1. www.sungardhe.com Customer Support Center Overview June 2006

2. 2www.sungardhe.com Agenda  What is the Customer Support Center  Customer Support Center Terminology  Demonstration of the Customer Support Center Functionality  What’s Next

3. 3www.sungardhe.com What is the Customer Support Center? The Customer Support Center is your one- stop resource for access to information and support for all Product Lines and Products you have licensed from SunGard Higher Education.

4. 4www.sungardhe.com Customer Support Center Terminology TermDescription Service Requests Client initiated requests for service. Updates Tasks and interactions during the course of servicing and conducting business with customers. Contacts The people at client sites with whom SunGard Higher Education does business. Entitlements Contracted maintenance levels such as Bronze, Silver or Platinum. Solutions Answers to frequently asked questions (FAQs). RPEs Customer Requests for Product Enhancement.

5. 5www.sungardhe.com Introducing… The SunGard Higher Education Customer Support Center https://connect.sungardsct.com/customer_support

6. 6www.sungardhe.com Access directly or via home page:

7. 7www.sungardhe.com Access via the www.sungardhe.com Home Page:www.sungardhe.com

8. 8 The Customer Support Center Login Window: https://connect.sungardsct.com/customer_support

9. 9www.sungardhe.com Logging In – Request an Account

10. 10www.sungardhe.com Request a Customer Support Center Account

11. 11www.sungardhe.com The Customer Support Center

12. 12www.sungardhe.com Finding Information – Search and Advanced Search

13. 13www.sungardhe.com Finding Information – Search and Advanced Search

14. 14www.sungardhe.com Finding Information – Search and Advanced Search - Results

15. 15www.sungardhe.com Finding Information – Search and Advanced Search: Limiting the Search Area

16. 16www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

17. 17www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

18. 18www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

19. 19www.sungardhe.com Finding Information – Search and Advanced Search: Limiting through Advanced Search

20. 20www.sungardhe.com Finding Information – Search and Advanced Search: Limiting through Advanced Search

21. 21www.sungardhe.com Finding Information – Frequently Asked Questions Announcements and Solutions/FAQs

22. 22www.sungardhe.com Announcement and Solution/FAQ Detail

23. 23www.sungardhe.com Featured Solutions

24. 24www.sungardhe.com Featured Solution Detail

25. 25www.sungardhe.com Featured Solutions – Solution/FAQ Detail

26. 26www.sungardhe.com Finding Information – Solutions/FAQs

27. 27www.sungardhe.com Solutions – Query Options

28. 28www.sungardhe.com Solutions – Query Results

29. 29www.sungardhe.com Solution/FAQ Detail

30. 30www.sungardhe.com Finding Information – Using the Self Service Options: Search the Knowledge Base

31. 31www.sungardhe.com Search the Knowledge Base

32. 32www.sungardhe.com Finding Information – Using the Self Service Options: Documentation and Download Center

33. 33www.sungardhe.com Documentation and Download Center: Documentation Tab

34. 34www.sungardhe.com Documentation and Download Center: Documentation Quick Access

35. 35www.sungardhe.com Documentation and Download Center: Documentation Download

36. 36www.sungardhe.com Documentation Download: By Product

37. 37www.sungardhe.com Documentation Download: By Product, continued

38. 38www.sungardhe.com Documentation Download: By Product, continued

39. 39www.sungardhe.com Documentation Download – By Product, continued.

40. 40www.sungardhe.com Documentation Download: By Filename

41. 41www.sungardhe.com Documentation Download – By Filename, continued

42. 42www.sungardhe.com Documentation Download: Postings Updated in the Last X Days

43. 43www.sungardhe.com Documentation Downloads: Postings Updated in the Last X Days, continued

44. 44www.sungardhe.com Software Downloads Tab

45. 45www.sungardhe.com Software Download Preferences

46. 46www.sungardhe.com Software Downloads: By Product (Banner)

47. 47www.sungardhe.com Software Downloads: By Product (Banner), continued

48. 48www.sungardhe.com Software Downloads: By Product (Banner), continued

49. 49www.sungardhe.com Software Downloads: By Product (Banner), continued

50. 50www.sungardhe.com Software Downloads: Multiple Products

51. 51www.sungardhe.com Software Downloads: Multiple Products

52. 52www.sungardhe.com Software Downloads: Multiple Products

53. 53www.sungardhe.com Software Downloads: By Product, continued

54. 54www.sungardhe.com Software Downloads: By Product (Matrix)

