CAMMS Corporate Document Template
Contents
1. 23 13 SUMMA RY 24 Commercial in Confidence Page 2 of 26 WWW GMMJ liagomentsol UOM COM 26 September 2014 2 9 WC CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance Commercial in Confidence Page 3 of 26 INTRODUCTION The CAMMS Online Support Portal is an online helpdesk facility for reporting issues submitting custom modifications viewing FAQs seeking clarification on business rules updating your contact details and submitting enhancements suggestions The portal is accessed via the CAMMS website which is integrated with CAMMS Customer Relationship Management CRM system Your portal will allow you to v Submit view and monitor all requests online directly to our helpdesk v With a click of a button track progress on your requests in real time and receive automatic updates by email v Timely and efficient lodgement of requests and issue no more phone calls or hard to track emails v Access to CAMMS 24 hour Global Delivery Service Centre to increase our service to you CAMMS online Support Portal will be the desired method for clients to log and check status of all help desk requests as opposed to phone and email This has benefits of ensuring that all items are logged in a central location and can be easily referenced 26 September 2014 WWW Carita liagomentsol MIO COV n at ae CAMM2. Data Entry requires a fee for assistance Commercial in Confidence www can managementsotn Woms CON Software error screen shots Document explaining issue During UAT period in TEST Environment Software error screen shots Document explaining issue required Mock up of changes documented business rules on changes required Signed approvals Purchase orders attached documents for further explanation of the question Documents required for infrastructure assistance documents further explainingtheinfrastructure assistance Documents required for Deployment assistance documents further explainingtheassistance or server requirements or details Documents supporting the data entry required Documents which further explain the enhancement Page 13 of 26 From client on Initial creation From CAMMS on resolution Associated documents explaining the resolution Scripts uploaded to fix issue URL for download of a new version to fix issue Associated documents explaining the resolution Scripts uploaded to fix issue URL for download of a new version to fix issue The final estimations for approval the final specifications for approval Updates to estimations and specifications Documents for further explanation of the answer Label replacements scripts uploaded to run on databases documents explaining the infrastructure completed Scripts uploaded or additional documentation to supportth
3. 2 E My Support FAQ Log a new Support Case Update my details My Details Company Details Change Password Change your personal details my details your company details Company Details only if you login as company Admin and change your password change password Person Details Salutation Miss First Name Last Name Title Sally Hurst Client Support Supervisor Phone Number Business E mail 82125188 sally hurst cammanagementsolutions com au Champion CEO Corporate Planner HR IT Support Performance Manager Risk Manager El E3 E3 Person Address Address 1 45 Grenfell Street Address 2 Level 17 City Adelaide State SA Post Code 5000 Country Australia Click change to edit the details Change BH This page allows you to change your Name Title Direct Phone Number Email Postal Address and categories for particular contact mail outs Champions CEOs Corporate Planners HR IT Support Performance Management and Risk 2LOG Orr To log out of the Portal click the Log Off button which will take you back to the login page E s My Support FAQ Wy ww GMMJ liagomentsol UOM COM CAMMS ONLINE SUPPORT PORTAL USER MANUAL Commercial in Confidence Page 23 of 26 26 September 2014 as ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance 3 SUMMARY The CAMMS team are committed to delivering exceptional client service
4. E 7 E TY 9 My Support FAQ Log a new Support Case Update my details Log Off Case Summary Associated Files Case Summary Case Number Person Opened Updated Date 32 12148 Sally Hurst X 08 82125188 11 09 2009 2 55 PM 03 12 2012 1 08 PM Type Category Software Product Version Future Enhancement Suggestion Application Interplan 3 6 Impact SLA Severity No SLA Description Improving rollover have a select al button to select all the items to rollover Detailed Description Having a select all button on the rollover stage 1 screen would be beneficial so that users dont have to log through and tick all the boxes Around 90 of users copy everything over so we should have an easier way Also i have had a lot of clients stuff up the rollover as they forget or miss items they forgot to select A select all button would fix this Desired Resolution Date Client Delivery Date Live Solution Status Stage Open Investigation 1 Person This is the person who has created the case This is the person who CAMMS MEE support staff will contactin any correspondence with the case 2 Opened Automatically displays the date and current time for which you created the IE case was opened 3 Updated Date This is the date which will show when the case was last updated either by MEE CAMMS staff or the client 4 Client Delivery Date Entered by the developer stating when they expect to complete the Case based Live on type and work load Thi
