COMPUTER AIDED TECHNOLOGY CUSTOMER SERVICE GUIDE

Prepared for: Prepared by:

Computer Aided Technology's Subscription Customers Adrian Fanjoy, Computer Aided Technology, Inc.

Document No: Revision:

DOC-000237 B

History:

7/10/11 04/29/13

A B

Initial release Revised

Table of Contents 1 2 3 4

Introduction ..................................................................................................1 About Computer Aided Technology .................................................................2 Contact CATI ................................................................................................3 Customer Support .........................................................................................4 4.1 Products Supported ................................................................................. 4 4.2 Items included in Support ........................................................................ 4 4.3 Items not included with Support ............................................................... 5 4.4 What is Software Maintenance? ................................................................ 5 4.5 Additional ways to receive help with SolidWorks ........................................ 5 4.6 Requirements for support ......................................................................... 6 4.7 CATI Support Offerings ............................................................................ 6 4.7.1 4.7.2

Standard Subscription Support ................................................................... 6 CAT-PhD “Priority Help Desk” Advanced Support ......................................... 6

4.8.1

CATI Support Tools ................................................................................... 7

5.1.1 5.1.2 5.1.3

CATI Support Web Site .............................................................................. 8 Email ....................................................................................................... 9 Call CATI Tech Support ............................................................................. 9

5.2.1 5.2.2 5.2.3 5.2.4 5.2.5 5.2.6

Determine Appropriate Technician .............................................................10 Discuss and Research ...............................................................................10 Reaching Resolution .................................................................................13 Closing the Call ........................................................................................13 Survey Provided .......................................................................................13 Prioritization ............................................................................................13

4.8 5

The Customer Support process.......................................................................8 5.1 Contacting Support .................................................................................. 8

5.2

6

Hours of Operation .................................................................................. 7

Support Call Opened .............................................................................. 10

Training Services ......................................................................................... 14 6.1 Training Class Registration ..................................................................... 14 6.2 Training Policy ....................................................................................... 14 6.3 eLearning .............................................................................................. 14 6.4 The CATalyst NOW annual membership .................................................. 14 7 Consultative Services ................................................................................... 15 7.1 Implementation Services ........................................................................ 15 7.2 Mass Deployment Services ..................................................................... 15 7.3 CAD Administration Services ................................................................... 15 7.4 Other Services ....................................................................................... 16 8 Publications................................................................................................. 17 8.1 CATI’s TechLink eNewsletter .................................................................. 17 8.2 CATI Website ........................................................................................ 17 8.3 CATI Links ............................................................................................. 17

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1 Introduction Thank you for choosing Computer Aided Technology, Inc. (CATI) as your partner. We have put into place the right people and processes to make your use of our products and services as productive as possible. We have developed this manual to ensure your awareness of the services available and how to best use them. This document has been developed to ensure that our customers are well informed of our technical support, training, and consultative services, as well as the benefits these services offer. Please let us know if there is any other way we may be of assistance. We look forward to a long and productive relationship with you and your company. The CATI Customer Services Team

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2 About Computer Aided Technology Computer Aided Technology, Inc. (CATI), headquartered in Buffalo Grove, IL, with full-service facilities throughout the Midwest, was founded in 1992. CATI is dedicated to providing comprehensive technology solutions for commercial and educational design, engineering, and manufacturing companies. By offering product sales, implementation, training and support of “Best-in-Class” technologies, CATI delivers powerful solutions that assist companies in increasing productivity and profitability.

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3 Contact CATI All of CATI's personnel, support services, training information, and general customer service can be reached through our corporate headquarters via phone at 888.308.2284. For more direct access to specific services: TECHNICAL SUPPORT Email:[email protected] Phone: 888.285.2284 Web: http://www.cati.com/support/3d-cad-solidworks-support.html TRAINING INFORMATION Email: [email protected] Phone: 920.268.1718 Web: http://www.cati.com/training/solidworks-cad-training.php

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4 Customer Support Whenever you have a technical question regarding any of the products you have purchased from CATI, please contact the Technical Support department. This team is dedicated to documenting and resolving all issues you may encounter using any CATI supported solutions.

