopen" a "Pending Client confirmation" Incident within 37 days.

10. Account Management: Moved to the Sales team to confirm New Customer details. Note: Once the Incident is Permanently Closed, the customer can create a follow-up incident if the issue reiterates, using the "Follow Up" button.

6. My Requests Page

To check the Support tickets/Incidents raised by the user, click on the Requests tab, and select “My requests” as shown below:

In addition to submitting requests, you have the features to view all support tickets/incidents, including those raised by other members of your organization. The user can also Export the Support Tickets/Incidents in CSV, as shown below:

7. Customer Escalations:

• The customer can escalate the Incident during instances of dissatisfaction with an incident Lifecycle.

• The customer can escalate up to 3 levels. An increase in levels will intimate the management in the hierarchy of Temenos support system.

• The escalation button is available based on the Severity of the Incident. The customer needs to click and select the appropriate reason for Escalation and a justification comment.

• Business Urgency: When there is a project delivery deadline nearby, or the product issue affects the business.

• Lack of Responsiveness: When there is a delay in response from the support agent.

• Lack of Technical Knowledge: When the agent cannot provide a solution and does not help in moving forward.

• Inadequate Resolution: When the solution provided is not valid and does not help to resolve the reported issue.

• Resolution Timeline is not met: When the provided response/resolution did not meet the SLAs defined by the organization.

8. CSAT Feedback Support ticket/Incident once moved to Permanently Closed; an email is triggered to the user. The customer can provide feedback on the experience while interacting with Temenos support during the ticket/Incident Lifecycle. A sample email is shown below:

9. Edit Your Profile:

The user can customize their profile by clicking on the Avatar and selecting the Profile icon present

• The user can edit the Time zone as per user preference under the “Preference” tab.

• The user can also change the password by clicking on the “Change Password” button.

10. What has changed now after the migration?

• Creating support tickets through email.

Before: Sending an email to QuantumSupport@temenos.com from registered email id would create a ticket in case of urgency. After: Going forward this process will not be available users should login to basecamp with their credentials and follow the defined process.

• The Ticket creation page has been changed.

Before: The ticket creation page looked like the below

After: The new ticket creation page looks like below.

• CSAT Feedback Page/process has been shared Before:

After:

11. FAQS

1. This announce means that all tickets of client on BaseCamp will be migrated to Jira? If not, do you have any estimated date to do this?

Ans. No, this is just an headsup and the Migration will be completed by 09th March’22 and will announce it.

2. If tickets migration will be performed, are you sending the user guides to clients on same BaseCamp? Ans. Yes, we will share the Guide over the Basecamp.

3. After I logged out, navigate back to the portal I do not need to login again? Ans. Yes, you need to enter your credentials again, once logged out. 4. I click on My Request but do not see my existing requests. Do they migrate to the new system yet? Ans. Yes, still the migration is not completed. You will be able to see all your requests from 16th March’2022.

5. Do I need to update the client name every time or will it be populated by default for Partners? Ans. You will find an option called “CRM Company”, where you can see the list of Partners associated with your organization. 6. Can I use the same portal for Transact Product? Ans. Yes, you will have list of products after selecting the “Temenos Support” option. There you can select appropriate product. 7. Can we change mail Id in profile section? Ans. No, you cannot change. You need to send an email to Quantumportalaccess@temenos.com 8. Can we add different phone number for different ticket? Ans. Yes, you can give your phone number in the Contact Section at the time of ticket creation. 9. I am unable to login support portal, getting an error. To whom I must Contact? Ans. Clear the cache and re login, if still face an issue please send an email to Quantumportal@temenos.com.

12. Examples

12.1 How to raise a ticket for Infinity Product ?

• Navigate to Incident creation page

• At CRM Copmany tab, your organization name would be mapp

• In this example we want to create an incident for spotlight.

• We will need to select product as Infinity and select sub product as Spotlight. • Similarly you can select the appropriate subproduct from the dropdown as per your requirement.

• Select the product version on which you are facing issue. • Fill in the component details such as Android, iOS, Windows and Build.

• As shown above, Select the respective environment details

• such as ( Development, Production)

• Then select the correct severity based on the impact you see due to the issue faced.

• At issue summary, provide a short description on the issue faced. • Under Description Tab, update all the issue details with the steps to reproduce the issue.

• As a best practise, it is suggested to share contact phone details for an effective and timely conversation. • Use the attachments tab to share artifacts such as logs, error screenshots.

• Click on Create button, then a new incident would created.

Using Infinity product and have an issue at Environment level and the cloud is hosted on AWS ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped.

• Select product as Infinity, Subproduct as Cloud AWS as shown below.

• Fill in other mandatory details and Click on Create button.

Using Infinity product and have an issue at Environment level and the cloud is hosted on Azure ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped. • Select product as Infinity, Subproduct as Cloud Azure as shown below.

• Fill in other mandatory details and Click on Create button.

Using Infinity product and want to raise a ticket for Appliation Support ?

• Navigate to Incident creation page. • At CRM Copmany tab, your organization name would be mapped.

• Select product as Infinity, Subproduct as Application Support as shown below.

Fill in other mandatory details and Click on Create button.

12.2 How to raise a ticket for Quantum Product ?

Have an issue at Client side like Frontend/UI issues, Build issues?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped.

• create an incident for Visualizer, select product as quantum and subproduct as

• Visualizer as shown below.

• Select the correct product version on which you are working/facing an issue.

• Fill in other mandatory details and click on Create button.

Have an issue at Server side like Back end, DB, Server related, Publish issues ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped. • As shown below create an incident for Fabric, select product as quantum and

• Subproduct as Fabric.

• Select the correct product version on which you are working/facing an issue.

• Fill in other mandatory details and click on Create button.

Using Quantum product and have an issue at Environment level and the cloud is hosted on AWS ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped.

• Select product as Quantum, Subproduct as Cloud AWS as shown below.

• Fill in other mandatory details and Click on Create button.

Using Quantum product and have an issue at Environment level and the cloud is hosted on Azure ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped.

• Select product as Quantum, Subproduct as Cloud Azure as shown below

• Fill in other mandatory details and Click on Create button.

Using Infinity product and want to raise a ticket for Appliation Support ?

• Navigate to Incident creation page.

• At CRM Copmany tab, your organization name would be mapped.

• Select product as Infinity, Subproduct as Application Support as shown below.

• Fill in other mandatory details and Click on Create button.