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DM9 Training & Support

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.

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DM9 Training & Support

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  1. 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 ConsultingFICO Fahad Shaikh Engineer, Product SupportFICO Joe Milligan Lead Engineer, Product SupportFICO

  2. Introduction • Support & Maintenance • Processes & Tools • Additional Services • Questions

  3. The Support Organization • 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 • FahadShaikh—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

  4. 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

  5. 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

  6. 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

  7. 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)

  8. 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.

  9. Customer Experience • Client experience is FICO’s top priority • Constantly monitoring performance • Support CSAT surveys • Team client metrics • Increase availability and resources • Portal • Email • Phone • 24/7 Sev 1 • Global footprint • Increased language support • Product specific knowledge database • Premium Support Services

  10. Questions and Answers

  11. FICO™ Forum: Debt Manager™ 9 User Group Fairfax, VA | June 4–5, 1014 Thank You Edz Sturans Vice President, Solution ConsultingFICO Joe Milligan Lead Engineer, Product SupportFICO FahadShaikh Engineer, Product SupportFICO

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