AIRCOM Customer Support Guide

AIRCOM Customer Support Guide
Author:
Date:
AIRCOM International
16 November 2010
Ref:
Version:
Status:
Customer Support Guide 31July2010

1.0
Released
Sec. Class:
Co-Confidential
Copyright 2009 AIRCOM International - All rights reserved. No part of this work, which is protected by copyright, may be reproduced in
any form or by any means - graphic, electronic or mechanical, including photocopying, recording, taping or storage in an information
retrieval system without the written permission of the copyright owner.
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Contents
1
2
3
4
5
6
7
8
9
Introduction ..........................................................................................................................3
1.1
Purpose.......................................................................................................................3
1.2
Support Coverage .......................................................................................................3
1.3
Content Disclaimer .....................................................................................................3
AIRCOM Support Contact ...................................................................................................4
Customer Contact ...............................................................................................................5
AIRCOM S & M Services ....................................................................................................6
4.1
AIRCOM Assist Website .............................................................................................7
4.2
Software Installation, Maintenance & Upgrade ..........................................................8
4.3
Data Migration & Conversion via Power Tools ...........................................................8
4.4
User Reference Guide ................................................................................................9
4.5
Online Helpdesk (UTS Calls, Defect & Enhancement Tracking)............................. 10
4.6
Knowledgebase ....................................................................................................... 11
4.7
GoToAssist .............................................................................................................. 12
4.8
Annual Support Report ............................................................................................ 12
4.9
Annual On-Site Support Visit ................................................................................... 13
License Management ....................................................................................................... 15
Customer Responsibility................................................................................................... 20
SLA Renewal Process ...................................................................................................... 21
Feedback .......................................................................................................................... 23
Appendix A - Helpdesk Call Management and SLA Compliancy..................................... 24
9.1
Logging a Call .......................................................................................................... 27
9.2
Escalating a Call ...................................................................................................... 29
9.3
Reopen a Call .......................................................................................................... 29
9.4
Close a Call ............................................................................................................. 30
9.5
Checking a Defect ................................................................................................... 30
9.6
Escalating a Defect .................................................................................................. 30
9.7
Checking an Enhancement (New Feature) Request ............................................... 30
9.8
Escalating an Enhancement (New Feature) Request ............................................. 31
9.9
Paying for an Enhancement (New Feature) Request .............................................. 31
9.10 Deploying a New Version or Patch .......................................................................... 31
Author: AIRCOM International

Date: 16 November 2010

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Introduction
1.1 Purpose
This document is provided to AIRCOM customers (herein referred to as
Customer) who have valid Service Level Agreement (herein referred to as SLA)
with AIRCOM. It contains a list of Support and Maintenance (herein referred to as
S&M) services Customer is entitled to under the terms and conditions stated in
SLA.
1.2 Support Coverage

Support and Maintenance services will only be provided to Customer with no
outstanding SLA fee payment. AIRCOM operates a policy of providing
Maintenance services of its products only for its current version and its preceding
version. For cases where Customer requires support on end-of-life versions due to
upgrade constraints (3rd party interfaces), limited services will be provided.
Release
Example
Level of Support & Maintenance
6.2
Full
N-1
6.1
No enhancements
Correction of High and Medium defects
No changes to code
Workaround disclosed if already known
Migration to last build of that major

release or current official release
N-2
6.0
Where N is the latest commercially released version of AIRCOM products

(ENTERPRISE Suite or Interface Module).
1.3 Content Disclaimer

AIRCOM reserves the right to make changes to this document at any time and
informing Customer in the shortest possible time.


