pitney bowes software subscription & support …...requirements • the product continues to...

Software subscription & support handbook Help your organisation realise greater success by using our software and data solutions.

2 Software subscription & support handbook

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A deep commitment to our clients

Pitney Bowes is fully committed to making you and your organisation successful in implementing and using our mission-critical software applications.

This software subscription & suppor t (S&S) handbook ofers detailed information on the many support options available to you. Please take advantage of this valuable resource.

Our software S&S services are fexible and designed for organisations of all sizes. Our trained support professionals and subject matter experts provide guidance and troubleshooting. Applying our years of in-depth industry domain expertise, we work with you to learn and understand your specifc challenges and needs. Then we help you every step of the way.

At Pitney Bowes, we ofer our clients a world-class level of technical suppor t. By assisting you in the resolution of technical issues that may arise with our software, we accelerate implementation, help you maintain productivity and ofer an immediate and sustainable return on investment.

Software S&S includes entitlement to patches, bug fxes and new versions of your software as released, extending the value of your investment and ensuring that you stay up to date with the latest features and functionality.

Our Worldwide Software Support (WWSS) organisation is your main point of contact for feedback or questions regarding the functionality, or potential defects, of Pitney Bowes enterprise software and data solutions, and APIs — referred to as "Pitney Bowes software" for simplicity throughout the rest of this document.

If you wish to learn more about the suppor t and services that we ofer, contact your Pitney Bowes software account manager.

Software subscription & support handbook

Software subscription & support policy 04 Product lifecycle policy 07 Standard support agreement 10 Appendix A: Glossary 18 Appendix B: ServiceSTAR programme 19 Appendix C: Product lifecycle categories 22


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Software subscription & support policy

Software subscription &

support policy

Pitney Bowes software subscription & support services ofer comprehensive coverage for software updates and fxes, product upgrades and technical support under a single, common set of agreements, processes and tools. To ensure that you have access to both the latest software version and remote technical support, we recommend that you renew your software subscription & support service annually.

Software subscription & support guidelines Briefy, our S&S services consist of:

• A reasonable amount of telephone support to assist you in theuse of Pitney Bowes software products

• Product enhancements and updates, issued as available duringthe current S&S term

• Data updates, if you have licensed data with a subscription• Correction of technical errors or non-conformities with the use

of Pitney Bowes software products• Optional 24/7 emergency support• Customised support. For details, contact your Pitney Bowes

software account manager.


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Software subscription & support service matrix We work with clients who have specifc needs to craft a custom support package. For more details, contact your Pitney Bowes software account manager.

Standard support can be purchased at the following levels:

• Standard level 1 basic• Standard level 2 mission critical

Service level upgrades and downgrades You may upgrade to a higher service level at any time. Upgrade fees are calculated based on current contract fees and assessed in addition to the current S&S fee, with incremental charges calculated pro rata to the next renewal date.

You may also downgrade to a lower service level at the time of renewal without incurring any penalty fees. Mid-term downgrades are not currently permitted.

Matching service levels Upon your purchase of Pitney Bowes software subscription & support, we support all licences included in any given licence set under the same technical support service level. We do not ofer software subscription & support for a subset of licences within a licence set.

Licence sets are defned as a single implementation use case within your environment. For example, address validation for batch invoicing by an operations department is a diferent licence set to online/real-time address validation for a web-based marketing campaign.


support policy

Service

Standard level 1 basic

Standard level 2

mission critical

Access phone, email and online case management during local business hours

Unlimited access to Pitney Bowes online knowledge base

Enable use of remote access tools (at the discretion of the Worldwide Software Support team)

Sign in to your account on the Pitney Bowes website: pitneybowes.com/softwaresupport

Receive free version upgrades and patches

Receive 24/7 critical production emergency suppor t (see page 13 for defnition) •Excluding shrink-wrap products•Available only in English language

Access priority telephone queue (US only)

x

x

x

x

x

x

x

x

x

x

x

x

For existing clients of the ServiceSTAR programme, please see Appendix B.

http://www.pitneybowes.com/softwaresupport


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support policy

Renewal of software subscription & support You can renew your Pitney Bowes S&S agreements if you have a valid perpetual licence, or any limited-term software licence prior to its expiry date.

By prepaying your software S&S renewal, you may be eligible for discounts on the contract price based on the total calculated fee. We ofer this discount in three-year increments only.

Renewal quote To assist you with the renewal process, we'll issue a renewal quote at least 70 days prior to your expiry date, and email you reminders until the expiry date. Keep in mind that you are primarily responsible for documenting and tracking your efective and renewal dates. If you haven't received a quote 60 days prior to the renewal date, please contact your Pitney Bowes renewal account manager.

