i2 is committed to creating innovative solutions that generate measurable value for business.
Our intelligent solutions provide high-performance process optimization that helps companies
maximize efficiency, collaborate with suppliers and customers, and become more responsive
to market demand. While superior technology contributes to business success, a company’s
ability to ensure ongoing operational support of its i2 solutions is often a critical success factor.
i2 Global Customer Solutions Management (GCSM) is equipped for and dedicated to partnering with customers’ internal support organizations to deliver the most informed assistance for uninterrupted
use of i2 solutions. Whether it is a standard implementation or a customized solution, i2’s role continues post-implementation. i2 provides services to customers to reduce downtime and lower business risk
by leveraging comprehensive skills, processes, and support tools needed to effectively maintain and maximize customers’ return on investment. The i2 GCSM organization is committed to building long-term partnerships that lead to superior customer satisfaction by improving user productivity, enhancing solution benefits, and minimizing total cost of ownership.
i2 GCSM Services Support Programs
i2’s standard support programs provide access to functional support, patches, releases, notifications,
and regulatory updates. i2 offers a three-tiered standard software application support program. The Silver/Gold/Platinum (SGP) program enables customers to choose the level of service that will best leverage their i2 solutions. As subscribers to any of these support programs, customers can also influence i2’s product roadmap. At each level, the quality of service and the service-level agreements (SLAs) are best-in-class.
In addition to standard support, i2 also offers support for custom implementations. This is especially applicable for customized solutions developed using the power of i2’s service-oriented architecture (SOA) platform—the i2 Agile Business Process Platform. This offering is covered under Custom Workflow Management (CWM).
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i2 GCSM Value-Added Services Programs
Customers with i2 maintenance agreements have access to various value-added services to maintain, operate, and upgrade their solutions, as well as training to tailor the support to fit their requirements and maximize the use of i2 solutions. These services range from on-site run-and-maintain services to solutions operations support delivered through a mixed model of on-site and off-site/off-shore resources under i2 MOST™ services.
Other value-added services for managing and improving the use of i2 solutions include evaluation of operations readiness, development of test plans, hosting of a parallel environment for mission-critical applications, development of a customer solutions operations manual, and engagements for solution enhancement.
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i2 GCSM People and Tools
People
i2 maintains nine support centers across the world. These centers are staffed by approximately 100 support consultants who hold advanced degrees in subject areas ranging from supply chain management and operations management to advanced e-commerce solutions. They apply extensive industry experience to solving some
of the world’s most difficult supply chain challenges. Backed by a strong research and development group,
i2’s support consultants are often co-located to provide bug fixes and enhancements.
i2 Frontline
i2 Frontline is available to all support program subscribers 24x7, and provides level-one support. Customers can contact i2 Frontline with inquiries, issues, and escalations via phone or e-mail, or by logging into i2’s support portal.
eSupport™
i2’s best-in-class portal, eSupport™, helps manage all post-sales interactions with i2. It provides around-the-clock access to support for reporting, monitoring, and communicating with support consultants to reach faster resolutions. It also helps customers manage entitlements and provides a process for ordering licensed software. It supports
a host of other features such as solution research, access to solution documentation, proactive alerts, one-button case escalation, frequently asked questions (FAQs), and a message board. All GCSM customers can access eSupport™ at http://support.i2.com.
Self-Help
GCSM customers have access to a rich eSupport database consisting of relevant articles, software documentation (installation and user guides), alerts, notifications, i2’s standard stack updates, and roadmaps. In addition, there are more than 1,000 FAQs, which are regularly updated based on customer issues and inquiries.
i2 User Community Access
GCSM customers can also collaborate and share cases and information, with other users via message boards and participate in enhancement voting to influence and help design roadmaps for i2 solutions.
SecureLink™ for Mission-Critical Access
SecureLink™ enables secure and on-demand connectivity among customer sites and i2 for quick access to support consultants to help diagnose and provide faster resolutions. This ad hoc and restricted access is achieved under full control of the customer with auditable network access and without the hassle of modems or administrative overhead.
