This presentation is for new Ajera users. It provides a brief orientation to managing your Ajera account

1. Deltek Ajera
Administrator
Webinar
Christine Boermeester, Customer Engagement Manager
Ellen Keeley, Ajera Product Management

2. Questions
5/18/20172
 You can enter your questions in the webinar panel and we will answer at the end
of the session
 Some questions may require offline/follow-up conversations

3. Webinar Agenda
 What’s New and What’s Coming
 Meet Your Customer Success Manager
 Customer Care Overview
 Administrator Awareness and Responsibilities
 The Administrator Role
 Activation and Onboarding to the Cloud
 Managing Ajera SaaS
 Questions & Answers
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4. What’s New and What’s
Coming
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5. Ajera 8.10
• Credit Card Import
• Favorite Tasks and
Tab Groups
• New Project Widgets
for Gantt, Snapshot &
Progress
• Widget Gallery
• Payroll Service
Accruals
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6. 9.0 - Mobile Expense Reports
• New Mobile app for
Expense reports
• Using Deltek’s Touch
technology
• Available on IOS & Android
• Enter your expense reports
directly from your device.
• Includes the ability to upload
an image of the expense and
attach it to the item.
• Expenses immediately
available for approval in
Ajera

7. 9.0 - Upload File Attachments
• Upload images as
attachments on
expense reports, in
house expenses and
vendor invoices
• Data stored in a
linked SQL database
• View or download the
attachment from
Ajera

8. 9.0 - Project Information
Management Integration
Integrate Deltek Project
Information
Management and Ajera
with new widgets to
easily manage
documents projects,
clients, contacts,
employees and vendors

9. Project Information Management
Integration
PIM
Create and Edit
automatically updates
PIM for:
 Projects
 Clients
 Contacts
 Employees
 Vendors
Project Information Management widgets will be
available in dashboards and interact directly with
PIM.

10. 9.0 - Email Invoice
Enhancements
• Email invoice
templates that allow
customized email
content by project
when emailing
invoices
• Control the name
and the folder where
pdf copies are
stored

11. Stay up-to-date with the
Deltek Ajera Blog
Subscribe today! https://www.deltek.com/en/learn/blogs/a-and-e
CONFIDENTIAL ©2015 Deltek, Inc. All Rights Reserved11

12. 12
Training
www.Deltek.com > Learn > Deltek University > Browse Courses

13. The New Deltek Learning Zone!
Virtual Live Courses (Live Instructor-
led)
 Public Monthly Calendar
Self-Paced Learning (Online Courses)
Performance Support Videos
(Formerly “Confidence Builders” or
“Learning Portals”)
Product Certification Exams - $295
each
Infographics (Printable/Download)
6

14. Specific content in the DLZ:
11 Virtual Live Classes scheduled on recurring basis, covering:
 Security and Setup
 Time Entry and Payroll Processing
 Expense Entry and Accounts Payable
 Chart Widgets
 Table Widgets
 Reports and Widgets
 Bank Registers, Credit Cards and Reconciling
 Monthly and Year End Reconciliation and Review
45
Ajera CRM
Performance
Support Videos
2
Recorded Sessions
(more being added
as conducted)

15. Ajera Workshops
http://more.Deltek.com/LP=8169
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16. Call for Speakers open now
until May 24th!

17. 38th Annual Deltek Clarity A&E
Industry Report
5/18/201717
Results next week! Go to http://more.Deltek.com/clarity-ae-2017

18. Deltek Ajera Showcase
5/18/201718
Learn more and register at
http://more.Deltek.com/20
17-Deltek-Vision-and-
Ajera-Showcase
May 25, 2017 – New York, NY
June 7, 2017 – Portland, OR
June 13, 2017 – Chicago, IL
Sep. 13, 2017 – San Francisco, CA

19. Meet Your Customer Success
Manager
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20. Customer Success Manager (CSM)
• Primary point of contact throughout your product lifecycle, starting with
onboarding
• Offers customer assistance and non-support questions about Ajera
• Will contact you periodically to make sure you have everything you need to
make the most of Ajera
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Mara Lauzon
MaranathaLauzon@deltek.com
703.345.2782
(Western half of North America)
Shelley Van Dyk
ShelleyVanDyk@deltek.com
503.688.5704
(Eastern half of North America)

21. 5/18/201721
Customer Success Manager (CSM)

22. Customer Care Overview
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23. Deltek Customer Care
Award winning support and maintenance to keep your business up and running, and to help
protect & extend the life of your Deltek investment
 250+ Customer Care team members across the
globe with practical, real world experience
 Ongoing investments in Engineering to provide
customers with desired new functionality
 Closed over 120,000 cases in 2015
 Provide multiple Customer Care Plans options,
including 24x7 emergency support
 Membership in the Deltek Connect Forums, with
thousands of community members
 Award winning Support, including TSIA (Technology
Services Industry Association) Outstanding rating

24. What is Supported
Deltek software related questions not
covered in documentation
Troubleshooting error messages
Defect troubleshooting and support
Access to online self-service tools
Implementation and upgrades (for SaaS
customers only)
What is Not Supported
Troubleshooting performance or network
issues not directly related to Deltek
software
Third party product troubleshooting such
as Oracle or SQL Server
Guidance or recommendations on
customer specific unique configurations
or process
Customization of the product or reports
(not related to standard code)
Product training
What is Support?
24

25. Logging a Case
Taking time to log a high quality case will result in quicker resolution
The Title
Keep the title brief but descriptive; give a general idea about the nature of the
issue
The Detail
 Write a structured description of the issue
 Include the exact steps to replicate the issue if applicable
 Include the specific business impact to you or your organization, which
helps define the appropriate case severity level
 Include or attach all supplementary information, such as full error
messages, screenshots or log files
 Be sure to mention that you are a cloud customer if applicable
25