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AIRCOM Support Contact

AIRCOM Worldwide Customer Support Organisations are listed in below table. Please contact the relevant support center in your region.
Region
Support Center
UK HQ
(Europe)
EMEA
Dubai
(Middle East & North
Africa)
South Africa (South
Africa)
USA
(North America)
Americas
South America
(South America)
Singapore
(ANZ, SEA, North Asia
excluding China)
APAC
China
(China)
India
(India + Indian
Subcontinent)

Address
Email
Phone
Operating Hours
Cassini Court, Randalls Research Park

Randalls Way, Leatherhead,
Surrey KT22 7TW
United Kingdom
PO Box 500134, Office No.202
Building 3, Second Floor
Dubai Internet City,Dubai UAE
Fourways Golf Park, 2nd Floor
Selborne Building, Roos Street
Fourways , 2025
South Africa
800 East Campbell Road, Suite 180
Richardson ,Texas 75081
USA
Aircom International Amrica Latina Ltda
Avenida Shishima Hifumi, 2911 3 Andar
M303,304 e 305,
So Jos dos Campos ,SP CEP 12244-000
Brazil
4 Robinson Road
#09-01 The House of Eden
Singapore 048543
Suite 1707 No. 841 Yan'An Road (M)
OOCL Plaza
Shanghai 200040 China
Gurgaon (near New Delhi) 2nd Floor
Tower A, The Presidency building 351/2
Gurgaon ,HARYANA 122 016
India
support@aircominternational.com
+44 1932442000
0830-1800 UK Time
Mon-Fri excluding UK public
holidays
supportme@aircominternational.com
+971 43912642
supportsa@aircominternational.com
+27 117451475
support.usa@aircominternational.com
+1 2145762701
support@aircom.com.br
+55 1232032199
0830-1800 Dubai Time

Sun-Thurs excluding Dubai
public holidays
0830-1800 Johannesburg
Time
Mon-Fri excluding
Johannesburg public holidays
0830-1800 Texas Time
Mon-Fri excluding Texas
public holidays
0830-1800 Brazilian Central
Time
Mon-Fri excluding Brazil
public holidays
supportsg@aircominternational.com
+65 63720548
supportsg@aircominternational.com
+86 2162792779
supportindia@aircominternational.com
+91 1244848200

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0830-1800 SG Time
Mon-Fri excluding Singapore
public holidays
0830-1800 PRC Time
Mon-Fri excluding PRC public
holidays
0830-1800 Central Indian
Time
Mon-Fri excluding India
public holidays
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Customer Contact
It is recommended that Customer provides a list of contact persons AIRCOM can liaise with
for various AIRCOM products.
ENTERPRISE ADMINISTRATOR
ASSET
ARRAY WIZARD
ADVANTAGE
CONNECT
RANOPT
OPTIMA
DATASAFE
WEB WIZARD


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AIRCOM S & M Services
Under the SLA, Customer is entitled to the following S&M services. Details of each of these
services are found in subsequent sections. AIRCOM Support will be the direct point of
interface on questions related to AIRCOM products. Where required, AIRCOM Support will
interface with its internal departments on Customers questions.


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4.1 AIRCOM Assist Website

Customer is given secured AIRCOM Assist website logon account with unlimited
access per user. Verification of the account can be done by following below steps.
Customer receives AIRCOM Assist Website
Account Logon Details
(Please email your regional support center if
account per user has not been provided or more
user accounts are required)
Browse to URL https://www.aircomassist.com/
Enter User Name

Enter Password
Click Login
Click on Mailing Lists to subscribe/unsubscribe to

new patch/release notification email (Optional)


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4.2 Software Installation, Maintenance & Upgrade

Customer is entitled to software installation, regular patch or version upgrades.
Customer can subscribed to the mailing lists to be informed of new patch/version
release via email and download from AIRCOM Assist Website. If AIRCOMs
assistance is required, it will be provided remotely via virtual on site support called
GoToAssist.
On the AIRCOM Assist Website home page, click ENTERPRISE Suite
Downloads for new version or ENTERPRISE Patch Downloads for new patch.
4.3 Data Migration & Conversion via Power Tools

Data Migration (eg Site Data) and Conversion (eg Map Data and Files), where
possible, is a one-time activity done during product delivery, and might involve the
use of AIRCOM Power Tools. Customer is entitled to free and unlimited usage of
Power Tools on an unsupported basis.
On the AIRCOM Assist Website home page, click Powertool Downloads and
select appropriate power tool.


