This document provides an overview and status update of various product support services offered by the company in 2000, including: 1) Technical support handled 80-100 calls and 60-75 cases per day with an average hold time of 50 seconds. A wallboard was implemented to monitor queue times. 2) Priority support had 3 calls per day and maintained a hold time under 1 minute. They had 36 customers in service in 2000. 3) POWERLOGIC University increased capacity and saw an increase in registrations from targeted email solicitations. 4) A new PMOZone portal was introduced to provide a single page for accessing knowledge bases, project status, customer data and other resources.

1. Page: 1
PRODUCT SUPPORT SERVICES
Product Services
• Technical Support
• Priority Support
• POWERLOGIC University
• PMOZone

2. Page: 2
PRODUCT SUPPORT SERVICES
PMO Technical Support - 2000
• Volume
– 80-100 Incoming Calls/Day Resulting in 60-75 Cases/Day, 10-20 e-Mails / Day
– 8 Support Representatives
– Maintain Hold Time < 1 Minute (Avg 50 seconds in 2000)
• Follow Up Procedure - No Customers Stranded
– Verify answer solves customer’s problem.
– Every month report open cases and verify contact is being kept with customer.
• Wallboard project completed in May
– Avoid customers on hold for extended times by displaying Queue Count and longest hold time
for everyone to see.
– Show customers on visits how we value technical support.
• Product Issue Process
– Bi-Monthly Communicate Product Issues to Design Engineering and Product Management.
– Issues are Logged and Tracked in Vantive System
• Revised Virtual Engineer Program
– Managing Startup and Scheduling within support
– Continues to Provide Support Reps site experience
– Reduced burden on Engineering Services

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PRODUCT SUPPORT SERVICES
Priority Technical Support Package
– Combine Both Offerings:
• Part # 3000PSUP100- Priority Support 1 Year Agreement Now Includes:
– Free Non Platform Yearly Software Upgrades
• (May change to include Platform Upgrades -Depending on Success)
– Downloadable Firmware Availability
– 2 for 1 POWERLOGIC University Classes
– E-Service through remote control software for PMO Standard Products
– POWERLOGIC Support CD
– 800# with Priority Access to Technical Support
• Cost: $2950/site Vs $1795/site
– Offer is less Expensive than purchasing an Upgrade
– Registration Form Includes Auto-Invoicing Clause
• The term of this agreement shall be for a period of (12) months and will automatically be
renewed for one-year terms thereafter unless the customer or Square D gives written notice of cancellation
to the other sixty (60) days prior to the expiration date of the current period. In the event that the fees for service increase
from one term to the next, Square D will advise the Customer in writing ninety (90) days prior to the expiration of the
current term. It is further agreed that each annual period referred to shall be deemed to end at 12:00 midnight on the
anniversary date of this Agreement. This Agreement shall not be effective or binding on Square D until signed by the
technical support manager or autthorized Square D Representative.

4. Page: 4
PRODUCT SUPPORT SERVICES
Priority Technical Support Results - 2000
• Volume
– 3 Calls/Day
– Maintain Hold Time < 1 Minute (Avg 45 seconds in 2000)
• Customers in Service -36?, 1999 Service 21
• Customer Backlog- 30?
– Waiting for job completion
– Waiting for information from customer
• Revenue Year to Date
– $28k - 1999 Total Revenue $28k
– $82k in backlog
• E-Service
– Revenue
– Backlog

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PRODUCT SUPPORT SERVICES
POWERLOGIC University - 2000
• We have room!!!!
– Increased capacity so we do not have to turn people away.
– Ability to perform more road shows.
– Soliciting customers via e-Mail - First solicitation generated 10
registrations from 200 inquiries
• POWERLOGIC Update Course
– Update customers on new products such as CM-4, Veris and other
device types.
– Intended for customers who have previously attended PLU
• Personnel Changes
– Rocky Everly is Supervisor of PLU
• Performs all on-site training quotations
• Responsible for maintaining the excellent training record of PLU
– David Rewitzer and Tracy Clark have joined the PLU training team

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PRODUCT SUPPORT SERVICES
Introducing PMOZone
• PMOZone's goal:
– Single page that provides PMO a employees a window
to all the Electronic Information available on the
intranet and Internet.
• Knowledge Base
– Search all electronic data with the Knowledge Base
search engine
• Project Server
– View Engineering Services Project Status
• PMO Internet and Intranet Sites
– 4 Internet Sites, 6 Square D Intranet Sites, 2 ENM
Sites
• Customer Data (Enduser Database
– Query for information on our customers.
• PC/Network Support
– Log a Netman or Find out when your lease is up

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PRODUCT SUPPORT SERVICES
Knowledge Base
• Contains:
– Latest Firmware
– FAQ’s from Technical Support entered daily.
– Troubleshooting Procedures
– Application Tips
– Instruction Books and DB’s
• Search by Date for newly entered knowledge
• Search by Symptom
• Enter new Knowledge
• Knowledge Base CD
– Contains same information as Intranet
– Contains latest versions of software and firmware
– Updated Each Time Software is updated.

8. Page: 8
PRODUCT SUPPORT SERVICES
Customer Data
• Data from End User Database
– POWERLOGIC Hardware Current
through end of 1998
– All Software Current through
February of 2000
• Search and Sort Devices by
various selections
• View Site Summary by clicking on
site. Contains:
– Summary of Devices Shipped
– Site Address
– Customer Contacts
– Software
– BDS

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PRODUCT SUPPORT SERVICES
Customer Data - Future
• Develop Data Input capabilities
through May.
• Expect Data to be in synch with
shipments by July/August.
• Enhance Display Features
– Sort by BDS and Territory and Field
Office (May)
– List by Site, Organization or
Contact(June)
– Display Shipments by BDS, Field
Office, State, Product Type Version
and Date Range(August)
– Export Query Output to CSV(June)

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PRODUCT SUPPORT SERVICES
Priority Support Highlight Sheet
• Internet Link
– http://www.powerlogic.
com/Html/TechSupp/Pr
iority2000.htm
• Intranet Link
– http://intranet.us.gs/us/
depts/prodline/powerlo
g.nsf/1b9b28af537fd4e
d852565b70075d9d0/9
ead995c0258a27d852
5682500553783?Open
Document

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PRODUCT SUPPORT SERVICES
Priority Support has 2 Registration Forms
• Software Registration form (Included with
SMS Products- Feb 2000 )
– Has 6 Months free clause
– Priority Support only provided if they sign up for service
– Form states “unless the customer or Square D gives
written notice of cancellation to the other sixty (60)
days prior to the expiration date of the current period”
• Standard Priority
Registration Form
– Use for Existing SMS customers
owning software longer than 6
Months