Analyst's Guide   |   Intraware   |   Cases and PDAs   |   Taboo List   |   Per Hour Support Electronic Support   |   Support Phone #'s   |   Internal Phone #'s

Who's On First  Missing Persons  Noetix - Case      Prioritization  WebEx Sessions  Support Phone #s  Internal Phone #s  Tech Res Links SupportWeb Labs TEM Web (RSTs) Training attachmate.com Heart

Support Library Supporting documentation for performing a job in Technical Support. Contact starnet@attachmate.com to add or update content in the library. Analyst's Guide to Support Official User's Guide to Technical Support policies and procedures, including analyst, TPS, and manager expectations Intraware and Attachmate Support Escalation Process Guidelines regarding support of the Intraware electronic delivery of Attachmate products. Cases and PDAs Writing Vantive PDA's The standardized process for when to create PDAs, and what information to include in them. Case and PDA Workflow Process to implement a more consistent workflow and clear escalation path for all Cases and PDA's. TEMs and the TOP/CER Process Information on Technical Escalation Managers (TEMs), the TOP/CER Process, how TEMs can help, patches (TDs), and other miscellaneous stuff. Taboo List Right and wrong things to say to create good customer experiences Per-Hour-Support Time Sheet Spreadsheet required for tracking and billing per-hour cases Electronic Support Process How to upload to and download from the FTP server Support Phone Number Lists Support Phone Numbers - Desktop and cell phone numbers Internal Phone Numbers - Other locations, Sales Services, and more

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