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4.4 User Reference Guide

Customer is entitled to free download of User Reference Guides. These guides
are also available on machines with ENTERPRISE software installed, typically at
C:\Program Files\AIRCOM International\ENTERPRISE 6.2\Docs.
On the AIRCOM Assist Website home page, click User Reference Guides and
select appropriate User Reference Guide to download.


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4.5 Online Helpdesk (UTS Calls, Defect & Enhancement Tracking)

Customer can use Online Helpdesk called UTS, an AIRCOM Call Logging and
Tracking System to
Log a New Call
View Active UTS Calls
View Closed UTS Calls
View Active Bugs (Defects)
View Closed Bugs (Defects)
View Active Enhancement Requests
View Closed Enhancement Requests
Power Search for UTS Calls, Bugs (Defects) or Enhancement Requests
View Helpdesk Statistics
View Dashboard with Active Calls and Bugs (Defects) on one page
On the AIRCOM Assist Website home page, click Online Helpdesk and select
appropriate action.


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A detailed description on how UTS Calls are managed can be found in Appendix A
- Helpdesk Call Management and SLA Compliancy.
4.6 Knowledgebase
Customer can access knowledgebase to search for a variety of solutions.
On the AIRCOM Assist Website home page, click Knowledgebase and enter a
search word.


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4.7 GoToAssist
GoToAssist is a virtual on site support program used by AIRCOM to remotely
assist Customer in upgrading software, troubleshooting and resolving issues.
Customer may arrange for a GoToAssist session with AIRCOM support analyst via
email/phone call to appropriate support center.
4.8 Annual Support Report

An annual support report can be generated and sent to Customer on request.
This report contains UTS calls, defects and enhancements statistics,
benchmarked against the SLA timescales. It is a performance indicator on the
support services rendered to Customer and serves as a tracking report.


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4.9 Annual On-Site Support Visit

Depending on the SLA contractual agreement, AIRCOM can provide a one-time
annual on-site visit by support analyst to do a report based on the following:
Installation/Upgrade
o Enterprise Version
o Oracle Version (Server, Client and ODBC Driver)


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o
o
o
o
o
Database (Host Machine, Current Storage, Performance, Backup

Strategy)
Network (Network Configuration Diagram, Bandwidth) and Hardware
(Disk Space, Performance)
Operating System
Number of Concurrent Users
Licensing Strategy
Project Configuration
o Location of Map/User Data
o Users/Groups Permissions
o User Settings Strategy
Tool Usage
o Typical Daily Tasks/Workflow
o Site Database Size
o Prediction/Array Performance
Suggestions (Training, Citrix Implementation, Hardware/Software Upgrade)
List of Outstanding UTS/JIRA issues
Others (e.g. advise Customer on the use of 3 Party Integration/API/Custom

scripts and their implication on AIRCOM Enterprise Tools)

rd

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License Management
Customer must renew the software based licence every 12 months for security reasons, using
the Customer ID and Order ID provided by AIRCOM. A license expiration warning message
will automatically be displayed when Customer launches AIRCOM software and license is
about to expire (30 days before expiry by default).
Please follow below steps for license renewal via online web based fulfilment services.
Step 1:
On the license server, launch C:\Documents and Settings\All Users\Start
Menu\Programs\AIRCOM International\Licence Server\Software Licence Fulfilment Wizard
(Alternatively, click Start -> All Programs -> AIRCOM International -> ENTERPRISE V6.2 ->
Licensing Tools -> Software Licence Fulfilment Wizard)
Select Yes, use online web based fulfilment services. Click Next.
Step 2:
Select Renewal. Click Next.