4.1 Products Supported CATI currently supports many applications that will allow you Design, Simulate, Manage and Publish your company's data. For a complete listing of all products that CATI supports please go to: www.cati.com/products.com Typically CATI will support all current versions and two previous versions. For example, if SolidWorks 2013 is the current version, CATI will follow SolidWorks' protocol of supporting SolidWorks 2013, 2012 and 2011. If your company still requires support for older releases, a special support plan may be required. In any case software development by SolidWorks will typically end with SP05. There will not be any modification or additions to SolidWorks software. If software needs to be modified beyond SP05 customers will be required to upgrade to the newest version.

4.2 Items included in Support •

Access to the CATI support Web Portal

•

Phone, Email and Web based Assistance with: o Product Information o Basic Configuration and basic System Administration o “How to use” system features o Methodology & Troubleshooting o Capturing and submitting software “bugs” and/or enhancements to the software developer.

•

Internet based access to software updates and service packs

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4.3 Items not included with Support •

On Site assistance

•

On Site or Web based installation of server or client software

•

Training “Over the Phone” (determined by technical support professional)

•

Distribution of updates and Service Pack via CD/DVD

•

Best practices consulting

4.4 What is Software Maintenance? When you purchase software maintenance, you pre-purchase all software updates and software support for 1 year. The subscription is renewable every year and ensures that you have access to the latest and most fully featured version of the software. When you purchase software maintenance, you also receive access to the CATI Support Center via the web, phone or email as well as access to the tools offered thru the SolidWorks Customer Portal.

4.5 Additional ways to receive help with SolidWorks SolidWorks has established a community of SolidWorks users that are a great source of information. Please familiarize yourselves with these resources to make sure we provide your team the best possible service. For more information on these support options you can visit: http://www.cati.com/support/3d-cadsolidworks-support-get-help.html

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4.6 Requirements for support Support is available only to clients who have a current maintenance contract. When contacting CATI regarding a new or existing issue the following information is required:  First name, Last name, Company, Phone +ext, e-mail address  Customer Support Contract Number  Call# if pre-existing with CATI  Description of the problem Additional information will save time:  Software and version and date code/service pack, including Solution Partners if related.  Serial Number  Operating system/RAM/Video Card  Is it reproducible, if so please list the steps or have a SolidWorks Rx recording of the problem  If the issue is not reproducible, describe the circumstances & symptoms observed

4.7 CATI Support Offerings CATI has developed different levels of support offerings that allow us to tailor our service to meet the needs of your company. This menu is broken into the following plans:

4.7.1 Standard Subscription Support CATI Standard Subscription Support entitles you to live technical support from CATI. Support services include telephone assistance with product features, menu commands, installation issues, and troubleshooting. We also act as your advocate to product issues reported to SolidWorks at the proper priority. Standard Support is included in your purchase of annual software maintenance.

4.7.2 CAT-PhD “Priority Help Desk” Advanced Support CATI offers an annual support service called Priority Help Desk (PhD). CAT-PhD Advanced support is available at an additional charge per user of software and provides the customer with more support benefits by allowing CATI to take the Computer Aided Technology, Inc. Copyright 2011 – All Rights Reserved

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place of your expert staff member. This service includes all of the benefits of Basic Support plus: •

Extended Support Hours

•

Live Chat based Support

•

Training Discounts

For a complete list of benefits that are included in PhD visit: http://www.cati.com/support/3d-cad-solidworks-support-overview.html

4.8 Hours of Operation Our Support Center operates from 8:30 a.m. until 5:00 p.m. CST (Central Time), Monday through Friday, with extended hours for our PhD level customers. If your company finds itself with a need for support outside normal business hours, extended hours support is available at an additional cost. You must make arrangements in advance with our support team for extended hours support.

4.8.1 CATI Support Tools CATI uses advanced web and phone support systems to provide “best in class” support services to our customers. Our customers can take advantage of the following: ⇒ Digital “Voice Over IP” (VOIP) phone system enabling features for reaching technical support representatives in the field. ⇒ Call Center software for electronically tracking all calls, each receiving a specific call number for tracking and automating notifications to customers. ⇒ Web Support tools from WebEx (https://cati.webex.com) to allow our technical support team members to securely see or even control your PC to help resolve any issues quickly. Please verify that your corporate IT department allows usage of the WebEx application. For more information see www.webex.com. ⇒ Online Web Tracking to allow users to create new calls or to check the status of existing support call(s) or to submit notes, files, and comments.

