Client Support Handbook
SECTION 1 - BIGFOOT’S CLIENT SUPPORT COMMITMENT:
Philosophy:
We recognize that clients expect software products to provide solutions to their business problems. The reality is that software products alone cannot accomplish this—it takes people and processes to provide a complete solution.
Purpose:
The purpose of Bigfoot Technologies Client Support is to provide the technical resources required for successful implementation and usage of our software products.
Goal:
It is our goal to achieve a level of support excellence that exceeds our clients' expectations and differentiates Bigfoot Technologies in the marketplace
Charter:
In keeping with this goal, we present the Bigfoot Technologies Worldwide Client Support Charter. Written by our dedicated Support Engineers and Analysts, this charter is the foundation of how we view our relationship with clients.
§ We are a partner with our clients, dedicated to success and excellence.
§ We are committed to responding to clients in a timely manner.
§ We are always professional and treat every Client with courtesy and respect.
§ We are advocates, within Bigfoot Technologies, for product quality and Client satisfaction issues.
§ We honor our commitments and are accountable for our actions.
§ We base our success on our clients' standards, not ours.
§ Each Client is treated as a friend with a problem, allowing us the opportunity to improve our product or services.
SECTION 2 – PURCHASING SUPPORT & DETERMINING ELIGIBILITY:
Am I Eligible To Receive Assistance From Bigfoot Technologies Client Support?
You are eligible to use Bigfoot Technologies Client Support for assistance with your issues and requests if you have or are:
- Purchased a supported application or product directly from Bigfoot in the last 6 months.
- A client who is current with the payment of your Support & Maintenance Agreement (SMA) annual fees, as outlined in your Bigfoot Support & Maintenance Agreement or in your Bigfoot Software Purchase Agreement, and Using Bigfoot Technologies product and versions that are currently supported by Bigfoot Technologies Client Support.
- A potential direct purchase Client who is currently conducting a Bigfoot Technologies product evaluation in which an evaluation contract is in place. (Unless otherwise stated, product evaluations are covered under Standard Support.)
- A Bigfoot Technologies employee requiring assistance on a customer-related, installation and/or usage issue.
- A certified Bigfoot Technologies Business Partner requiring assistance on a customer-related, installation and/or usage issue.
How do I purchase Bigfoot Technologies Support?
Directly from Bigfoot:
A SMA is purchased when a Bigfoot Technologies product is initially purchased. When the SMA has expired, you can continue to use the currently installed software, but you will not be able to upgrade to the next version that we release until you purchase a new 12, 24 or 36 month SMA. You don’t have to buy your next SMA concurrently, but if we make a major release during the period when the product license does not have a valid SMA, you will need to buy an upgrade to the new version at a higher charge.
From a Third Party (Reseller, Partner or Distributor):
A SMA is purchased when a Bigfoot Technologies product is initially purchased. Your reseller, partner or distributor will advise you what support terms are available from them. If you wish to also obtain a Bigfoot Select or Premium Support plan from the third party, please make sure to request this type of service prior to purchasing your support package. The type of support included is dependent upon how you purchased the product. At the end of this support period, you may renew support. Please note that terms and availability may vary.
Who to Contact to Purchase Support or Obtain Eligibility.
Purchasing Support Directly From Bigfoot:
To purchase a new SMA, a support renewal or to upgrade your support plan please contact your Bigfoot Technologies sales representative or email sales@bigfoottech.com
Purchasing Support From a Third Party:
To purchase a new SMA from a third party, please contact that third party directly.
Verifying Eligibility:
To verify that you have a Bigfoot SMA send an email to support@bigfoottech.com.
Renewal Schedule:
Please consult your SMA, purchase agreement or your Account Manager for any questions you have about your SMA renewal schedule, to obtain a copy of your SMA contract or invoice, or to obtain instructions on how to pay your SMA invoice. You can also send an email to support@bigfoottech.com about any questions you have regarding your renewal schedule.
Are all Bigfoot applications eligible for the three levels of support?