5. Please re check the KPT within Type in a note and click save Please do not delete any notes already in the field so we can keep these for archive purposes An email is sent straight to CAMMS whenever a note is added to the field by a client Commercial in Confidence Www GMMR liagomentsol UOM COM Page 21 of 26 26 September 2014 as ae CAMMS ONLINESUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance OCLOSING A CASE The client is able to close the case at any stage of the progress as well as CAMMS Once a case is resolved and verified that it is resolved the client can close the case themselves without having to contact CAMMS CAMMS will only close a case when the client is 10096 happy with the delivery of the request fix of the issue To close a case click on the close case button on the case details page a confirmation message will appear to confirm Closing a case means action is no longer required on this case Some examples this may occur is the case has been resolved Completed the case was added by mistake the case is cancelled no longer required To re open the case again a new case will need to be developed unless you contact CAMMS to re open internally Case Summary Associated Files Case Summary Case Number 32 12072 Created Date 09 09 2009 2 08 PM Type Category Software Product Version Issue Application Interplan Impact on Client SLA Source Create
6. 2014 aay ae CAMMS ONLINESUPPORT PORTAL USER MANUAL CAMMS Intelligent performance Service operation is mission critical to the business and the situation is an emergency e g cannot enter site loss of data 2 Severe Loss of Service Use of software possible however certain areas are not working e g report not running 3 Minor Loss of Service Inconvenience A work around is available Urgent advice required 4 No Loss of service Minor error incorrect behaviour documentation error request for advice guidance that doesn t materially impede the operation of a system E g issue with label replacements Formatting of reports screens Not Applicable E g for Paid Requests enhancements deployment requests data entry etc 8 Desired Enter in XX XX XXXX format the desired date which you require the caseto be resolved by This will Resolution depend on Severity and urgency Date CAMMS cannot guarantee that this due date will be met however it will help with prioritizing and scheduling 9 Save and Click the Save and Submit button to save the case Submit Once a case is created and submitted an automatic email will be sent to our CAMMS support and the case will be added into our CRM system to be looked at and acted upon as necessary When the case is looked at and the type is confirmed an automatic email will be sent back to you confirming that it has been received and is being investigated Examples of Case T
7. by a particular CAMMS product Product 7 Category Search by the category 8 Description Search by the Case Description y Use the 96 symbol at the start of your key word s to do a wild card search and all items with that word will be displayed Click find to apply the filters The grid columns show quick information on the case s However you can drill down to show more details by clicking on either of the hyperlinked text Case Number or Stage Clicking on the column headings will allow you to sort the cases in ascending descending order When drilling down further to the case you will be shown more details see image below Case Summary A jated Fil e se Summary Associated Fies lt Associated Files to upload Case Summary documents and screen E N ber shots Created Date 09 09 2009 2 08 PM Type Category Software Product Version Issue Application Interplan 3 6 Impact on Client SLA Source Created By Self Service Sally Hurst Description Error when updating actions via home page quick update Detailed Description Ca Se De ta l S When updating my action via the home page i get an error User Sally Hurst Steps Login then select the 2 actions dick on the quick update button and then get an error This error happens everytime i try and update the actions Desired Resolution Date Estimated Client Delivery Date 10 09 2009 Case Solution Status Stage Closed Date Close Case
8. completed and the specification and quote if revised has been Commercial in Confidence Page 17 of 26 wy Ww cammanagementsoli INOM Com lat CAMMS ONLINE SUPPORT PORTAL USER MANUAL 26 September 2014 aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance Spec and Quote sent sentto the client for approval An email will be sent to client advising that the specification and quote has been completed and sent for final approval Development The specification and quote has been approved and assigned to the change request team leader for scheduling and development This includes the process of scheduling development and QA Y You can upload signed estimations specifications and purchase orders to the case via the online support portal associated files area This will send an automatic email to CAMMS Release Management The modification has been completed It is now ready to be released within a version release Client notification The modification has been completed and has been released to the client for review completion CAMMS awaits feedback and sign off t An email will be sent to client notifying then that the modification has been released Closed The client is happy with the modification and is ready to beinvoiced The request may be closed by the client themselves within the support portal by clicking the close button The case is closed and requires no m