26. Deltek Customer Care Connect
https://customercare.deltek.com 1.877.HLP.PROJ (1.877.457.7765)
 Available 24x7
 Personalized access & tailored content
 Connect with thousands of Deltek users on our
Connect Forums
 Add new support cases or modify existing ones –
anytime, anywhere
 Review real-time status of your cases
 Monitor your firm’s support activity
 Receive real-time support alerts
 Chat online with a support analyst
 Search our extensive knowledge library of helpful documents,
tips and tricks & FAQs
©2013 Deltek, Inc. All Rights Reserved26

27. Year End Info Center and Webinars
In January Year End volume in Support increases 25%, so wait times may
increase slightly when you call in. We have created additional resources to help
at this busy time of year!
Year-End Info Center
 The Info Center is available now on the Support site (support.deltek.com)
 One-stop shot for everything needed to help with year-end activities
Year-End Webinars
 We are offering free Year End webinars that cover reconciling, producing
1099 and W2 forms, and closing out the year; we will also make a recording
of a webinar available in the Year End Info Center; sign up link here.
Quick Chat
 Chatting directly with a Support Analyst through the Support site is a great
way to get your Year End questions quickly answered
27

28. For More Information
56 Minute Detailed Video
https://deltek.custhelp.com/app/answers/
detail/a_id/82342
5 Minute Quick Overview
Click the “About the Connect Site” video
in the upper right of the home page
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29. Deltek Connect Customer Forums
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30. Administrator Awareness and
Responsibilities

31. The Administrator Role
 The administrator role is a critical component of being
successful with your Deltek Ajera solution
 Liaison between your organization and Deltek
 Deltek’s primary point of contact, your organization’s
primary point of contact
 Responsible for managing and administering
 Ensure Administrators are properly identified
 Highly trusted individual, broad access
 Can delegate to trusted consultant
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32. 1. Log in to the Axium solution center: http://www.axium.com/solutioncenter
with your email address as the username.
2. Click “View Cart.”
3. Click “Employee Limit Increase.”
4. Choose the amount of licenses you need from the drop-down menu, and
click “add to cart.”
5. You will be walked through paying online in the following screens.
License Expansions via the Self-
Service Portal
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33. Onboarding to the Cloud
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34. Activation and Onboarding
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Sales
Transaction
Complete
• Admin
identified
Activation and
Welcome
Email
Conversion from on-premise
Database Provisioning and
Testing
• Send existing database. Database
restored to the Ajera cloud.
• Testing period
• Send latest production database.
Database restored to the Ajera cloud.
Live and
Running with
Deltek Ajera
New Sale Database
Provisioning
• New database
provisioned

35. Activation and Onboarding
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36. Activation and Onboarding
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37. Subscribe to Maintenance
Knowledge Base Article
 Go to https://deltek.custhelp.com/app/answers/detail/a_id/83149/kw/saas
 Log in to the Deltek Customer Care Connect site using your credentials
 The Deltek Customer Care Connect site opens the Ajera SaaS Knowledge
Base article #83149.
5/18/201737

38. Subscribe to Maintenance
Knowledge Base Article
 Click the Notify Me option that displays at the bottom of the
article
 The following message displays:
 Click OK
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39. Subscribe to Maintenance
Knowledge Base Article
 Notification email:
 Adjust spam filters if necessary – allow emails from
delteksupport@deltek.com
5/18/201739

40. Deltek Cloud Solutions
 Making it easier for you to submit service requests
 Available now, constantly refined
5/18/201740

41. Managing Your Ajera SaaS
Solution
 Service Requests – all requests done via Customer Care
 Sandbox Creation/Refresh
 Backup Restore
 Database Request
 Admin Password Reset
 Changing SaaS Administrator
 Requests must come from administrator
 Planned Maintenance and Unplanned
Maintenance/Outages
 Typical, every other Saturday evening – Sunday
morning, 6-hour window
 Watch portal, KB article (soon in login alerts)
 Upgrades, Hotfixes and Service Packs
5/18/201741

42. Managing Your Ajera SaaS
Solution
 Sandbox Creation/Refresh – separate database within
production environment, can be used for testing and
training
 Copy of existing production database
 Single sandbox per customer
 Can request a “refresh”; 6 allowed annually
 Backup Restore – some incident requires restoring
backup database
 Request should include point in time for restore and when the
restore can be executed
 Databases backed up no less than once per day
 4 allowed annually
5/18/201742

43. Managing Your Ajera SaaS
Solution
 Database Backup Request – need for a database
backup to be shipped to you
 Request should include point in time
 Transmitted via secure FTP
 4 allowed annually
 Admin Password Reset – password for admin account
within Ajera is forgotten
 Cloud operations will reset to randomly generated
 Request should include User ID of the account for which the
password needs to be reset
 Password should be changed after first login
 Only applies to admin account in Ajera
 Have a backup admin account to avoid the need for this
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44. Managing Your Ajera SaaS
Solution
 Replacing Absent Administrator – existing
administrator leaves company without transferring role
to someone else
 Letter on company letterhead signed by c-level executive
submitted to customer care
 Letter must include name of previous administrator and name
and email of new administrator
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45. Remember
 Subscribe to the maintenance knowledge base article if you
are a SaaS customer
 Check out the Ajera forums on the Connect site
 Sign up for future Administrator webinars at
http://more.deltek.com/AjeraAdministratorWebinar
5/18/201745

46. Questions
ShelleyVanDyk@deltek.com (Customer Success Manager)
MaranathaLauzon@deltek.com (Customer Success Manager)
https://customercare.deltek.com