Not all of applications are eligible for Select or Premium Support. Please ask your Bigfoot Technologies sales representative at the time of purchase or email sales@bigfoottech.com
SECTION 3 - SUPPORT LEVEL BREAKDOWN & COMPARISON
Product support is a critical component of a company’s success. Ensuring that clients are happy with their purchases and are willing to buy again affects both the bottom line and a company’s reputation.
Because Bigfoot understands the needs of each company vary we offer three levels of Support, Administration, and Maintenance; Standard, Select and Premium. The table below compares features and service levels for each.
Support Features Comparison Table
|
Technical Support
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Standard
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Select
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Premium
|
|
Response Time
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2 business days
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1 business day
|
5 business hours
|
|
Incident Limit
|
50
|
150
|
Unlimited
|
|
Knowledge Base Portal
|
Included
|
Included
|
Included
|
|
Online Help Desk
|
Included
|
Included
|
Included
|
|
Live Phone Support
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9:00am-5:30pm (EST)
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9:00am-5:30pm (EST)
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9:00am-5:30pm (EST
|
|
Priority Queue and Case Routing
|
|
|
Included
|
|
Toll-Free Access
|
|
|
Included
|
|
Bigfoot Engineering-level Integration Support
|
|
|
Included
|
|
Maximum Number of Users
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15
|
50
|
150
|
|
|
|
|
|
|
Product Maintenance
|
Standard
|
Select
|
Premium
|
|
All Major Version Releases
|
Included
|
Included
|
Included
|
|
All Minor Updates and Releases
|
Included
|
Included
|
Included
|
|
All Security Upgrades & Patches
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Included
|
Included
|
Included
|
|
|
|
|
|
|
Administration & Training
|
Standard
|
Select
|
Premium
|
|
Health Check
|
|
Annual online
|
Semi-annual online
|
|
Administration
Bigfoot Technologies performs necessary application administration services on your behalf.
|
|
Limited
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Upon Request
|
|
Pre-Release Training
|
|
on-line
|
on-line
|
|
Post-Release Training
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|
|
on-line
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SECTION 4 - BEFORE CONTACTING SUPPORT:
Please consider or collect the following information prior to contacting client support:
Be sure you have referenced to your online Knowledge Base or User Guide as they tend to quickly answer many support questions.
If contacting client support, please note that client service representatives (CSR) ask a number of standard questions before troubleshooting your issue. Having the information available will help reduce the resolution time.
Define the problem
- Be able to articulate the symptom(s) of the problem
- Provide any error messages or error output associated with the issue
- Provide as many details related to the issue as possible
Gather relevant information
- Determine associated software products and versions
- Determine the Operating System and/or Database (if applicable) platform and version
- Determine if this problem has occurred before, or if this is an isolated incident
- Determine what occurred before the problem was detected
- Determine if any changes have been made recently to the system
Determine the business impact
Determine how this affects your system and your ability to meet your business needs
Collect the proper contact information
- Bigfoot Technologies Client ID
- Appropriate phone number and e-mail address
Your preference of return correspondence:
- By phone or e-mail (alternate phone numbers, if possible)
- If not responding to you, the name and contact information for the person Bigfoot Technologies Client Support needs to contact
SECTION 5 - PRODUCT MAINTENANCE AND VERSION UPDATES:
Receiving product maintenance and version updates:
When a new version, product update, security upgrade or patch is released, the client’s internal system administrator or pre-determined IT support person will be notified. In most cases, the client contact will receive an email with a link to initiate a download from one of our ftp: sites. Please note: this process may vary from application to application. Clients using hosting services will receive updates automatically and will need no interaction.
Obtaining a Decryption Key, License Key, Security Code or Unlock Code:
When you have purchased a Bigfoot Technologies product (either directly or through a third party) the decryption key or install password should be included in the package. If you have downloaded the product please contact Bigfoot’s Client Support for the decryption key or install password.
As you are installing the product you will be asked for an unlock code or security code or license key. You can obtain any of these by contacting Bigfoot’s Client Support (regardless of where you purchased the Bigfoot Product).