9. lodgement of requests and issues no more phone calls or hard to track emails Email Commercial in Confidence Page 4 of 26 26 September 2014 LA RAT IL ntsolutions com nan aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance 4 Login to the online support portal by adding in your username and password Note your username and password is set up by CAMMS and your username will determine which company you are from It is recommended that the main champions for each CAMMS product is given access to the online support portal and that those champions log any issues that other staff within the organisation may raise CAMMS Online Support Portal Add in your username and Usemame password then click log on ot have a user name ar 3 MENU The menu bar will take you into different sections of the online support portal oy so Q My Support FAQ Log a new Support Case Update my details Log Off X User Manual 1 My Support This is the home page of your case list which you can filter out all your cases and view status updates The list will filter by open cases only by default Login as the Company Admin The My Support will detail ALL cases listed for your entire company Login as a single user The My Support will only detail cases which YOU have created When you login you will log straight into the My Support home page which will give you the summary of all your
10. CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 2 9 NC CAMMS Intelligent performance PREPARED BY CAM Management Solutions Level 17 45 Grenfell St Adelaide SA 5000 Telephone 08 8212 5787 Facsimile 08 8212 5288 2 9 WC CAMMS Intelligent performance CAMMS ONLINE SUPPORT PORTAL USER MANUAL TABLE OF CONTENTS 1 INTRO DUCTION omm cc Gat 3 2 GETTING STARTED LOGIN c n 4 3 MEN rset setae viet A 5 4 MY SUPPORT c 6 5 gl pM M 8 6 LOG A NEW SUPPORT CASE m 9 7 P Ypikgien iM iori M 16 8 CASE STAGE PROGRES S cnncta dio Qus aAa EEAS aan cite a due co RECEA E EEE REENE Ear RE 17 9 ADDING NOTES CORRESPONDENCE TO A CASE csssssssssssssssssssssscssssssssssssecsessecssssescssnsscsacsessassassessesecsassacsassassessnsocsaees 21 ME 1 ci usi c M 22 IL PDA wa cR piis T M M 23 1 OG OEE
11. Commercial in Confidence Page 7 of 26 26 September 2014 WWW Canta liagomentsol Om CORT n aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance Please refer to section 7 Additional Case Details for more details 5 FAQs Before logging any requests to CAMMS please review FAQs as your question may have already been answered The FAQ s area shows frequently asked questions which have been previously answered The FAQ s are grouped in categories of CAMMS software questions integration questions or question to do with Self Hosting Click on the hyperlinked Reference ID to view the full answer E 2 E TY O My Suppo FAQ Log a new Support Request Update my details Log Off Frequently Asked Questions Question Answer a Hint Place a symbol in front of searc Area ena search results eg eintegrat a F 3 Find Click Find to apply search Go to page 1 e gt bi E TIN Why doesnt the Financial Interface spreadsheet Check the Modules Financial interface import account data the 3 c 90 10061 Integration figures add up to the budgets within rterpn and not then the spreadsheet has not been imported Navigate to Mod porta wg pesar in mni iier ai Scroll to the next page 1 Check all of the spreadsheet cells and columns and rows within t 90 10077 Integration upload into interplan Error shows 4 Unspecified something in there 0 00 for thos
12. S ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance 2 GETTING STARTED LOGIN Logging on to the online support portal 1 Navigate to CAMMS website http www cammsgroup com 2 Click on the My CAMMS tab 3 Click on the Client Support Portal button to go straightto the login page as below CAMMS uu Intelligent performance E A Cien Login Client Support e Forums P Solutions Industries Services About Us My CAMMS Partners Careers Contact Us You are here Home My CAMMS lt a Your ACCESS to Fy Client Login Organisational empowerment Client Support Portal My CAMMS CAMMS Forums CAMMS is committed to delivering outstanding client support to ensure that organisations can maximise the benefits of using CAMMS unparalleled products and services The CAMMS Client Support Portal is an online helpdesk facility for reporting issues submitting custom modifications viewing FAQs CAMMS Newsletter Subscribe seeking Clarification on business rules updating your contact details and submitting enhancements suggestions Find out recent news about us our clients amp partners Sign up for the quarterly newsletter The CAMMS Client Support Portal allows users to from CAMMS Submit view and monitor all requests online directly to CAMMS helpdesk With a click of a button track progress on requests in real time and receive automatic updates by email Name Q Ensure timely and efficient