Termination of software subscription & support You may cancel your software S&S agreement prior to the end of a term by providing notice to Pitney Bowes. We may terminate any software S&S agreement by providing written notice at least 90 days prior to the expiry date. We'll provide 180 days' written notice for any superseded versions of the product, or if the products are licensed for use on hardware or an operating system that is no longer supported by the developer or manufacturer.

If we are unable to correct a reported error or non-conformity classifed as a critical or high-severity level problem, within 30 days following notice from you, or an additional period of time reasonably agreed upon by the parties, you may terminate your Pitney Bowes software S&S agreement for such software and receive a pro rata refund of any prepaid fees for the balance of the existing S&S term.

Reinstatement policy If you haven't renewed your software S&S agreement by the expiry date, suppor t will be systematically terminated. If you wish to obtain coverage for any licences at a later date, you may reinstate a software S&S agreement by working with your Pitney Bowes renewal account manager. Please note that we will assess a reinstatement fee, calculated as a multiple (typically three times) of the fee for the period during which the products were not covered by an S&S agreement, to continue service.

Extended support for a retired product In general, Pitney Bowes does not ofer support for a product that is past its published end-of-life date, in accordance with our product lifecycle policy (please see pages 7–9).


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Product lifecycle policy

Product lifecycle policy The Pitney Bowes software product lifecycle policy helps you plan for product releases and standardise product support expectations.

Lifecycle of a release We make a product in development available to you through a series of product releases, if you're currently on subscription & support. The release proceeds through a lifecycle of milestones and phases. These steps apply to all major releases, excluding patch-only releases.

Beta Beta is defned as the period of time when select clients test a new release prior to its general availability. Clients who use our beta software help us validate that:

• Newly developed features and corrective programming meetrequirements

• The product continues to function as set out in the productdocumentation, as amended

During this phase, the development team provides technical support and assistance to our beta clients. Please keep in mind, however, that not all releases will ofer a beta period and not all clients will have access to a beta version.

General availability General availability begins when a release successfully completes the beta period, if applicable, or becomes generally available to all

our clients. We notify licensed clients who have a current S&S agreement in place through a product update announcement, which includes a list of new features and/or corrective programming of existing features.

Continued software support We ofer continued support for a release for a minimum of 12 months following an end-of-service announcement. We issue an end-of-service announcement for a release that's moving to continued support (which includes phone assistance and online support).

Pitney Bowes generally assists our clients with products in continued suppor t, but in most cases our diagnosis and correction will be applied to the latest-shipping release. For example, a problem with MapInfo® Pro v15 would be diagnosed with MapInfo® Pro v17. This same policy applies for non-certifed environments (operating systems, application servers and databases on which we haven't tested our products).

Retired We will retire releases as updated releases are issued, generally following the continued support period. When a release is in retirement, we may investigate suppor t issues, at the sole discretion of product management, in an attempt to provide solutions or workarounds. Pitney Bowes is under no obligation to provide support for a retired release unless expressly agreed separately by the parties.

v6.0

v5.0

v4.0

v3.0

General availability Continued support Retired

Release lifecycle

Beta

Minimum of 12 months

Product update announcement

End-of-service announcement

End of service

7

v3.0


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Lifecycle of a product A product proceeds through a lifecycle of milestones and phases.

Beta Beta is defned as the period of time when a new product is tested prior to its general availability to the market. Prior to beta testing, select clients may sign up and par tner with our development team for feld-testing. Clients who use our beta software are key partners in validating that the product meets requirements and functions as set out in the product documentation. During this phase, the development team provides technical support and assistance to our beta clients.

General availability General availability occurs when a product successfully completes the beta period and becomes generally available to the market. This phase begins with a product announcement describing the general availability of the product. Pitney Bowes plans regular releases (see lifecycle of a release policy on page 7) and ofers full support throughout the general availability phase.

Continued support Continued suppor t is the phase a product enters as it approaches its end of life. From time to time, it is necessary to discontinue a product for a variety of reasons, including lack of market demand, technology obsolescence or the availability of successor products. We communicate important milestones to our clients once a product enters the continued support period.

We provide continued support for the product for a minimum of 18 months following the end-of-life announcement. Continued support includes phone and online suppor t, but no additional releases of the product are issued during this phase. The end-of-life announcement includes an end-of-sales date. On this date, the product is no longer available for licensing, and we remove it from the price list. We ofer product support to clients who purchased an S&S agreement prior to the end-of-sales date; S&S agreements will not be extended beyond the end-of-life date.

Retired Following retirement, we may investigate suppor t issues, at product management's sole discretion, in an attempt to provide solutions or workarounds. Pitney Bowes is under no obligation to provide support for a retired product unless the parties have separately agreed to do so in writing.

