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.

1. The Lenox Hotel, Boston
7-8th November 2013

2. • We are here to support you and your installations
of Site Manager…..
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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
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4. • Launched October 2013
• Accessible to all with access to the “Administrator
Extranet”
• 100+ users registered
• A resource for you to drive
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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
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6. • View a summary of your support issues
• Save issues to a spreadsheet
• You can decide who has access
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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
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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
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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
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