13. cases You may use the optional search filters to filter out your list This area allows you to search any frequently asked functionality questions and answers Please check this area first before logging queries as your question may have already been answered Commercial in Confidence Page 5 of 26 26 September 2014 WWW Carita liagomentsol MIO COV n 2 9 NC CAMMS Intelligent perf ormance 3 Log a new Allows you to log new help desk cases Support Case CAMMS ONLINE SUPPORT PORTAL USER MANUAL 4 Update my Allows you to update your personal contact details my details or your Details company details You will only have access to the company details if you login as the Company Admin This area will keep all contact information up to date for when things change When you login as the Company Admin the My Details are the details for the MAIN champion which mail out postal letters are sent to All champions will receive mail out updates 5 Log Off Allows you to log out of the portal back to the login screen 6 User You can download this manual within the portal by clicking on this link Any Manual updates to the manual will be uploaded here gt V What is a case All help desk queries whether being an issue question infrastructure help or issue Deployment Service Requests enhancement or custom modification are named as Cases 4 MY SUPPORT The my support area d
14. d By Self Service Sally Hurst Description Error when updating actions via home page quick update Detailed Description When updating my action via the home page i get an error User Sally Hurst Steps Login then select the 2 actions click on the quick update button and then get an error This error happens everytime i try and update the actions Desired Resolution Date Estimated Client Delivery Date 10 09 2009 Case Solution Status Stage Logged Closed Date Close Case To closea caseclick on this button Once you click on the close case button you will be asked to confirm that you wish to close the case Cl ick Confirm to proceed or cancel to cancel the close Please confirm that you wish to close this case Confirm Cancel Commercial in Confidence Page 22 of 26 26 September 2014 WWW Carita liagomentsol Om COM n 2 9 at CAMMS Intelligent performance UPDATE MY DETAILS The update my details area allows you to update your personal and company contact details as well as allowing you to change your login password to the support portal Only if you login as the company admin will you have access to the Company Details and allow you to edit Otherwise you can login as your individual personal username which you can update your personal individual details By clicking the change button it will allow you to edit these details which will update the CAMMS CRM contact information for you
15. e cells with no dollars The cell must not appear blank 2 Some cells may be Errora or 8 ACC1is missing corrupt beneath the account lines t Using CAMMS interplan amp ensures you have the best planning and performance management to achieve 90 10095 Integration What do CAMMS products integrate with your strategic goals and overall success Integration of interplan amp with your organisationa s other operating systems will significantly increase the value Click on the reference ID to view more of the details SEARCH Search for a key word that may be within the question Me E Filter by Area This is the area category which the FAQ s have been grouped in Software FAQ within the software Integration FAQ within the integration products Self Hosting FAQ around self hosting the products y Use the 96 symbol at the start of your key word s to do a wild card search and all items with that word will be displayed Commercial in Confidence Page 8 of 26 26 September 2014 LALRLET LEE EET TRI 1 HRE SOI UTIONG com n 2 9 C CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance 6 LOG A NEW SUPPORT CASE To create a new case click on the log a new support case icon This includes any case type issue UAT Release issue custom modification question clarification enhancement infrastructure Deployment Service Requests or data entry All displayed fields are mandatory P