SECTION 6 - HOW TO CONTACT SUPPORT:
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Contact Method
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Contact Information
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Availability
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When to Use
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|
Online Help Desk
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http://bigfoottech.com
(Support Tab) or
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24/7 submission acceptance. Responses and resolutions are 9:00 am to 5:30 pm Eastern US time, Monday-Friday, excluding US Holidays
|
You should always attempt this method first. Appropriate for all incidents. Use to create a new incident or to review an existing one.
|
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Telephone
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877.879.3319
then press <310>
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9:00 am to 5:30 pm Eastern US time Monday-Friday, excluding US Holidays.
For Select and Premium Support clients use the 24/7 number provided in you SMA for critical resulting after hours.
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Appropriate for all incidents
|
|
Fax
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877.879.3319
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24/7 submission acceptance. Responses and resolutions are 9:00 am to 5:30 pm Eastern US time, Monday-Friday, excluding US Holidays
|
Appropriate for all incidents
|
|
Email
|
|
24/7 submission acceptance. Responses and resolutions are 9:00 am to 5:30 pm Eastern US time, Monday-Friday, excluding US Holidays.
|
Appropriate for all incidents
|
SECTION 7 - END-OF-SUPPORT POLICY
End-of-Support Policy:
The goal of the Bigfoot End-of-Support Policy is to increase client satisfaction and service levels by providing a predictable, orderly transition from previous products/versions to current Bigfoot products/versions. We will proactively notify our clients of products that fall under our End-of-Support Policy through email or through the support section of Error! Hyperlink reference not valid. The Bigfoot End-of-Support Policy is based upon the overall Bigfoot withdrawal of software and services from marketing. The following is a summary of the Bigfoot Technologies policy and outlines our strategy for existing Bigfoot Technologies products.
End-of-Support:
End-of-Support for a Bigfoot product means that the product is no longer sold, supported, updated, patched or maintained. End-of-Support of a product may be judged on its own merit, profitability or client satisfaction. General criteria regarding End-of-Support can be based upon: a replacement product or maintenance release becomes available; worldwide marketing and/or client demand has ceased; and/or other issues. The End-of-Support statement will be issued six (6) months before Bigfoot will cease support (online, email and phone) for the product.
Extending Support for an Unsupported Product:
Bigfoot recognizes that there may be unique situations where a client is not able to migrate to a supported product version prior to an End-of-Support date. Bigfoot may, at its discretion, extend support (through a new Support & Maintenance Agreement at an additional fee) for a withdrawn release to customers who are current on Bigfoot Support & Maintenance Agreement. Support for a product will be considered and provided on an individual Client basis. Typically, Bigfoot will agree to extend limited maintenance and support providing fixes for critical problems only. The cost of this extension will be determined after assessing the internal cost of delivering such support for the period of time requested.
Support for Customized Products or Projects:
Additionally, Bigfoot recognizes that there may be unique situations where a Client is not able to migrate to a supported product version after having customization work performed by Bigfoot. Bigfoot may, at its discretion, extend support (through a new Support & Maintenance Agreement at an additional fee) for customized work to customers who are current on Bigfoot Support & Maintenance Agreement. Support for a product will be considered and provided on an individual Client basis. Typically, Bigfoot will agree to extend limited maintenance and support providing fixes for critical problems only. The cost of this extension will be determined after assessing the internal cost of delivering such support for the period of time requested.
SECTION 8 - ADDITIONAL TRAINING OPTIONS
Although all of our support and maintenance agreement includes some level of training, we also offer the option to purchase additional training solutions to fit your needs. As individuals move in and out of your organization, ongoing training becomes critical. Additionally, as our suite of tools continues to grow and expand features, it is critical that your key personnel stay informed of the new capabilities to ensure that your company always keeps up with the ever-changing technology.
Self Serve – Training Videos
Our knowledge base provided extensive documentation of our processes and application functionality. It also includes short learning and “how-to” videos designed to train the user on how-to perform the respective functions with in the application. Access to the knowledge base is available at no cost to all registered users of Bigfoot applications. Videos not available for all applications.
