1. ATS 5A - 1 The Art of Tech Support John Abbott College How to Work with Vendor Support M. E. Kabay, PhD, CISSP Director of Education, NCSA President, JINBU Corp Copyright © 1997 JINBU Corp. All rights reserved

2. ATS 5A - 2 VENDOR RELATIONS l Establishing Constructive Relationships l Hardware Support l Software Support l Cooperative Problem Resolution

3. ATS 5A - 3 Establishing Constructive Relationships l Avoid the bleeding edge l Don't buy on price alone l Evaluate / select your sales contact from vendor l Determine corporate liaison to vendor l Specify all commitments in the contract l Do not tolerate illegal or unofficial deals l Never buy under pressure l Include time limits and penalties in contract l Write down details of meetings and distribute minutes to all participants $ Value

4. ATS 5A - 4 Hardware Support l Vendor l 3rd-party l Self

5. ATS 5A - 5 Hardware Support Vendor: l High expertise l Up-to-date training l Higher cost (10-15% of purchase cost / yr)

6. ATS 5A - 6 Hardware Support 3rd-party: l Lower cost (~33% cheaper than vendor) l Suitable for established / obsolete equipment l Get references from customers l Require 3rd party support to pay vendor charges as part of contract l Contact your vendor to be sure you will receive first-class service if you need it

7. ATS 5A - 7 Hardware Support Self: l Suitable for large installations l Train your own technician l Hire a vendor technician -- with permission l For old equipment, buy spares on used market l Permits high availability, short response time

8. ATS 5A - 8 Software Support l Vendor responsibilities l Client responsibilities

9. ATS 5A - 9 Software Support Vendor Responsibilities l Define levels of support unequivocally l Source code in escrow l Provide user-group contacts l Offer alternative sources of info – Fax-back service – Phone-in consulting service – Priority service – CompuServe/AOL/Prodigy support – Internet-based support or BBS

10. ATS 5A - 10 Software Support Client Responsibilities l Identify a specific problem-manager l Characterize each problem l Isolate bug and reproduce if possible l Research in documentation before calling l Provide full information to vendor support team l Document problem resolution in detail

11. ATS 5A - 11 Cooperative Problem Resolution l Records are important l Problem database design l Problem database usage l Escalation l Multi-vendor problems

12. ATS 5A - 12 Cooperative Problem Resolution Records are Important l Share information among responsible staff l Prevent thrashing l Speed resolution l Micro or network-based l Enhance credibility with vendor staff l Keeping consistent records may play role in legal battles

13. ATS 5A - 13 Cooperative Problem Resolution Problem database design KEY: PRI WHEN: WHO: BY: WHAT: OK: PHONE: FAX: NOTES:

14. ATS 5A - 14 Cooperative Problem Resolution Problem database usage l Don't use abbreviations in WHO and WHAT fields l Keep it short l Integrate correspondence if messages are short l Refer to longer documents by name and path l Track dates and times l Mark action items clearly – e.g., use -> and CAPITALS for action items

15. ATS 5A - 15 Cooperative Problem Resolution Problem Escalation l Keep support-line calls open until problem solved l Obtain vendor escalation schedule l Insist on proper escalation l Keep your own upper management informed at every step l Contact user networks for extra help and insight l Meetings: high positions and equal levels l Openly contact the vendor's competition l Involve legal staff as last resort

16. ATS 5A - 16 Cooperative Problem Resolution Multi-Vendor Problems l Finger-pointing degenerates into deadlock l Arrange meeting of vendor representatives l Use external consultant if necessary l Provide transcript of meeting notes to all participants l Define tasks and deadlines cooperatively l May be able to assign responsibility to one vendor for a fee

17. ATS 5A - 17 Lab Exercise: l Lecture from professional technical support expert l Please ask questions! This is a valuable opportunity for you to learn from an experienced tech support specialist l Take notes on your experience for credit l Report key findings

18. ATS 5A - 18 Homework: Readings in Wilsons text l Reread Chapter 1, Manufacturer Support l Answer all the review questions from the instructor l Submit all your homework after the quiz at the start of lecture 6