16. e service request Documents relating to the completion of the data entry Documents explaining howithas been incorporated into the new version 26 September 2014 2 9 WC CAMMS Intelligent perf ormance Managing SLA s CAMMS ONLINE SUPPORT PORTAL USER MANUAL In line with our Service Level Agreement contracts CAMMS is under obligation to provide all clients with the required support services that the client is entitled to which is covered in your licence This is the support for the investigation and fix of all issues defects which are found within CAMMS software prioritised by a priority level The below table will detail CAMMS priority SLA levels and the target response and target resolution time frames for these Priority Level Target Response Time Target Resolution Time 1 Complete Loss of Service 2 Severe Loss of Service 3 Minor Loss of Service Commercial in Confidence WWW Canitial iagementson Om COT Work cannot reasonably 4 working hours continue on your live production site The operation is mission critical to the business and the situationisan emergency e g cannot entersite Data corrupted a critical functionis not available or producing incorrect result system causing unacceptable or indefinite delays for resources orresponse system crashes and crashes repeatedly after restart attempts The situation causes a severe loss of service No acceptable work around i
17. etails all of your cases 9 Ce 09 Log anew Support Case Update my details Log Off Keyword Search Case Number Status Stage Opn v All Type Software Product Category All v All v All Description pei aaae Number Open 3 02 PM Hurst all the items to rollover 21 09 2009 1 01 PM Hurst 11 11 2009 Sall Open y Open Commercial in Confidence IE E47 TR S LHRIE TSO UTIONS CON 11 09 2009 Sally Improving rollover have a select all button to select 85 12358 parameter descriptions to parameter page Sally Add ter descriptions t t Having a warning or message pop up when leaving 3213628 PES assessment in any phase just reminding them Investigation Page 6 of 26 Hint Place a symbol in front of search terms for improved search results eg integration Find i Click Findto apply filters Go to page 1 L3 gt p Future Enhancement Suggestion Interplan No SLA 31 12 2009 Future 4 No loss Enhancement Suggestion nterPlan 30 09 2009 30 11 2009 of service Future PES NoSLA 28 02 2010 Crhanramant Ciuananctian 26 September 2014 aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance SEARCH 1 Keyword Search for a key word across all text fields Search miel d dE 2 Case Search by case number Number M 4 Stage Search by cases at a particular stage 5 Type Search by the case type 6 Software Search
18. if you require further information in relation to your case please contact CAMMS help desk by emailing Support cammsgroup com If you are not satisfied with the level of service you receive at any stage of this process or feel the need to escalate matters please escalate in the following order see escalation diagram on the next page Commercial in Confidence Page 24 of 26 26 September 2014 WWW Carita liagomentsol Om COM n at ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance Support Escalation Diagram IF YOU HAVE A CLIENT SUPPORT CASE L WHO SHOULD YOU CONTACT Existing Clients Please log your During service case on the implementation CAMMS Online please contact Support Portal your Project Manager my camm jl EE directly ce Ul am not satisfied with the level of service have received at any point of this process who do contact for escalation Sally Hurst Help Desk Manager Tel 61 0 8 8212 5188 Email sally hurst cammsgroup com if I need to escalate this case further who is my contact point Your Account Manager Your Account Manager Your Account Manager Beau Murfitt Aaron Mullins Adam Westbrook General Manager Manager Corporate Services General Manager North America Australia United Kingdom Tel 1 250 900 1156 Tel 61 0 8 8212 5188 Tel 44 0161 661 4445 Email beau murfitt cammsgroup com Email aaron mullins cammsgroup com Email adam westbro
19. is a proposed change to the software or reporting These requests will have an estimated price prepared for them and go through the change request process Estimation Development will come from the Customer care fund Question Clarification Query regarding functionality responses will come from the Customer Care fund Commercial in Confidence Page 9 of 26 26 September 2014 nmm iagementson Om com n 2 9 NC CAMMS Intelligent performance 2 Short Description 3 Detailed Description 4 Software Product 5 Version 7 Impact SLA Severity Commercial in Confidence Page 10 of 26 www can managementsotn TIONS com CAMMS ONLINE SUPPORT PORTAL USER MANUAL Future enhancement How CAMMS can improve their products These will be reviewed at suggestion least quarterly when reviewing development plan for CAMMS products However CAMMS cannot guarantee that it will be incorporated into the software Infrastructure Issues with network servers databases Assistance may link with a support fee or come from the Customer Care fund Deployment Service Product Upgrades Live Migrations Product Installations amp Request Configurations Label Replacements Assistance may link with a support fee or come from the Customer Care fund Data Entry Request for assistance with data entry a quote will be prepared or else work undertaken will come from your Customer Care fund Brief description o