Online Training
Our online training seminars are intended to serve as a cost effective solution. We offer two types of online courses:
1. Our tow hour Express course intended to provide users with a comprehensive overview of the application while focusing on key functions and features most commonly used. Course size is limited to six users.
2. Our four hour course is designed to thoroughly cover the application and provide adequate time for in-depth questions and user participation. Course size is limited to six users.
Bigfoot provides the online meeting and conference call-in number.
On-Site Training
When training larger numbers of users, Bigfoot provides training at the Client site(s) or alternate location (hotel, convention center, etc.). Training courses are designed to last half a day or a full day depending on the client’s needs.
» Client is responsible for providing the location and PC’s necessary for its users.
» Client will be billed a flat fee per location per day plus travel and expenses.
» No more than two training classes per day.
» This fee provides 1 trainer for up to 12 attendees.
» Bigfoot will make all travel arrangements for the trainer(s) and additional support staff. Additional support staff is required to facilitate larger classes. They will be used in a support role only and will not serve as a trainer. The need and/or use of support staff will be determined by Bigfoot and may posse an additional charge.
Onsite training requires a preparation lead time of 21 days. The fees are doubled for training classes scheduled with less than a 21 day lead time. For onsite training classes cancelled outside 21 days, Bigfoot will apply the unused, recoverable portion (less penalties, if applicable) of the training fee to a future training session(s). Onsite training sessions cancelled less than 21 days from scheduled date are non-refundable.
*Note: client’s account must be in good standing to be eligible for training.
SECTION 9 - SUPPORT TERMS & DEFINITIONS
TECHNICAL SUPPORT
RESPONSE TIME
When Bigfoot Technologies (Bigfoot) clients experience technical difficulties, they can count on us to respond in a timely manner. We will respond to their support need within the time frame indicated in the support table. Response time depends on the level of support selected.
INCIDENT LIMIT
Bigfoot is committed to meeting the support needs of its clients and does not limit the number of incidents they can submit.
KNOWLEDGE BASE PORTAL
Clients can use the Bigfoot online knowledge base pertaining to their application, which is frequently updated so even advanced users can increase their knowledge.
Knowledge base resources include FAQ’s, Product Manuals, Release Notes, Installation Guides, training webminars and Discussion Forums. Using the Web, you may download and install code fixes, updates or open a new incident report. Additional information includes articles written by Bigfoot Technologies engineers, Newsletters, Alerts and General News. Note that resources vary by application.
To access your knowledge base, click on the help or knowledge base icon/button/link within your application. Clients can also click the Support link in the application to instantly submit a support incident request.
ONLINE HELP DESK
To facilitate quicker incident resolution times we suggest you use our online help desk. A technical support incident can be opened 24/7. Live online support is available during normal phone support hours. Incidents entered after 3:00pm (EST) will be answered the following business day. Visit the support tab of http://bigfoottech.com or help desk icon/button within your application.
LIVE PHONE SUPPORT
Bigfoot’s technical support staff are experts at assisting clients and are available from 9:00am-5:30pm (EST). On-call assistance is available to Select and Premium clients 24/7 for system critical issues only. A systems engineer(s) is always on call.
PRIORITY QUEUE & CASE ROUTING
Hold times are shorter and resolution faster for Select and Premium callers because their calls have priority in the phone and online queue.
TOLL-FREE PHONE ACCESS
Premium clients calling from the U.S. or Canada can use toll-free support number.Toll-free number can be found in your Purchase agreement or in your Support & Maintenance Agreement.
BIGFOOT ENGINEERING-LEVEL INTEGRATION SUPPORT
Premium Support includes access to an engineering expert who is available to support clients with integration issues. This excludes changes in client requirements discovered after the original acceptance of integration code.
PRODUCT MAINTENANCE
ALL MAJOR VERSION RELEASES
Clients will receive all major releases. The client’s internal system administrator or pre-determined IT support person will be notified that a release is available. In most cases, the client contact will receive an email with a link to initiate a download from one of our ftp: sites. Please note: this process may vary from application to application. Clients using hosting services will receive updates automatically and will need no interaction.