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5 The Customer Support process Computer Aided Technology has developed a technical support infrastructure that allows customers to receive a timely and accurate resolution to your questions. In order for you to best utilize CATI’s Customer Support services, this section will give you an explanation of how the process is executed. The flow chart below maps the basic process. Following the flow chart are detailed explanations of each step in the support process. 1

2 Customer Contacts Support

3 Route Issue to Appropriate Technician

Support Call Opened

4 Investigate / Research

5

6 Reach Resolution

Call Closed

5.1 Contacting Support 5.1.1 CATI Support Web Site The CATI Technical Support Portal allows the user the quickest way of getting issues entered into the technical support database. All support issues entered through the portal are entered directly into the support database automatically upon submission of the web form. Users that take advantage of the online submission tools will also be able to track their calls through the support process regardless of the method used to initiate the call. Every note made in the CATI Support Database will be instantly available to the user. All of the users outstanding SPRs, closed calls, and currently open calls will also be available to the user. These are excellent tools for the customer to monitor the status of their support issues. To gain access to the Support Portal you must be on current subscription service with CATI. Follow the link below to Register for the online service. https://fmpro.cati.com/fmi/iwp/cgi?-db=supportexternal&-loadframes

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5.1.2 Email To email the CATI Support Team, use the email address of [email protected]. The technical support Inbox is monitored by all support technicians regularly. The email method has built-in benefits versus calling the support line, including quick listing of information required to get the call started in a written format, time-stamping, and immediate delivery of an email receipt to ensure the email went through and is in CATI’s hands. This will also allow you to attach files 10MB or smaller immediately. Below is a list of information that should be included in your email. Minimum information needed:  First name, Last name, Company, Phone +ext, e-mail address (Can be email signature)  Customer Support Contract Number  Call# if pre-existing with CATI  Description of the problem  Files related to the problem. Note: Email attachments sizes are limited to your company restrictions. Contact your local admin for specific information. For large file transfers, CATI will provide FTP login instructions that are specific to your support call. Each call is assigned a specific unique login and password, and all files will be deleted 45 days after the call is closed.

5.1.3 Call CATI Tech Support Call the support phone number 1-888-285-2284 between the hours of 8:30am and 5:00pm CST. The CATI Central Support Center has an automatic attendant that will greet you and allow for two main options. The first option is to hold for the next support technician available. The second option is to leave a message. The option to hold in the support queue is indefinite, however, at regular intervals the phone system will give you an option to leave a message or to stay in line for the next technician. The Automatic Call Distribution system will answer the calls in the order received.

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5.2 Support Call Opened After the support ticket has been opened with CATI, the following actions occur to ensure accurate tracking of the issue. An opening email will be sent to you with the call number and statement of the issue. All CATI facilities and employees are connected by a Wide-Area Network (WAN) to a central database. For CATI support technicians, this database serves as the core of all information, containing all documentation and time tracks a call or incident from start to finish. All forms of issue submission will result in the “open call” email from CATI within 60 minutes during business hours. The call is time stamped and an email is automatically generated and sent to the customer. Each issue submitted by the customer may be assigned a separate call number therefore; a customer may receive multiple notifications. This is necessary in order to accurately track and resolve multiple variables in the troubleshooting process. The email also lists a method of communicating with CATI if ever the customer feels things are not moving ahead promptly or as expected. If at any time the customer has an issue with our service, we invite the feedback.

5.2.1 Determine Appropriate Technician When contact is made via email, the CATI support staff determines the appropriate technician based on information given in the customer’s initial email. These decisions are made to ensure that the customer gets the best and most timely resolution to the issue.

5.2.2 Discuss and Research If the technician can resolve the issue immediately, he/she does so and the call is considered “Closed.” Otherwise, a tier 1 technician will pass the call to a tier 2 technician. 5.2.2.1 Troubleshooting process and status categories of calls

The Troubleshooting Process now goes into action and a support technician will either call or email the customer with questions and recommendations to move forward. Each end user has different levels of capabilities and all are handled accordingly. The stages of the troubleshooting process are listed below. Computer Aided Technology, Inc. Copyright 2011 – All Rights Reserved

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5.2.2.2 Troubleshooting is not always real-time