20. lease be aware that once you have saved the details you will not be able to edit these If you make a mistake you can close the case and create a new case or contact CAMMS Support Details on how to close the case please refer to section 10 Closing a case 2 E TY 9 My Support FAQ Log a new Support Case Yyriste my details Log Off Case Number 0 25866 Type None v Short Description Detailed De ption Plea rovide a detailed des tion a clude as much information as possible to ist in a timely response to yoi ngu For any issues encountered wien ease tai led steps of how you incurred the e Pha ease also copy and paste the abou A details Aip our CAMMS product which includes the full version number database server database and web server You can es ada dec file ith s reen shots and examples of the issue cus i pais cation you require after you have clicked Save and Submit button dpl solution Date cus genes t DD MM YYYVY Save and Submit REQUIRED INFORMATION Case Number Automatically entered this is the unique number which references a case entered this should be provided in any correspondence to CAMMS 1 Type Nature of the Case UAT Release Issue Fault Issue which has come out of UAT testing on a version release in client test environment only applies to Self Hosted Clients when testing new upgrades or else within test environment checking Custom Modification This
21. mance Case Process Map Logged Case may be Closed at Closed any stage of the case process Based on the Case Type Question Clarification Issue Custom Request Future Enhancement Data Entry Infrastructure ooo New Issue AU BUDE New Data Entr New Infrastructure Change seme us Clarification Modification Enhancement y Logged S Logged zy Logged 3 Logged Logged x Logged 5x Investigation Investigation Investigation Closed S Sou ue Investigation Estimation Resolved Development By Development Resolved Development eS Specification Closed Resolved Development Closed Resolved Client Notification Closed Spec and Quote Sent Closed Development Release Management Client Notification Completions Closed Commercial in Confidence Page 20 of 26 26 September 2014 LAS can managementsolti HOM com CAMMS ONLINE SUPPORT PORTAL USER MANUAL 2 9 WC CAMMS Intelligent perf ormance 9 ADDING NOTES CORRESPONDENCE TO A CASE Clients are able to write a communication note to CAMMS on a case by adding in a correspondence note within the portal A correspondence note can be anything from verification from the Clients side or a note to send it back to investigation if a case has been put in a particular stage which it should not be in For example if a case is resolved you may need to write a note back to CAMMS advising that it actually is not
22. n the Case NOTE Each issue modification request etc must be logged separately as an individual case One request issue per case number For Example v Unable to link KPIs in Self Assessment phase XPes Bug Provide more details on the areas which need to be rectified changed It is recommended you copy and paste the text in about page in interplan to answer some of these questions NOTE All details relevant to the Case must be added into this section For example Issue what database what server what instance live demo training where the issue lies how it occurred step by step does it happen all the time or is it a once off what user login was used Giving as much detail as possible for the developers to replicate it Select the software product which is relevant for the Case e g Interplan PES Risk Manager IPM Current Version number of the product Please see the about area of interplan to find this out T M 7 Hore amp 9 Help vy Favourites Qoo GD about Note Not all products have an about button at this stage but plans are to have all products with a button for this If you are in doubt of the version please put in the environment name Live Demo Test 6 Category Area within the software which the case lies e g application report integration Consequence of issue on client service 1 Complete Loss of Work cannot reasonably continue on your live production site The 26 September
23. ng resolved Involved is the fix QA process An estimated due date will be established and can be viewed within the Portal Case area for the client to view ME An email will be sent to client advising the Estimated Resolution date Resolved The issue has been resolved on the clients database and is awaiting client sign off on the resolution The issue may also be resolved within a new version release which the client will need to upgrade to have it resolved Self Hosted or released to hosted by CAMMS t An email will be sent to client advising that the issue has been resolved Closed The client has reviewed the fix and is happy that itis fixed The issue may be closed by the client themselves within the support portal by clicking the close button The case is closed and requires no more progress An email will be sent to client with an optional Survey to fill out for feedback on the case progress Custom Modification Logged The case has just been created and confirmed m An email will be sent to client advising it has been received by CAMMS Investigation The case estimation is currently being developed Estimation The estimation has been developed and sent to the client for approval Development t An email will be sent to client by the support person managing your case giving the estimation Specification The estimation has been approved and itis now in specification development Development The Specification has been