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Step 3:
Enter the Customer ID and Order ID. Click Next.
Step 4:
The wizard will attempt to contact the AIRCOM licensing web server. Upon successful
renewal, click Save Licenses. The lservrc file must be saved to the


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Common folder of the Enterprise software setup (C:\Program Files\AIRCOM

International\ENTERPRISE 6.2\Common) for standalone license OR
network license server folder (C:\Program Files\AIRCOM International\Licence
Server) for network licenses


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Step 5:
Click Overwrite if existing file detected warning message appears. Click OK.


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Step 6:
This step is only applicable to network license.
For network license, restart the Aircom Software Licensing Server.


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Customer Responsibility
A successful and long term support relationship between Customer and AIRCOM can be
fostered with Customers help in the following ways:
Providing Customer Contacts as described in Chapter 3 Customer Contact or

informing AIRCOM of any change in Customer Contacts.
Ensuring Customer Contacts are adequately trained in the ENTERPRISE products.
When logging a call, provide information as described in Chapter 9.1 Logging a Call
and stating Customers preferred severity.
Providing information requested by AIRCOM, any supplementary information, time
and resource which will help in diagnosing problem or reproducing defects
rd
Informing AIRCOM of any 3 party interfaces to the ENTERPRISE products
databases to allow AIRCOM to assess the impact on ENTERPRISE products
operability and SLA.
Informing AIRCOM of any impending Vendor Interface upgrades or changes at least
6 weeks before the commencement.
Providing full remote administrator access to the servers running ENTERPRISE
products via VPN, dial-in access, GoToAssist or other method agreed with AIRCOM.
Providing data and any other information to AIRCOM for ENTERPRISE products
upgrade testing.
Renewing the software based licenses every 12 months when prompted to do so as
described in Chapter 5 License Management


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SLA Renewal Process
It is recommended that Customer renew the SLA on an annual basis to ensure a continuous
and uninterrupted support service from AIRCOM. The SLA renewal workflow is shown below.


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Upon renewal of SLA, AIRCOM will issue an S&M Certificate to Customer.


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Feedback
AIRCOM values your feedback. If our support service fails to meet your expectations, please
feel free to contact any of the following and an action plan will be developed.
Name
Ang Cheng Bee
Andrew Lee
Mark Geere
Contact
Designation
chengbee.ang@aircominternational.com
Support Manager
+65 63720548
(APAC)
andrew.lee@aircominternational.com
Software Solutions
+65 63720548
Director (APAC)
mark.geere@aircominternational.com
Global Product
+44 1932442000
Operations Director


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9 Appendix A - Helpdesk Call Management and SLA

Compliancy
AIRCOM aims to provide a high quality support service to Customer with compliance to the
target response and resolution times set out in the SLA via the use of UTS.
Support Options
Standard SLA Package
Response Time1
4 hours
Workaround Time1 (Emergency/High, Medium, Low Severity2)
3 / 6 / 15 working days
Resolution Time1 (Emergency/High, Medium, Low Severity2)
20 / 100 / 200 working days
Note 1 : Meanings of certain expressions above

Response Time
An average time between logging a call and a response from the

AIRCOM analyst either by email or telephone.
Workaround Time
Workaround is defined as restoring systems functionality

temporarily timed from allocation of the call to a workaround solution
(if any) provided by AIRCOM analyst.
Resolution Time
Resolution is defined as providing a long-term solution or a fix to a

defect logged in JIRA (AIRCOMs Defect/Enhancement Logging and
Tracking System) in a new version/patch release. Enhancement
request does not have a resolution time.
Note 2 : Classification of Severity

Severity
Emergency
(equivalent to
Definition
Complete loss of functionality of the product, unable to perform any
activities with the tools, e.g.:
Blocker in JIRA,
once logged as a
defect in JIRA)
High
(equivalent to
Total loss of functionality of the tool(s)