The CATI Customer Support department goal is to resolve issues as quickly as possible, ultimately real-time. However, quick software release schedules, external variables that exist with operating systems and rapid changes with computer hardware pose a complex matrix of possible problems. Since our staff is dedicated to full-time resolution of these problems, we have a high probability to solve almost all issues. Needless to say, nobody knows everything and therefore, CATI offers an escalation policy if ever you feel that there is something lacking in the current status of any given open call. The technicians on our staff have diverse backgrounds of experience and disciplines relating to design, engineering, manufacturing, and data management. CATI technicians support many disciplines such as, Sheet Metal Design, Tool/Die and Mold Design, Consumer Products, Machine Design, IT Administration, and Software Development. This matrix brings high demand for research, continuous learning and collaboration amongst CATI team members. While the customer is typically more advanced at the discipline in question, our team strives to understand and relate to the problems. We team up with our clients to get resolutions in a timely and accurate fashion. This is the core of the Customer Support department’s philosophy. 5.2.2.3 Possible intermittent status categories

If the call is not closed, there are several other steps that may occur during the troubleshooting process. Here is a list of possible status items that a call could evolve through during its life cycle. Open-Customer Files -- In order to further research the files must be emailed or FTP’d to CATI. This status would be the waiting period until those files are received. Open-Vendor Reply -- The vendor of the software needs to be contacted in order to understand the behavior of the software in question. The CATI staff does this only after the technician has a factual case to report. Response times will vary based on each issue. Open-SPR-- An SPR is a Software Performance Report number that is used at most vendors internally for tracking of software defects (bugs), and enhancements. When the vendor fixes an SPR, a notification is sent out to the individual that was attached to the SPR, to inform you of the opportunity to download the necessary software to correct the problem. Open-In Research -- A CATI technician is researching a problem.

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Open-Customer Reply -- Customer was given suggestions or steps to execute, but could not perform the suggested actions in real-time. This will be the status until the customer completes the steps or suggestions and contacts support. Open-New -- New logged call with no answers or suggestions at this time. 5.2.2.4 Escalation of an open issue

At anytime during the life cycle of an open issue the technician or the customer may determine that resolution may require escalation of the issue. The technician may, with approval from the customer, contact another resource, either CATI internal or SolidWorks personnel, and have that resource contact the customer directly or discuss the issue via conference call with the customer. A customer may request that an issue be escalated if he/she feels that it will shorten time to a resolution or if he/she feels that a higher level of technical expertise is required for resolution of the issue. When the customer needs something to be escalated, please consider the following options. 1. Ask the technician to escalate the issue for additional feedback and understanding. The call will be escalated to the next level technician or manager. 2. Communicate with the Support Manager directly to let him know something is not moving quickly enough or with the proper applications experience that the issue needs. 3. Finally, upon receiving a “closed call” email notification, if you do not believe that the call should be closed for any reason, there is a link that will automatically email CATI technical support and reopen the call. Any call held open in this manner is automatically escalated. This email will be copied to multiple individuals including Josh Altergott, Support Team Leader, and Adrian Fanjoy, Technical Services Manager. 5.2.2.5 WebEx for Real Time Collaboration

WebEx online meeting services are used by CATI support for direct collaboration with our customer. Technicians are able to log into the client machine and share control with the customers permission. This allows us to investigate issues that may be specific to an individual machine that may not be duplicated or captured in another way.

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5.2.3 Reaching Resolution The CATI technician will close the call only after the technician and the customer mutually agree that, through their efforts, they have resolved the issue.

5.2.4 Closing the Call An email is sent to confirm closure of the issue with the customer. If the customer does not feel the issue is resolved, he can contact the technical support team to reopen the call. Additional details about the issue will required at that time.

5.2.5 Survey Provided We invite feedback on the performance of our support services and therefore customers are invited to provide this via the link in every closed call notification email. All feedback is appreciated and reviewed by CATI management.

5.2.6 Prioritization Prioritization of support calls is based on several aspects including, issue severity, the service level of each customer, and age of the issue. Calls that are open in the support log are frequently assessed to assure that the proper priority is assigned to the calls.

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6 Training Services CATI’s Training Department offers a full range of technical training solutions for engineering and product development. For information on the courses offered, descriptions, length, schedule, and price see the Training section of our web site (http://www.cati.com/training/training-courses.php).

6.1 Training Class Registration You must pre-register for all classes. You can register for training by calling 888.308.2284, online at www.cati.com, or by calling your sales representative.

