P2 Support Strategy
Pearson Global ELT Technical Product Support
V2.0
Agenda
Item
2
1.
Background & Objective
2.
Support scenarios
3.
Support model
4.
Tier 1
5.
Tier 2
6.
Tier 3
7.
Tier 4
8.
Roles and responsibilities
9.
Summary
10.
Questions
Background & Objective
Site
Roll-out date
Global
Oct. 2011
The ELT Global Web Portal (P2) will be supported by Pearson Technology (PT US/UK)
and the Global ELT Support teams once it goes live.
The overall purpose of this document is to define support services and processes that
will be provided by PT US/UK and Global ELT Support teams. This will help to reduce
/ remove potential areas for service failure by clarifying ownership, any existing
misunderstandings, and by identifying and filling any service ‘gaps’.
3
Support Scenarios
Scenarios for teacher support
•
A teacher has a problem logging in to P2.
•
A teacher trying to purchase a subscription is having problems doing so.
Scenarios for business user support
•
A UK PEI marketing person wants to set up a new ELT marketing initiative
for customers on the P2/ELT website. They are not quite sure how to do it,
although they know a bit about Aprimo.
•
Reports are coming through that the search on P2 isn’t finding things it
should be and it appears there is something wrong/buggy with the search
function.
•
Ecommerce stops accepting new orders.
4
Support model
•
A 4 Tier support model will be used.
Tier I
Local Language
Support Teams
(Italy, Brazil,
Korea, etc.)
Tier 2
Global ELT
Support Teams
& Global SME
Support
Tier 3
Developer
Support
(PT US/UK)
This involves:
• T1 – Local Language Support Team (where applicable)
• T2 - Global ELT Support Teams & SME (www.PearsonELTSupport.com)
• T3 – Pearson Technology Support – UK/US
• T4 – Software Vendor Support (HCL, Aprimo)
5
Tier 4
(Vendor
Support)
Tier 1 – Local Language Support Teams
•
•
•
Tier 1 is our starting point or initial point for all support of the P2 system, ie. to
internal business users and to external users, especially teachers.
Tier 1 will be provided by local offices where applicable.
Support is requested via the P2 website knowledgebase item which will auto-direct
customers to the (PearsonELTSupport.com)
•
Customer
Support
Requests
6
Tier 1
Local
Language
Support Team
Common Types of Issues:
– Website registration help
– Forget login name and password
– Need product information, correlations, pricing, etc.
– Computer configuration / environment issues.
– Newly discovered software and system bugs.
– Answering other common questions / FAQs.
Tier 2 – Global ELT Support Team & SME Support
•
•
•
•
Tier 2, handled by the Global ELT Support Teams (UK, US, & Hong Kong) will pick up the support
escalation and exhaust all possible efforts to resolve this issue. If issue cannot be resolve, Tier 2
will escalate to SMEs (Subject Matter Experts)
SMEs, part of Tier 2 support, support tickets passed to them by the Global ELT Support Teams.
The SME exhaust all possible efforts to resolve this issue. If issue cannot be resolve, support tickets
to Tier 3 (PT US/UK Technical Support Owners).
SME Experts will escalate calls by opening tickets in either:– The Remedy system for PT UK or
– ChangePoint for PT US.
•
Customer
Support
Requests
7
Tier 1
Local Language
Support Teams
Tier 2
Global ELT
Support Team
& SME Experts
Common Types of Issues:
– Website registration help
– Forget login name and password
– Need product information, correlations, pricing,
etc.
– Computer configuration / environment issues.
– Answering other common questions / FAQs.
– Creating new templates and Data issues
– Vista Issues -- Customer Services
– EPM Issues -- EMEA Product Information Team
– Newly discovered software and system bugs
escalations
Tier 3 – Application and Technical Support (PT UK/US)
•
•
Tier 3 Support will be provided by Pearson Technology Groups (UK & US)
PT will appoint a ‘single point of contact’ Technical support Owner for co-ordination
and will ensure that Tier 3 calls are dealt with.
•
Customer
Support
Requests
8
Tier 1
Local
Language
Support
Teams
Tier 2
SME
Experts
Tier 3
PT
UK/US
Common Types of Issues:
– Newly discovered software and
system bugs escalations
Tier 3 – Application and Technical Support Workflow Diagram
9
Tier 4 – Software Vendor Support
•
•
•
PT will co-ordinate any issues requiring software vendor engagement.
Any changes required to the software and the associated costs will be
agreed with the vendor by the technical teams.
Any planned outages will be communicated via the single point of contact
within PT.
•
Customer
Support
Requests
10
Tier 1
Local
Language
Support
Tier 2
Global ELT
Support
Team & SME
Experts
Tier 3
PT UK/US
Tier 4
Vendor
Common Types of Issues:
– Newly discovered software
and system bugs
escalations
Summary of Support Process
•
•
•
•
•
•
11
FAQs/Knowledgebase: Customers will first click on Help/Support for technical
assistance. This will bring the customer to the system FAQs/Knowledgebase items page. If
issues cannot be resolved via FAQs/Knowledgebase items, the customer would click on a
link to request support via the Global ELT Technical Support website
www.PearsonELTSupport.com
Tier 1 (Local Language Support where applicable): Tier 1 escalates support tickets to Tier
2 issue they cannot support, translating them to English where required.
Tier 2 (Regional Support Team) will pick up the support escalation and exhaust all possible
efforts to resolve this issue. If issue cannot be resolve, Tier 2 will escalate to Tier 2
(System Engineers).
Tier 3 (System Engineers) Technical Support Owners receive and triage tickets to the
appropriate application support or integration engineer.
Tier 3 will maintain communication with Tier 2 staff at all times.
Tier 2 will maintain communication with Tier 1 staff or customer at all times.
Roles and Responsibilities – Support Process Awareness
•
12
Lester Holmes
– Will ensure Tier 1 & 2 points of contact are fully aware of the P2
Support and escalation process.
– Will ensure Tier 1 and Tier 2 personnel have access to the tools
(Support System) to enable them to raise and escalate issues.
• Bira Bains
– Responsible for ensuring Tier 3 and Tier 4 support in PT UK is
managed effectively.
• Bill Mills
– Responsible for ensuring Tier 3 and Tier 4 support in PT US is
managed effectively.
Questions?