55. 55www.sungardhe.com Software Downloads: By Product (Matrix), continued

56. 56www.sungardhe.com Software Downloads: By Product (PowerCAMPUS)

57. 57www.sungardhe.com Software Downloads: By Product (PowerCAMPUS), continued

58. 58www.sungardhe.com Software Downloads: By Product (PowerCAMPUS), continued

59. 59www.sungardhe.com Software Downloads: Posted In Last X Days

60. 60www.sungardhe.com Software Downloads: Find Patch Release by Filename and Hyperlinks

61. 61www.sungardhe.com Software Downloads: Your Download History Hyperlink

62. 62www.sungardhe.com Software Downloads: Electronic Distribution Process Hyperlink

63. 63www.sungardhe.com Software Downloads: Required Tools Hyperlink

64. 64www.sungardhe.com Software Downloads – Banner Tools

65. 65www.sungardhe.com Software Downloads: New Install Hyperlink

66. 66www.sungardhe.com Software Downloads: Full Banner Release and Download Banner Documentation Bookshelf

67. 67www.sungardhe.com Software Downloads: Download Plus and IDMS Patches and Releases

68. 68www.sungardhe.com Software Downloads: Plus Download Preferences

69. 69www.sungardhe.com Software Downloads: Download Plus and IDMS Patches and Releases Hyperlinks

70. 70www.sungardhe.com Software Downloads: Download Plus Patches and Releases - Your Download History Hyperlink

71. 71www.sungardhe.com Software Downloads: Download Plus Patches and Releases - Plus Download Application FAQs Hyperlink

72. 72www.sungardhe.com My Account – Service Requests

73. 73www.sungardhe.com Submit a Service Request

74. 74www.sungardhe.com Submit a Service Request – Pick List Next Set of Records

75. 75www.sungardhe.com Submit a Service Request – Pick List “Starting with” Feature

76. 76www.sungardhe.com Submitting a Service Request - Continued

77. 77www.sungardhe.com Creating a Service Request - Continued

78. 78www.sungardhe.com My Service Requests

79. 79www.sungardhe.com View and Update Service Requests

80. 80www.sungardhe.com Create an Attachment

81. 81www.sungardhe.com Creating an Attachment – Specify a File

82. 82www.sungardhe.com Creating an Attachment - Continued

83. 83www.sungardhe.com Creating an Attachment – Continued

84. 84www.sungardhe.com Adding an Update to a Service Request

85. 85www.sungardhe.com Adding an Update to a Service Request - Continued

86. 86www.sungardhe.com Adding an Update to a Service Request – Saved Entry.

87. 87www.sungardhe.com Other Information Accessible from Service Request – Associated Solutions/FAQs

88. 88www.sungardhe.com FAQ Detail

89. 89www.sungardhe.com Other Information Accessible from Service Request – Associated Defects

90. 90www.sungardhe.com Defect Detail

91. 91www.sungardhe.com Other Information Accessible from Service Request – Associated RPEs

92. 92www.sungardhe.com RPE Detail

93. 93www.sungardhe.com Customer Support Center is the Primary Method of Service Request Communication

94. 94www.sungardhe.com My Account – Submitting and Updating RPEs

95. 95www.sungardhe.com Submit a Request for Product Enhancement (RPE)

96. 96www.sungardhe.com My RPEs

97. 97www.sungardhe.com RPE Detail

98. 98www.sungardhe.com My Account - Defects

99. 99www.sungardhe.com All Defects – Query using Calendar Assistant

100. 100www.sungardhe.com All Defects – Query using Calendar Assistant

101. 101www.sungardhe.com All Defects – Query using Calendar Assistant

102. 102www.sungardhe.com All Defects – Query Results and Sort Order

103. 103www.sungardhe.com All Defects – Ordered by Product in Ascending Order

104. 104www.sungardhe.com My Institution’s Products, Contacts and Entitlements

105. 105www.sungardhe.com Finding Information – Using My Institution’s Products – Choose a Product

106. 106www.sungardhe.com Query for Desired Product Line and Product

107. 107www.sungardhe.com Query Result

108. 108www.sungardhe.com Finding Information – Using My Institution’s Products – Query Downloads, Doc & FAQs

109. 109www.sungardhe.com Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs

110. 110www.sungardhe.com Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs

111. 111www.sungardhe.com User Preferences under My Account

112. 112www.sungardhe.com My Account Tab

113. 113www.sungardhe.com User Profile

114. 114www.sungardhe.com User Profile – Setting Your Time Zone

115. 115www.sungardhe.com What’s Next?

116. www.sungardhe.com Thank you for joining us today!