Augusoft Lumens Customer Services

Transcription

1 Augusoft Lumens Customer Services Augusoft is dedicated to helping customers succeed on all fronts to get the most value out of Augusoft s core products and services. Our Customer Service staff is committed to providing you with the following outstanding customer services implementation training support Our system, your sucess. Enlighten your spirit.

2 Customer Services Overview At Augusoft, our primary goal is to provide our customers with outstanding customer services. To help achieve this goal and to optimize benefits to our customers, Augusoft provides implementation, training and support services for Lumens Lifelong Learning Management System. Outlined below are the features and benefits of each of these services. Implementation Services Implementation services begin when a new customer signs the Lumens License and Subscription Agreement. This implementation typically lasts for two to three months. During that period, an Augusoft Implementation Manager guides the customer through a successful implementation of the Lumens software, starting with a program assessment and planning session. This is followed by customized training which is determined by the software version purchased. This training ranges from 8 to 16 hours for three to six users. These users are identified as Lumens Power Users. Training is usually delivered over a period of one to two months. Upon completion of training, the customer builds the website with information such as categories, subcategories, courses, classes, instructors, locations, refund policies, etc. Implementation services are completed when the site is completely built and ready to accept registrations. Augusoft provides each customer with a customized staging website for training and practice purposes. Upon completion of training, the customer then receives a production website for conducting business. Implementation from Office or Home On-site Implementation Available Upon Request Training Services Augusoft offers a range of training and education services for customers on newly released features, as well as, customized training for newly hired staff. Refresher courses may also be requested at any time. In addition, new product upgrades and training are provided free of charge during scheduled online trainings as part of the product subscription agreement. Product upgrades are based on feedback received from clients and research gathered from industry leaders and market trends. Customized training options such as: individual/ group Webinars, Customized Webinars or On-site Workshops can be purchased. These training options can be delivered online or on-site, based on customer need or preference. See Lumens Training Brochure for more details. Support Services Augusoft defines Support Services as responding to reported system errors or usage related questions. Note: Augusoft does not provide support for software developed by a third party. When the need for Lumens assistance arises, Augusoft offers a variety of Support Services to answer inquiries and develop user expertise Optional Customized On-site or On-line Training 24/7 Access to Online Support

3 such as: online resources, the Power User Support Program, Tracker and Automatic Notifications. Online Resources Many application questions may not require direct assistance from Augusoft staff. For quick answers to a variety of support related issues, customers can easily go to the Customer Support Center, which is available in the Lumens Administrative Menu. Online User Guide - Access the online Lumens User Guide for immediate HELP. Online Knowledge Base - Search the Knowledge Base using key word searches to look for answers to frequently asked questions. Downloads - Various resource documents from release notes to training notes are available to be viewed, downloaded or printed. Product Advisory Boards Cutomizations to Augusoft s core products and services are based on feedback from clients and research gathered from industry experts and market trends. The purpose of the Product Advisory Board is to provide a forum for industry experts, clients and Augusoft technology experts so they may identify specific business requirements and determine how Lumens may be developed to satisfy those requirements. Augusoft clients are crucial to the successful creation and development of future Augusoft products and services. Power Users may apply to join a Lumens Product Advisory Board by simply contacting tim.scott@augusoft.net. Power Users The Power User Support Program from Augusoft, is designed to identify users interested in developing expertise in Lumens. These identified users will help customers maximize software benefits and establish a first level of assistance within each organization. Registered Power Users will enjoy the following benefits: Support Services Basic User Power User Case Limit Unlimited Unlimited 24/7 Online Tracker Submission Software Implementation and Training Made Easy Live Phone Support Free Upgrade Training Additional Administrative Functions Free Power User Refresher Training Regional Training Discounts Annual User Summit Discounts Product Advisory Participation Preferred Processing of Tracker Issues Our clients are in the education business, we are in the software business. Together, we can continue to deliver the finest lifelong learning management system available to make lives easier and more productive. I encourage you to submit wish list items and actively participate in a Product Advisory Board. Cem Erdem, President and CEO Augusoft, Inc.

