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Client Support Update: TERMINALFOUR tforum 2013

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Client Support: Laura Murphy, Head of Client Relations & Support, gives an overview of our new community engagement resources including the community extranet, self-service and the recently launched …

Client Support: Laura Murphy, Head of Client Relations & Support, gives an overview of our new community engagement resources including the community extranet, self-service and the recently launched TERMINALFOUR Forum.

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  • 1. The Lenox Hotel, Boston 7-8th November 2013
  • 2. • We are here to support you and your installations of Site Manager….. tForum.boston 2
  • 3. • Based on feedback from you in the 2012 Survey • Design was brought in line with our website • We “re-skinned” by using different styles and template formats tForum.boston 3
  • 4. • Launched October 2013 • Accessible to all with access to the “Administrator Extranet” • 100+ users registered • A resource for you to drive tForum.boston 4
  • 5. • • • • • • • • tForum.boston Report issues online Real time responses Available 24 hours Email notifications Majority of clients actively using Self Service Improved response times Alternative Dashboards created based on feedback Some requests for multi-users 5
  • 6. • View a summary of your support issues • Save issues to a spreadsheet • You can decide who has access tForum.boston 6
  • 7. • As well as using Self Service, MySupport & the Forum we advise use of screen-sharing sessions to more effectively troubleshoot issues • Schedule a “call back” with an Engineer tForum.boston 7
  • 8. We can assist with • Software upgrades • PaaS - Let us manage your full CMS environment on a state of the art Cloud based platform • Server configuration • “Health Checks” for your system and implementation • Cutting over from Production to other Environments • Migrating to different databases • Set up additional Site Manager instances • Clustering tForum.boston 8
  • 9. Client Survey 2013 will gather your feedback This will inform some of our developments for 2014 Upgrades to Version 8 of Site Manager Extranet Community – User access review and change Upgrade efficiencies tForum.boston 9
  • 10. tForum.boston 10