NEW! QAD Global Support and Learning Now Offer Premium Support

QAD Support Brings Agility to Customers

In your 24x7 world, you need the assurance of 24x7 customer support. That's why QAD Support has created a new Premium Support tier, including new Premium Learning features, designed especially for the high-pressure, high-demand, 24x7 global manufacturing environment. In today's hyper-competitive global marketplace, technology issues and erosion of knowledge can result not only in lost productivity, but also devaluation of valuable customer relationships and employee attrition.

When customers implement QAD products, the relationship is just getting started. Helping our customers get maximum value from their investments in QAD applications requires continuous engagement. The customer support relationship helps QAD customers prepare for the future by keeping current with the latest manufacturing techniques and trends, and preventing erosion of knowledge through attrition and turnover.

QAD Premium-tier Support provides comprehensive coverage. And like an insurance policy, you hope you never need to use it, but its there for you in the event that you need it. We are fully committed to helping our customers take their systems and employees to the next level. Below are just a few of the new features:

• Live 24x7 Premium Support - Premium Support can provide QAD customers with access to live customer support 24 hours a day, 7 days a week, 365 days a year. "Live Support" means that Customer Support Representatives will be available for telephone, Web or e-mail entered incidents, to begin resolving your question/problem immediately.
  
  Premium Support hours extend beyond the standard 8 x 5 work week, providing live English-only customer support for the standard QAD Product Suite*. Please contact your QAD Support Account Manager to arrange this service.
  
• Support Account Manager (SAM) - Premium Support customers will receive a dedicated QAD Support resource to assist in establishing the appropriate functions and procedures relating to Premium Support. This person is the customer's primary contact at QAD and will be responsible for:
  • Developing an annual support plan/account review

  • Administering annual account visits

  • Maintaining regular contact through conference calls to go over any escalated incidents or discuss any training needs
  
  The SAM will serve as the focal point between the customer account and QAD Support in order to develop and maintain a good working relationship between QAD and the customer. An account is a single customer, who may have multiple sites. The Support Account Manager is responsible for the entire account, regardless of the number of sites.

• Dedicated Phone Line - As part of the Premium Support offering, QAD customers will receive access to a dedicated telephone line to contact QAD Support. This global toll free number will identify you as a Premium Support customer when calling QAD Support to ensure that your incident is handled appropriately according to our premium guidelines.

• Product Roadmap Session - As part of the Premium Support offering, your Support Account Manager will arrange an annual product roadmap session to provide you a look into QAD product development-for both products and verticals. During this session QAD will share its product strategy and vision as well as inform you of the projects currently underway and future projects that are being considered.

• Incident Response Target - QAD Support will use reasonable efforts to respond to incidents in accordance with the response times listed below. The definition of a response, as QAD has defined it, must meet one of the following criteria:
  • solution exists
  • solution or answer to the incident
  • need more information to analyze the incident understand the incident and are, or will be working on it

Target Response Times

QAD Premium Learning Program

Available only through Premium-tier Support, User Roles, Administrative Reporting and Learning Management can be delivered to customers to enhance their ability to manage and monitor their employees' training. This capability should be very appealing to managers who wish to insure their employees are working at peak performance.

• User Roles - Roles are established providing access to reports and learning management functionality. With this premium offering you have the ability to group users by business role or by organization. Registrar Roles have the ability to assign courses to their employees, track their progress, enter and modify individual student profiles, enroll students in courses and access reporting.
• Administrative Reporting - Management reports are available for the groups within the organization. Web-based reports show user activity by enrolled, in progress and completed.
• Learning Management - QAD Web account access and QAD Learning Portal courses allow tracking of readiness, compliance reporting and requirements, viewing their employee training records by organizational group, and monitoring progress.

Learn more about QAD Support.

* Support of localizations may be limited, and customizations are excluded.

What's New and What's Coming

QAD Learning Portal. Learn more about courses currently available on the QAD Learning Portal: Featured Courses Overview. You will find many educational courses created by today's manufacturing experts, as well as QAD MFG/PRO core functionality courses on MRP and MPS.

Web Events. Registration for the following Web events will be open soon:

• June: Basics of Accounts Payable and Accounts Receivable
• July: Supplier Schedules

Log in to the ServiceLinQ eLearning Web Events Archive to view the recording of past Web events, including:

QAD Service & Support Management (SSM) Parts 1 and 2
This Web event features a business overview of the SSM functionality and discusses additional topics, such as:

• The differences between linking a service call to a Returned Material Authorization or using Call Activity Recording
• How to account for your service revenue and costs
• How to track items or entire product structures in the users Installed Base

Maximize efficiency within your Supply Chain
Those who are serious about collaborating with their distributors, suppliers and partners up, down and across the value chain have the efficiencies in place in order to survive in today's just-in-time, global economy. Do you?

Learn how the QAD total Supply Chain Management solution can help you increase productivity while reducing costs to help you gain a competitive advantage.

Meeting the Challenges of Governance
In this emerging, yet critical aspect of today's business environment there are few formalized processes to ensure ongoing success. We can help! View this Web event to learn how.

Knowledgebase. Since February, 295 new solutions have been created and made available in the QAD Knowledgebase. Check out a few of the most frequently used solutions:

• How to use two Java plug-ins through one Web page (qad41287)
• Reviewing and correcting repository tables (qad42716)

To review these solutions, go to http://www4.qad.com/qadkb/esupport.asp and enter the solution ID.

Customer Advisories. The following Customer Advisory was released in February: 

Remaster of MFG/PRO eB2 SP 10 due to Missing Programs

• Twelve program files were not included on the MFG/PRO eB2 Service Pack 10 release media.

Read about customer advisory through this link: advisory . If you would like to receive an e-mail notification when a new customer advisory is posted to QAD ServiceLinQ, please update your Web account profile and check the customer advisory box under e-mail options.

QAD ServiceLinQ is Your Online Support Center, providing a vast array of product information, knowledge repositories, analytical tools and direct access to QAD experts any time, any place. Register for your individual QAD Web Account today to receive the full benefit of ServiceLinQ!

This area of content requires a Web account.