Broadvine Support Portal 1 Customer Support Evolved SupportBroadvine

Broadvine Support Portal 1

Customer Support: Evolved Support@Broadvine. com Customer Support Portal Send us an email, we will get back to you. Self help: We promise. • • Search our knowledge base for answers How-to instructions Training materials FAQs and Troubleshooting We are here to help: • Submit targeted support requests (account, technical, and data) • Stay updated through email notifications • View and comment on your ticket in the portal • Customers can review and approve fixes Communication: • Release notes • Downtime • Known bugs 2

Support by Email 3

Portal Experience Search the BV Knowledge Base Submit a Support Request 4

Support Portal Experience Support Requests: • Users will create a Support Desk account using their email address. • Summary, Component, and Description fields are mandatory. • Key words from the Summary text are used to identify related articles in the knowledge base. • Select the module from a pick list. • Users can drag and drop files and screenshots to include as attachments. 5

Support Portal Intuitive Interface Uncluttered, easily navigable screens and forms � guide customers through the support process Help Yourself or Let Us Help You Browse an ever-growing library of information or Targeted Support Categories Route requests directly to subject matter experts to reduce investigation times and speed resolution Combines automated and personalized email responses to facilitate two-way communication � Customers Are Part of the Process Customer approval / sign-off can be included as part of the ticket resolution process request assistance from the support desk � Increased Responsiveness � Fully Integrated with Development Escalate bugs and issues directly to Engineers or Microstrategy from within the Portal 6

Broadvine Knowledge Base 7

The Broadvine Knowledge Base A centralized library of articles, training, how-tos, FAQs and troubleshooting guides for each Broadvine module. 8

Knowledge Base: Module 9

Knowledge Base: Articles are grouped by module • Organized based on DITA* guidelines: Concept > Instructions > References • Articles include table of contents and are crosslinked to allow further reading. *Darwin Information Typing Architecture 10

Knowledge Base: Constant Evolution Like Broadvine, the knowledge base will be in a continuous state of growth and improvement. For initial release, the knowledge base will include the basics: • • • Product Overviews Module Navigation How-to Articles Terms and Definitions Work Flow Diagrams In the future it will grow to include: • • FAQs Troubleshooting Guides User Training Documents NEXT Generation Functionality • Onboarding • User Management • Account Mapping • Module Redesign 11

Knowledge Base Easy to Use Uncluttered and easily navigable – search or � navigate by module Single Searchable Repository One source for all information allows users to quickly find the information they need to be successful Help Yourself Why wait for a response from support when you � Search the entire knowledge base from the Portal can find the answers to the most common issues supportal interface yourself? � Organized by Module Future state could allow direct navigation to module-specific help from within each module Fully Integrated with Support � Support Cases Drive Content Can an issue be educated away? Or does it need to be engineered away? Or a combination of both? 12