6.2 Training Policy CATI has developed training registration and training policies to ensure the highest possible customer satisfaction as well as the most professional and effective classroom environment possible. Please refer to this link to review our Training Policies. If there are other topics of interest or training concerns that are not listed, please contact our training manager Ketul Patel ([email protected])

6.3 eLearning CATI offers eLearning solutions from SolidProfessor. The SolidProfessor LMS brings a comprehensive library of multimedia training right to your desktop. It allows you to access training without ever leaving the SolidWorks environment. The SolidProfessor tools are an outstanding complement to in class training. They allow the user to learn new skills and refresh on topics that can improve productivity and their comfort level with SolidWorks.

6.4 The CATalyst NOW annual membership CATI’s annual CATalyst NOW membership provides the customer with the training and support needed while lowering the cost of overall investments. The CATalyst NOW membership gives the customer the opportunity to choose any or all of CATI's wide variety of SolidWorks core and industry-specific classes for one full year. To complement this curriculum, a membership also includes access to the CAT-PhD and the Certified SolidWorks Professional exam, and SolidWorks training 24x7 with Solid Professor Learning Management System. For a listing of the different CATalyst memberships and the benefits included please see http://www.cati.com/training/solidworks-cad-training-catalyst.php Computer Aided Technology, Inc. Copyright 2011 – All Rights Reserved

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7 Consultative Services CATI offers a wide range of consulting services for our customers. Our services are geared to ensure that companies achieve a maximum level of productivity and efficiency with SolidWorks and its related products. Our consulting services include one on one mentoring, group presentations, best practices development and Implementation services.

7.1 Implementation Services CATI along with our subsidiary InFlow Technology have developed a set of standard implementation packages for the entire SolidWorks Product portfolio. For a listing of all Implementation Services that are offered please see http://www.cati.com/services/3d-cad-solidworks-services-implementation.html

7.2 Mass Deployment Services CATI Mass Deployment Services are a highly structured family of consulting services that allow you to outsource your efforts for deploying SolidWorks and its related products to your users. The base services are packaged as an annual subscription while add-on services vary between annual subscriptions or one-time charges based upon the specific service. The deliverables are structured per SolidWorks version. The product is modular to allow customization to your specific needs. The base product is the image creation and test for version rollout and 3 Service Pack upgrades via WebEx. Beyond that, other services can be attached separately.

7.3 CAD Administration Services In some circumstances a company may find need for a temporary or even permanent outsourced CAD Administrator. CATI offers the ability to utilize a member of our staff to provide complete CAD Administration services generally at a fraction of the price of a full time employee. This offers many benefits to the customer including: •

Highly qualified personnel for the administration of their CAD environment

•

Full software deployment services

•

Hardware analysis and recommendations

•

Hardware and software configuration and maintenance

•

Year round upgrades, updates, and maintenance

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•

Backup for the CAD administrator through our other staff members

The CAD Administration services offered by CATI allow a company to take a hands-off approach to their CAD tools maintenance and focus their efforts strictly on product development and meeting the needs of their own customers.

7.4 Other Services Other services offered require discussion with the customer to determine scope and method. These services include but are not limited to: •

Onsite mentoring

•

Development of corporate best practices

•

Onsite support

•

Software installation

•

Environment and modeling methods analysis and recommendations

•

Custom training

These services are completely customizable and will be adapted to the customer’s needs appropriately.

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8 Publications 8.1 CATI’s TechLink eNewsletter This monthly eNewsletter is an exciting opportunity for CATI to provide our customers with the latest information on the ever-advancing engineering, manufacturing and information technology industries. Not only will this eNewsletter keep you up-to-date with the latest innovations on the best-in-class products we offer, it will also provide up to the minute special CATI events. To view the TechLink Archives visit http://www.cati.com/company/3d-cad-solidworks-reseller-newsletter.html

8.2 CATI Website CATI’s Website hosts a vast amount of information for our customers including online customer support, technical product information, training and event schedules, as well as CATI and industry news.

8.3 CATI Links Complete list of our training classes and schedules http://www.cati.com/training/solidworks-cad-training.php Complete list of our products http://www.cati.com/products/solidworks-3d-design-analysis-cad-software.html Upcoming events http://www.cati.com/events/3d-cad-design-events.html eNewsletter archives http://www.cati.com/company/3d-cad-solidworks-reseller-newsletter.html Press Releases http://www.cati.com/company/3d-cad-solidworks-reseller-press.html Tech Support Online http://www.cati.com/support/3d-cad-solidworks-support.html Useful Web Links http://www.cati.com/support/3d-cad-solidworks-support-community.html

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