Critical crash which prevents all tool activity
Database inaccessible
Major problem with tool upgrade
Loss of functionality of part of the product, normal tool activities or

work flow processes are severely affected, e.g.:
Critical in JIRA,
once logged as a
defect in JIRA)

Recoverable crash
Unsolvable Database integrity problem
Severe database problem affecting several users
Severe performance problem
Totally wrong tool result or calculation
Key tool functionality not working

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Note 2 : Classification of Severity

Severity
Definition
Medium
(equivalent to
Problems with part of the functionality of the tools, workaround

solution is available and work flow activity can continue, e.g.:
Major in JIRA,
once logged as a
defect in JIRA)
Low
Documentation is completely wrong requiring detailed

technical response
Solvable Database integrity problem

Some tool functionality is giving misleading data
GUI not working correctly
Documentation does not describe the tool or its functionality
correctly
Minor database problem affecting a small number of users
Technical question
Trivial problem with little or no effect on activities within the tools, e.g.:
(equivalent to
Minor in JIRA,
once logged as a
Loss of preferences
Cosmetic GUI problems
Minor technical question
defect in JIRA)
Every call that is logged is given a UTS number and severity classification by AIRCOM
analyst based on AIRCOM guideline unless mutually agreed initially with Customer.
The following workflow approach has been adopted to ensure all calls are managed in a
controlled manner and consistent service is delivered to Customer. It is recommended that
Customer understands the workflow.


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Customer Logs a Call

Email
Help Desk
Phone
UTS Call No and AIRCOM

Analyst Assigned
AIRCOM Analyst Analyses

Call
More Information
Required from
Customer?
Customer shall provide the following information when logging a call

Callers Name, Organisation and Contact Details
Application Name, Version and Patch
Oracle Database Version and ODBC Driver Version
Operating System and Service Pack
A full description of the problem detailing
- symptoms including error messages
- steps performed leading up to the problem
- whether problem is repeatable
- whether problem occurs on all or single machines
- any screenshots, data files, database dumps or other relevant information required to understand and
reproduce the problem
- severity classification (high, medium, low)
Call will be closed should there be no response from
Customer after numerous emails.
Customer
AIRCOM Analyst
Yes
No
Responds?
Closes UTS Call
Customer can email using the
same UTS No to reopen a call.
Yes
AIRCOM
Analyst Emails
Customer
No
UTS Call set to

Awaiting
Customer
No
Defect/
Enhancement?
No
AIRCOM Analyst
Emails Solution to
Customer
Customer Accepts
Solution?
Workaround Time
(3 / 6 / 15)
Yes
Yes
AIRCOM Analyst Logs Defect (where

reproducible) /Enhancement in JIRA
AIRCOM Analyst Emails Customer on

Defect/Enhancement ID
Priority
Due Date (applicable only to Defect)
Workaround (if any)
Customer Accepts
Priority and Due Date?
No
AIRCOM Analyst
Escalates Defect
Yes
Yes
Call Transferred to
AIRCOM R&D
Resolution Time
(20 / 100 / 200)
(applicable only
to defect)
Defect/Enhancement
Resolved and New
Version/Patch Released
No
AIRCOM Analyst emails Customer that defect/enhancement has been fixed/implemented.
If Customer wants to deploy themselves, AIRCOM Analyst will instruct Customer on
Where to download Version/Patch
How to do appropriate backup and install Version/Patch
If Customer wants remote assistance, AIRCOM Analyst will schedule a date to do remote
deployment.
Customer Accepts New

Version/Patch
UTS Call Logging and Tracking System
JIRA Defect/Enhancement Logging and Tracking System


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9.1 Logging a Call

Customer shall provide the following information when logging a call via email, online
helpdesk or phone
Callers Name, Organisation and Contact Details
Application Name, Version and Patch
Oracle Database Version and ODBC Driver Version
Operating System and Service Pack
A full description of the problem detailing

o symptoms including error messages
o steps performed leading up to the problem
o whether problem is repeatable
o whether problem occurs on all or single machines
o any screenshots, data files, database dumps or other relevant information
required to understand and reproduce the problem
o severity classification (high, medium, low)
It is recommended that problems which are not directly related be logged under
separate calls to facilitate easy tracking.
To log a call via email, Customer may use the following email template.