Minimum of 18 months

General availability Continued support Retired Beta

Product lifecycle

Product announcement

End-of-life announcement

End of sales

End of life


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Support timelines The product lifecycle policy takes the guesswork out of the length of time during which we ofer support for all Pitney Bowes products and their associated releases. Support encompasses both general availability and continued support phases. The four policy categories, detailed below, include data, APIs, integrated infrastructure and general. These timelines apply only to major releases, not to patch-only releases. The breakdown of products by category can be found in Appendix C.

Data The data products policy includes a minimum of one year of support or six months after a major successor release is available, whichever is longer. We recommend that you use the most recent version of all data products to fully access all features and the newest data content. Due to the frequency of updates, we address support issues in the next scheduled release in most cases, rather than as a patch release.

Please review your individual data product policies, because specifc contractual language related to third-party vendors and data suppliers may override aspects of the data products policy.

General The general policy includes a minimum of two years of support, or one year after a major successor release is available, whichever is longer.

Policy exceptions Exceptions to our product lifecycle policy are explicit and called out on a release basis. Common exceptions include:

• Frequent releases for less mature products• Signifcant lag between releases• Signifcant change in third-party technology between releases,

discussed in detail in the next section

Specifc terms in your licence agreement with Pitney Bowes may be diferent and supersede this lifecycle policy.

Third-party vendor-specifc support terms We list supported environments in product release documentation and on the support website. You must remain on a supported environment, including applications and platforms, to receive technical suppor t. If a vendor retires support for its product, you may be required to upgrade to a current supported application, hardware platform, framework, database and/or operating system confguration to continue receiving our technical support services, subject to the terms of your Pitney Bowes licence agreement.

Successor products The product lifecycle policy also gives Pitney Bowes a framework to communicate successor products within a product line. For larger, evolutionary steps, or cases where we have re-branded a product, this might entail "Product B1.0" being the successor product to "Product A5.0". This information is particularly important when you've purchased subscription & support that includes access to any future releases of a product.

Here's an example of successor products within a product line:

Vertical Mapper 3.5

Vertical Mapper 3.7 MapInfo Pro Advanced

Standard lifecycle Successor


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Standard support agreement


Eligibility Our clients are entitled to support for all Pitney Bowes enterprise software and data solutions, and APIs in line with the following guidelines:

• The Pitney Bowes software licence agreement and S&S term are both current and in efect

• Client contacts are specifcally nominated in the Pitney Bowes agreement

- One of the nominated contacts should be available for all communications with Worldwide Software Support (WWSS)

• The number of client contacts who communicate with WWSS is limited to three, to facilitate the highest quality and most efcient support

• The nominated client contact has attended Pitney Bowes software product training courses

• Technical support is granted only to the primary licensee of the product

- Subcontractors to Pitney Bowes clients are not entitled to support

Benefts The standard support agreement includes the following benefts for registered-user clients:

• Technical suppor t during the business hours listed on the Pitney Bowes website at pitneybowes.com/us/contact-dcs.html

• Standard technical suppor t includes: • Three client-defned points of contact • Advice on implementation, optimisation and troubleshooting

• All reproducible errors in Pitney Bowes software applications when operated in supported environments.

• Sign in to your account on the Pitney Bowes website via pitneybowes.com/softwaresupport for logging and tracking support issues

• Access to WWSS professionals who are highly experienced in the use and operation of our applications. They will see your case through to resolution

• Use of remote desktop sharing available at the discretion of WWSS

• Access to the latest product releases and maintenance releases/patches

• Use of the Pitney Bowes software knowledge base via pitneybowes.com/softwaresupport

https://pitneybowes.com/us/contact-dcs.html

https://pitneybowes.com/softwaresupport



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Scope Our goal is to assist you with our software products by answering questions and resolving problems specifcally related to the operation of Pitney Bowes software.

Reasonable amounts of product technical suppor t use means that our clients can ask unlimited questions that pertain to product installation, confguration and usage for the frst 90 days after purchase.

Situations occasionally arise that may be outside the scope of WWSS services including, but not limited to:

Data problems: Due to the complexity and sophistication of data sets, Pitney Bowes cannot be responsible for the accuracy of individual data elements in our data products. Suppor t is limited to the reporting of identifed errors and omissions to the Pitney Bowes data products department. You are strongly encouraged to report any problems found in our data products for addressing in future releases.

New features: WWSS staf will provide guidance and troubleshooting of Pitney Bowes software, but it cannot introduce new product features. If a problem requires functionality beyond the current product design, you must log an enhancement request for consideration in a future release. Please review the enhancement request process section for more information.

Unusual situations: Occasionally, certain situations arise in which factors beyond the control of Pitney Bowes may inhibit the efective delivery of technical support.

These situations will be referred to WWSS senior management, and may include:

• A need for client training• Problems with client-written and/or client-modifed code• Fixes required to prior releases of software• Regulatory and postal issues• Problems with user computing environments

Value-added services Level 2 services 24/7 mission-critical production emergency suppor t: Our clients who require a higher level of support in managing potential production-down issues should consider the enhanced 24/7 support option that features the following benefts:

• 24/7 access to a WWSS professional• Up to fve additional client-defned points of contact (for a total

of eight)

In the US, your calls will go into a priority queue if you have Level 2 services.

