Support Request for 3 rd Level Support

1. Support Request for 3rd Level Support Lizi Efrati | 3rd Level Support ManagerJanuary 9th, 2012

2. Agenda • When should we open a support request • How to open a SR • R&D SLA • Tier2 guidelines • Assigning R&D User to new SR • SR states • State:Pending Bug Fix

3. When Should We Open a SR • Bug in the MM platform • Cases that were investigated by Tier1&2 but still no resolution found • Need information: logs request(Shay Fox) \Explanation for specific Analytic metrics calculation. • Don’t open SR for design changes.

4. Open Team system web access: http://eyeteam2008:3333/UI/Pages/WorkItems/QueryResult.aspx?pid=2242&qid=c7770fa3-f601-420b-b0eb-331a91a09b2d Select project “Rich Media Platform” (on the left ) New work Item->support request (on the right) Select priority according to “R&D SLA” On the Description Tab write: Description of problem, Steps to reproduce: 1,2,3. Please don’t omit any important details. You can add Links/ attachment on the attachment tab On the details tab fill: Related CRM case Id Account Name Happens in all accounts or a specific one. Account Type: VIP/Standard Campaign Name Assign to R&D user according to R&D SLA Save SR. Update CRM case with the SR number. Escalate case to Tier3. How to open a new SR

5. R&D Support request SLA

8. Tier2 guidelines • Urgent/Premium SR - who should be notified? • Relevant R&D Manager should be Emailed\called and issue should be explained. • Email should be sent to R&D Managers, Tier2&3 managers, Tamir Atar. • What Severity should be selected for SRs related to a VIP account? • SRs related to VIP account should have severity between High-Urgent, depending on the nature of the issue. • If this is after hours and immediate attention is needed, a premium SR should be opened and followed by a call to R&D director.

9. Assigning SRs • Who should the SR be assigned to? • Deployment (system availability, latencies, regional issues, requests for logs) - Shay Fox • Web application related - any SR related to the MM application, any setup that is not working - Amichai Kidron • Ad Serving - any serving related issues (any Client/Server side issues, BS decision call related  issue, rotation, conflicts with a page, blanks for a specific spot..) - Shai Turgeman • Creative - Shai Turgeman. • Analytics – DB, Data related - Roi Assa • Analytics - Application related (can't generate a report, can't use a dropdown….) - Amichai Kidron • Reports by service - this is managed by the Data team in Custom Dev (part of the GS) - Yuval Nisimov - should be handled in CRM as a case to Custom Reports • CRB/Excel cubes are not updated - Roi Assa • BDB updates - These need to be avoided - Amichai Kidron • CC4S /CC4M - Shai Turgeman • Smart Trading - Amichai Kidron

10. Using the different SR states: • Please follow the below guide lines for assigning SR states. For any queries please contact Lizi.efrati@mediamind.com

11. Pending Bug Fix • A New state: “Pending Bug Fix” is now introduced and should be used for SRs that triggered opening of a bug. • Alongside with the new status, a new weekly report “SRs pending bug fixes” was created, to list all SRs that we need to follow up on. • Mandatory fields In order to enforce communication of bug ID and expected fix date by R&D, the following fields are now mandatory for SRs that are being settled with “defect open” reason or set to “Pending Bug Fix” Defect ID Estimated upload date

12. Thank you!Lizi