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To log a call via AIRCOM Assist Website Online Helpdesk, Customer can click Log a
New UTS Call.
Select Caller Name, Product, Version/Build, Oracle Version, ODBC Version,

Priority and Patch.
Enter Brief Description of Problem, Problem Details and Add Attachment (if any).
Click Submit.


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9.2 Escalating a Call

Customer can escalate a call should the problem seriously impairs its business during
initial logging (see Section 9.1 Logging a Call) by
stating Priority (e.g. High, Medium) when logging via email
choosing Priority (e.g. High, Medium) when logging via AIRCOM Assist
Website Online Helpdesk.
informing AIRCOM analyst when logging via phone
Any call escalation must be mutually agreed between Customer and AIRCOM.
9.3 Reopen a Call

Customer can reopen an existing call if unsatisfied with the solution provided by the
AIRCOM analyst via
email to its local regional AIRCOM support center, with the email subject
containing the UTS number
phone call to its local regional AIRCOM support center, quoting the UTS
number


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9.4 Close a Call

A UTS call is closed when
Customer is satisfied with the solution provided.
Customer does not respond to AIRCOM analysts repeated emails
problem cannot be reproduced or no longer exists
9.5 Checking a Defect

Any UTS call logged that has been diagnosed as a defect is logged into JIRA
(AIRCOMs Defect/Enhancement Logging and Tracking System) and given a unique
JIRA identity (ID). Customer will be informed of the JIRA ID and severity under the
original UTS number. Defect is usually fixed by R&D within the resolution timeframe.
To check the status of a defect, Customer can
number
9.6 Escalating a Defect

Customer can request for defect escalation (severity from minor -> major/critical or
major -> critical) should the defect seriously impairs its business via
number
Once a defect is escalated and mutually agreed between Customer and AIRCOM, it
is usually fixed by R&D within the shortest possible timeframe.
9.7 Checking an Enhancement (New Feature) Request

Any UTS call logged that has been diagnosed as an enhancement is logged into
JIRA (AIRCOMs Defect/Enhancement Logging and Tracking System) and given a
unique JIRA identity (ID). Customer will be informed of the JIRA ID and severity under
the original UTS number. Enhancement is not subjected to the SLA resolution time
and is given an open date to be implemented by R&D. To check the status of an
enhancement, Customer can
number
AIRCOM reviews Customers enhancement request on a periodic basis.
Implementation of the enhancement is at AIRCOMs discretion. Factors such as the
benefits the enhancement will bring to AIRCOM and Customer, and the time taken
and resources required to implement the enhancement will affect the enhancement
implementation timeline. In scenarios where it is impossible to implement the
enhancement, AIRCOM will provide Customer with the reasons.


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9.8 Escalating an Enhancement (New Feature) Request

Customer can request for enhancement escalation (minor -> major/critical or major ->
critical) should the enhancement be important to its business via
number
AIRCOM will review Customers enhancement escalation. However, implementation
of the enhancement is at AIRCOMs discretion.
9.9 Paying for an Enhancement (New Feature) Request

Customer may request paying for an enhancement to speed up its implementation via
number
Upon reviewing the enhancement, AIRCOM will provide quotation and timeline to
Customer if implementation is possible.
9.10 Deploying a New Version or Patch

AIRCOM will contact Customer once the defect is fixed or the enhancement has been
implemented. This usually requires a patch or version upgrade. Customer may do the
deployment themselves, with instructions from AIRCOM or schedule a date for
AIRCOM to do remote deployment via GoToAssist.


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Customer Support Guide 31July2010

Author: AIRCOM International