24. ok cammsgroup com Commercial in Confidence Page 25 of 26 26 September 2014 cammanagermentsolutrions com nan e NE CAMMS Intelligent performance Intelligent performance Visit our website to locate an office near you to organise a demonstration today The entire contents of this document are subject to copyright with all rights reserved All copyrightable text and graphics the selection arrangement and presentation of all information and the overall design of the document are the sole and exclusive property of CAMMS Copyright 2014 CAMMS All rights reserved 3 wei AUSTRALIA NEW ZEALAND NORTH AMERICA ASIA UNITED KINGDOM in F e vt www cammsgroup com sales cammsgroup com
25. ore progress Question Clarification Logged The case has just been created and confirmed t An email will be sent to client advising it has been received by CAMMS Investigation The case has been allocated for investigation on the answer The time spent on investigation will be tracked against the client s Customer Care fees Resolved The question clarification has been answered and the client has been notified of the answer bd An email will be sent to client notifying that the question has been answered with the answer within email Closed The client is satisfied with the answer The case may be closed by the client themselves within the support portal by clicking the close button The case is closed and requires no more progress Infrastructure Deployment Service Request Logged The case has just been created and confirmed An email will be sent to client advising it has been received by CAMMS Troubleshooting The case has been allocated for investigation on the work that needs to be done Commercial in Confidence Page 18 of 26 26 September 2014 wyyw car managementsotl Om com O aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance Development The case has been allocated and is in development Resolved The infrastructure has been delivered to client and waiting sign off by the client An email will be sent to client notifying that the infrastructure work has been comple
26. resolved and for what reason The reason for the notes field is so that a client can respond to a case progress without having to email CAMMS To add a note search for your case within the home page and click on the hyperlink to view more details on the case Case Summary Case Number 0 13198 Type Issue Impact SLA Severity 3 Minor loss of service Description Issue with KPI Graphs Detailed Description KPI Graphs not displaying the correct figure for KPI number of duties configured Desired Resolution Date 17 10 2009 Solution Tracked Notes Correspondence Please do not delete any correspondance LA te 4 Close Case When typing in a note we recommend that you add a date and your name so we know who and Created Date 14 10 2009 10 06 AM Category Application Updated Date X 8333 2888 14 10 2009 10 06 AM Version Person Sally Hurst Software Product Interplan Estimated Client Delivery Date Status Open Click Add correspondence note for CAMMS Stage Logged note to add a when the note was written CAMMS will also do the same if we respond within the notes field Please also do not delete any notes in there This is just so we can track when notes were put in as well as keep a history Tracked Notes Correspondence Please do not delete any correspondance the report Annual KPIs Report Save 14 10 2009 Sally
27. s available however operation can continue ina restricted fashion Use of software possible however certain areas are not working e g report not running The situation causes minor loss of service The impact is an inconvenience which may require a work around to restore functionality orurgent advice is requested 6 working hours 8 working hours Page 14 of 26 1 Day 2 Days 5 Days 26 September 2014 as ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent performance 4 NoLoss of service The situationcausesno 16 working hours Future release loss of service The requestisconsidereda minor error incorrect behaviour documentation change or error or requestfor advice and guidance that does not materially impede the operationof a system E g issue with label replacements formatting of reports screens 5 No SLA Not Applicable E g for 24 working hours Future release Paid Requests enhancements Commercial in Confidence Page 15 of 26 26 September 2014 WWW Carita liagomentsol Om COM n aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance 7 ADDITIONAL CASE DETAILS During the case process additional fields are shown which will help with showing progress and more details of a case When the client clicks on the hyperlink via the my support page refer to section 4 My Support the following additional fields are displayed