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Standard Support Program
i2Silver
i2’s entry-level standard support program, i2Silver, is an easy-to-use service that helps customers access i2’s support consultants for timely, effective support during normal business hours. It combines the advantages of i2’s’ Web-based support with standard case escalation and resolution processes designed to adequately serve customers with basic service needs.
i2Gold
i2Gold is a comprehensive program that combines regular support during normal business hours with around-the-clock on-call service for production. It can help customers reduce the risk of extended downtimes through
a more personalized and consistent partnership with the i2 GCSM group. In addition, i2Gold offers:
- A named contact for case escalation purposes
- Prioritized case handling with accelerated service-level agreements (SLAs)
- Access to i2’s eSupport for multiple contacts/users for each installed product
i2Platinum
Our most comprehensive support program, i2Platinum is designed for mission-critical solutions, and provides
the best SLAs for problem resolution for customers who simply cannot afford downtime. i2Platinum is designed to ensure maximum productivity by promoting world-class reliability through proven best practices, dedicated ownership, and around-the-clock support.
- Support coverage 24 hours a day, 7 days a week, for all support issues
- Assigned i2Platinum support consultant
- Accelerated, rapid response and resolution for all support issues
- 15-minute worldwide emergency response for fatal issues
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Customer Workflow Management (CWM)
With the CWM program, i2 has taken a leap forward in providing next-generation support for i2-powered
agile solutions that can be customized with changing business needs. While the SGP program covers standard application support, customers are often interested in getting support around the customized solutions. With the CWM program, i2 extends coverage, allowing customers to get help from the subject matter experts in the area of the customized solutions.
i2 MOST™
i2 MOST™ provides run/maintain/monitor service for i2 solutions. Objectives of i2 MOST include providing rapid and dedicated response and resolution to production issues, minimizing the risk of downtime, and assisting the customers in creating a more stable production environment. i2 MOST™ delivers value to both mature customers as a long-term solution for outsourced or insourced production support and recent go-lives by accelerating the solution stabilization phase. i2 MOST™ can be available as on-site service as well as offshore service.
Solution Enhancement Support Service
i2 applications continue to be enhanced with rich functionalities that customers can use
to their benefit. Customers can engage i2 GCSM for modeling support while enhancing
the solutions through Solution Enhancement Support Service.
LiveCheck Service
i2’s unique LiveCheck service evaluates operation readiness and conducts a formal
transition of customers going live with an i2 solution. Basic LiveCheck service is provided
to all i2 maintenance program members. Augmenting LiveCheck, the LiveCheckPlus service provides an on-site readiness audit and a more proactive role from i2 support in preparing for the go-live phase.
Customer Solution Test Planning Service
A successful rollout of the i2 solution involves careful planning for the acceptance process. i2 GCSM enables i2 to share its extensive experience and proven best practices around the solution test plan methodology to put companies on a course to successful ownership of their solutions. As part of this service, customers can get guidance and training through customized on-site workshops and acceptance test development sessions conducted by
a dedicated customer solution management team.
Customer Solutions Operations Manual Service
i2 recognizes the importance of providing customer teams with a customer-specific reference manual that documents policies and procedures, solution-specific crash
hang recovery procedures, and solution-specific case management best practices. i2 GCSM offers a service to develop a Customer Solutions Operations Manual either
as a post-implementation or as an implementation service.
Parallel Hosting Environment Service
i2 GCSM provides a parallel hosting environment service to replicate and maintain
a customer’s environment within i2’s facilities. This service facilitates issue resolution
by integrating i2’s solution development with the customer’s specific solution and environment. As a part of this service, i2 maintains the environment using the hardware
and the data provided by the customer. This allows i2 to have an exact replica of a customer environment and give faster resolution to customer problems.
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Want to learn more? Contact Us, call +1-800-800-3288, or contact your nearest i2 sales office.
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