4 To become a Power User, a staff member must meet ONE of the following qualifications: Staff person has participated in implementation training provided by Augusoft. Staff person has more than 12 months experience using Lumens. Every customer is encouraged to register Power Users, so they may take advantage of the benefits available in this program. (See Appendix A). The registration is deliberately kept exclusive to ensure optimum support for this key group of users. Refer to the table below for the number of Power Users allowed per software purchased. Additional Power Users may be trained and supported at rate of $500 per user, annually. This additional fee will be added to the annual subscription fee. Lumens Standard Lumens Pro Lumens Pro + Contract Training Lumens Workforce 3 Power Users 4 Power Users 5 Power Users 6 Power Users Any additions/changes made to a program s Power User list, must be provided via to Augusoft by one of the existing Power Users. Tracker Tracker is the preferred method for submitting support requests. There should be ONE subject or question per submission. All electronically submitted questions, application errors, or support requests are assigned a unique tracking number. Using Tracker provides a more efficient method for updating and tracking each issue within the software. Note: Please use this tracking number for future reference and follow-up when working with Augusoft. Augusoft can deliver faster service when all information has been provided. Please make sure as much information is gathered prior to submitting an issue. Sufficient details and/or documentation must be submitted for Augusoft to reproduce the error. Specific forms are available for submitting application errors, questions, file changes, graphic change and wish list requests (See Appendix B1- B2). The form used to submit tickets will prompt user to provide commonly required information. Receiving complete and accurate information is essential for customer support to understand and respond in a timely manner. Augusoft may contact a user if additional information is required or if there is a request for action by the user. In these cases, user response will be used to Annual User Summit - Great way to meet Augusoft Staff and other Lumens Users.

5 properly update the issue. If additional information is requested, the ticket will be assigned a Pending status. Lack of response from the user within two weeks, may result in closure of the ticket without further action by Augusoft. When all necessary information has been submitted in the ticket, Augusoft will make every effort to close tickets submitted as questions, file changes or graphic change requests within two working days. Likewise, tickets reporting application errors or wish list requests will be assigned to the appropriate Augusoft staff within two working days. Priority Description Chart Priority 1 Lumens is non-functional. Business is at a standstill error message occurs in critical function area. Priority 2 Issues affecting revenue generation via Lumens, or error messages in non-critical function areas. Priority 3 User questions or minor defects that do not affect the ability to function, or a defect where a workaround is available. In an effort to maintain reliable and productive Lumens software, code fixes will not be implemented in the production environment immediately. Fixes are implemented and tested in the staging environment throughout the week, then compiled and moved to the production environment late Sunday evening. This procedure allows for thorough testing, which results in increased stability of the software. Based on the urgency of the problem each ticket will be prioritized based on the Priority Description Chart. Automated Notifications Use of Tracker will generate automatic notifications at the following intervals: Priority 4 Cosmetic changes or add-ons that are not critical to operations. Many Pending cases will be classified as Priority 4 until sufficient information is available. Fast Fix Limited data changes, graphic changes or file uploads. Future Release Wish List items or requests that will be considered by the Lumens Product Management team for a future release. Contacting Augusoft Customer Services At the time the ticket is created - you will receive notification of the unique number assigned to your issue. When the ticket is closed - if any specific information must be shared with you, Augusoft Customer Support will provide that information via automatic notification. If for any reason a customer does not have access to Tracker, they may contact Augusoft via: support@augusoft.net Telephone (Toll Free) Our Customers Augusoft takes pride in the success of our customers. If you desire further information regarding customer services, please contact Augusoft at (612) or us online at support@augusoft.net. Fax Support Hours 7:00 AM 6:00 PM (CT) Monday Friday

6 lifelong learning management system APPENDIX A Power User Registration Form Every customer is encouraged to register Power Users to take advantage of the benefits available in the Power User Support Program. The registration is deliberately kept exclusive to ensure optimum support for this key group of users. Refer to the table below for the number of Power Users allowed per software purchased. Additional Power Users may be trained and supported at rate of $500 per user, annually. This additional fee will be added to the annual subscription fee. Organization Name: Street Address: City/State/Zip: Software License Purchased: (check only one) Any additions or changes to Power Users must be provided via by one of the existing Power Users. Lumens Standard Lumens Pro Lumens Pro + Contract Training Lumens Workforce 3 Power Users 4 Power Users 5 Power Users 6 Power Users The following people participated in Augusoft training and are Power Users for our organization: First Name Last Name Address Phone Number Fax Number I understand that extra Power Users, over and above the number included with software purchase, will be invoiced at $500 per additional Power User, per year, as part of the annual subscription. (Submitted By - Print Name Here) (Title) (Signature) (Date)

7 lifelong learning management system APPENDIX B-1 Tracker Forms Application Error Reporting Form File and Graphic Change Request Form

8 lifelong learning management system APPENDIX B-2 Tracker Forms Question Form Wish List Request Form