28. s date is fixed once added but may change if the Case takes longer than expected to complete The client is notified of the reason for change of due date and is made in liaison with the Client manager client This is the solution for the Clientissue This is normally added on completion of the Case from the developer who fixed it Stated as Logged at the initial stage when the Case is entered Will change as the Case is progressed until completion see the stage process for more information 7 Status Stated as Open and does not change until Case is completed Once Case is closed it will appear as Closed Commercial in Confidence Page 16 of 26 26 September 2014 WWW Gammal iaagementson Woms com n e CAMMS Intelligent performance 8 CASE STAGE PROGRESS How to follow the Stage progress of a case and what it means Each case type has a stage in the progress of the case and they all have different meanings as to where it is at Below find the Case type and its Stages and how to read what that stage means Also it will detail at what stage you will receive an email to notify you on the progress Type Issue UAT Release Issue Logged The case has just been created and confirmed An email will be sent to client advising it has been received by CAMMS Investigation The case is currently being investigated to see what the issue is investigating how to fix it Development The case is in development to bei
29. ted resolved Closed The client is satisfied with the development The case may be closed by the client themselves within the support portal by clicking the close button The caseis closed and requires no more progress Data Entry Logged The case has just been created and confirmed MEN t An email will be sent to client advising it has been received by CAMMS Development The Data Entry estimation has been developed and sent to the client and it is in undi Development Resolved The Data Entry has been completed and delivered to the client iN An email will be sent to client advising it has been received by CAMMS Closed The client is satisfied with the development The case may be closed by the client themselves within the support portal by clicking the close button The case is closed and requires no more progress Enhancement Suggestion Logged The case has just been created and confirmed The enhancement is sitting on the list and awaiting approval by management o3 An email will be sent to client advising it has been received by CAMMS Closed The Enhancement has been incorporated into a version release and has been closed P An email will be sent to client advising that their enhancement has been incorporated into a new version Commercial in Confidence Page 19 of 26 26 September 2014 wyyw car managementsolti HOM com n aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf or
30. ted Files Some cases may require a screen shot images or a large amount of text which can contribute to the explanation of the case Any files relevant that CAMMS upload will also be shown within this area For example for a Custom Modification CAMMS may upload the estimation or specification to this area Or for an issue fix CAMMS may upload the script that will fix it on a self hosted client s site The client will be advised when a document is uploaded through an automatic email on resolution In turn the system also advises CAMMS if a client uploads a document so you don t have to inform CAMMS separately The system will do a time stamp on when it was uploaded and have a description available to describe what the document shows Maximum File Size for Upload 8000KB Case Summary Associated Files Associated Files Updated Description RN 77 View download document Error screen shot Error screen shot193566453 doc by cl ic ki ng on the hyperl j n k _AddFie Add a fileto further explain case or for reference Commercial in Confidence Page 12 of 26 26 September 2014 Www Gammal iaagementson Woms com n 2 9 e CAMMS Intelligent perf ormance 2 CAMMS ONLINE SUPPORT PORTAL USER MANUAL Examples of documents which may be uploaded based on case types UAT Release Issue Custom Modification requires a fee for development Question Clarification Infrastructure Deployment Service Request
31. ypes Software errors system not working the way it should unusual things happening in the database report not running report displaying incorrect data UAT Release Issue Once new version is put into your TEST environment any Issues that are found as above description for issue type Custom Modification New changes to the software changes to a report development of a new requires a fee for report changes to integration development Changes will go through an estimation process followed by a specification and revised Commercial in Confidence Page 11 of 26 26 September 2014 wy ww can managementsotn Om com n aay ae CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS Intelligent perf ormance umm o o Question Clarification Functionality questions business rules clarifications Time spent on answering these queries will come out of the customer care fund Infrastructure Issues with Infrastructure hardwareand internal software new databases training purposes demo Assistance may link with a support fee or come from the Customer Care fund Deployment Service New Upgrades required Label Replacements installation assistance Request Assistance may link with a support fee or come from the Customer Care fund Data Entry requires a Data Entry of plans within the software fee for assistance A quotation will be prepared Enhancement Software enhancements reporting enhancements suggestions ideas Associa
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