ALL MINOR UPDATES & RELEASES
Clients will receive all minor updates and releases. The client’s internal system administrator or pre-determined IT support person will be notified that a release is available. In most cases, the client contact will receive an email with a link to initiate a download from one of our ftp: sites. Please note: this process may vary from application to application. Clients using hosting services will receive updates automatically and will need no interaction.
ALL SECURITY UPGRADES AND PATCHES
Clients will receive all security upgrades and patches. The client’s internal system administrator or pre-determined IT support person will be notified that a release is available. In most cases, the client contact will receive an email with a link to initiate a download from one of our ftp: sites. Please note: this process may vary from application to application. Clients using hosting services will receive updates automatically and will need no interaction.
ADMINISTRATION AND TRAINING
HEALTH CHECK
Your support administrator will conduct a health check to determine if your company is using the Bigfoot application to its full advantage. This may include interviews with people within your organization to understand how you are currently using the application(s). You will receive a health check report that identifies additional benefits that may be available from your Bigfoot application(s).
ADMINISTRATION
The services of an expert Bigfoot systems administrator are included in our Select and Premium support levels. Bigfoot performs necessary application administration services on your behalf. These services include creating reports, custom fields, modifying user profiles, and more. (Services vary by application; contact your Bigfoot account manager for a full list of administration services available for your application.)
Select clients can choose from one the following two options:
Client chooses to keep all system administration internal
Client chooses Bigfoot support to serve as a co-system(s) administrator and assist with administration tasks when demand is high or client’s internal system administrator is unavailable. (This option requires client to have a designated systems administrator internally.)
Premium clients can choose from one the following three options:
Client chooses to keep all system administration internal
Client chooses Bigfoot support to serve as a co-system(s) administrator and assist with administration tasks when demand is high or client’s internal system administrator is unavailable. (This option requires client to have a designated systems administrator internally.)
Client chooses Bigfoot support to serve as the dedicated system(s) administrator and perform all administration tasks. (Contact your Bigfoot account manager for a full list of administration services available for your application).
PRE-RELEASE TRAINING
Select clients are entitled to one (1) complimentary on-line training workshop. This workshop can be used prior to deploying the application or within the first four (4) months after deploying the application. Workshop conducted via a web meeting.
Premium clients are entitled to one (1) complimentary training workshop. This workshop can be used prior to deploying the application or within the first four (4) months after deploying the application. Workshop is available onsite or online (via a web meeting). Note: Travel, accommodations, and expenses not included and will be billed to client.
Additional training workshops can be purchased, contact your Bigfoot account manager for pricing and availability.
POST-DEPLOYMENT TRAINING
Select clients are entitled to one (1) complimentary post-deployment on-line training workshop per contract year. Workshop conducted via a web meeting.
Premium clients are entitled to one (1) complimentary post-deployment training workshop per contract year. Workshop is available onsite or online (via a web meeting). Note: Travel, accommodations, and expenses not included and will be billed to client.
Additional training workshops can be purchased, see training solutions tab for details.
ASSIGNED CLIENT SERVICE REPRESENTATIVE (CSR)
Premium Support includes an assigned CSR, a Bigfoot resource to whom all calls and incidents are consistently routed. An assigned CSR is a Bigfoot champion who is familiar with the client’s organization, setup, and processes. Premium clients have a CSR who provides services to a handful of clients concurrently. The largest clients may be eligible for a 1-to-1 CSR relationship.
ACRONYMS & ABBREVIATIONS
SMA - Referrers to a Service & Maintenance Agreement
CSR - Referrers to a Client Service Representative
Product - The words software, application and product are often used interchangeably.
24/7 - The term used to describe the after hours On-call assistance available to Select and Premium clients 24/7 for system critical issues only 24 hours per day, seven days a week, 365 days a year. Bigfoot’s technical support staff is available from 9:00am-5:30pm (EST). A systems engineer(s) is always on call.
Bigfoot Technologies L.L.C. – may also be refereed to as Bigfoot, Bigfoot Technologies, we and us.