Self-service Knowledge base Software Support has rolled out a knowledge-management programme modelled on Knowledge-Centered Service (KCS®) methodology. With more than 10,000 knowledge base articles, spanning the full range of our products, which clients can utilise to learn how to use, or to help troubleshoot, known issues in our software. Our suppor t teams are dedicated to updating existing articles, as well as creating new articles, to ensure that we have the latest and greatest information available at any given time.

To access these articles, please visit pitneybowes.com/ softwaresupport and enter your search query. Articles can also be found on the product suppor t pages for individual products, as well as by utilising your favourite web search engine.

Support sites The Pitney Bowes Software Support sites provide support details for your software and data products.

Locate your software or data product within the site and the following information and resources are available:

• Documentation for each product, organised by version andlanguage within dropdown menus

• Knowledge base articles for each product, including new andupdated articles as well as the ability to search for any article

• Additional resources: this section includes video tutorials,community forum, holiday schedule, training, software S&Shandbook, and webinars

• Contact us: contact information for the regional Pitney BowesSoftware ofces as well as a convenient link to Create a Case.

Regional support sites:

• US support• UK support• French support• German supportWith more sites being rolled out.

Knowledge Communities Maximising product value: the mission of the Knowledge Communities is to enable and inspire product users via collaboration with a global network of experts, both Pitney Bowes staf and users like you. Organised by product with special interest groups for regions and verticals, the communities are your frst stop for learning how to get the most from your product investment. The communities also ofer exclusive opportunities to participate in product development activities like betas and design exercises, and to collaborate on product improvements. Sign-up is free at https://community.pitneybowes.com.




https://www.pitneybowes.com/us/support/software-data-support.html

https://www.pitneybowes.com/uk/support/software-data-support.html

https://www.pitneybowes.com/fr/support/support-logiciels-donnees.html

https://www.pitneybowes.com/de/support/software-daten-support.html

https://community.pitneybowes.com


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Service level agreement response times Response targets defne response times for new cases reported to WWSS.

A response time is defned as the period of time that elapses between a client making direct telephone contact with WWSS with a request for assistance and WWSS acknowledging the new case, issuing a case identifcation number and proceeding with internal investigations.

To move the case forward as quickly, efciently and efectively as possible, the appropriate client resources must be available to assist and suppor t the troubleshooting efort. In a critical situation, the appropriate resources should be immediately available.

Important guidelines for logging a case You must report any issues that are considered to be critical according to the service level agreement directly to Pitney Bowes by telephone. In these cases, do not report by signing in to your account via pitneybowes.com/softwaresupport or email.

We provide suppor t to the nominated client contact(s) as stated in the Pitney Bowes licence agreement. Telephone support is available regionally at the times and contact numbers detailed on pitneybowes.com/us/contact-dcs.html. Recognised Pitney Bowes global public holidays, when WWSS is not available, are also listed online. Please see pitneybowes.com/ss-availability

Depending on the criticality of your case and the Pitney Bowes value-added services that you've purchased, WWSS will address your case either during local suppor t team ofce hours as listed online, or on a 24/7 basis subject to the terms of your software S&S agreement.

Support process How to make contact and log a case There are three methods for logging a new technical support case for your product:

01. Sign in to your account via pitneybowes.com/softwaresupportand select the Create Case option.

02. Call a WWSS representative at the global contact telephonenumber as listed on pitneybowes.com/us/contact-dcs.html.

03. Send an email to [email protected]. Your case will beassigned to the appropriate support ofce.

If you have a problem with your account, invoices, orders or shipping, contact our client services team via the details as listed on pitneybowes.com/us/contact-dcs.html.

Regardless of the method you use to set up a new case, the following specifc details are always required:

• Your full contact details- Account/Account number (if known), contact name, phonenumber, email address

• The Pitney Bowes software product name and the installedversion

• Licence number, serial number, contract number, if applicable• System confguration

- Platform, OS version/patches/service packs• In addition, for change/confguration management-related

issues, database and application server instances/versions/service packs

• Full problem description, including:- What are the symptoms?- In what context does the problem occur?- What was expected to happen?- What actually happened?- Did the problem occur once or often?- Is the problem erratic or consistent?- Can the problem be duplicated and, if so,what steps are required?

- What are the exact error message(s)?• Screenshots are always very helpful, if available• Problem severity as defned by the service level guidelines

mentioned on the next page• The business impact that this issue is causing for your company• Sample data and confguration fles• Code samples where appropriate



https://www.pitneybowes.com/ss-availability

https://www.pitneybowes.com/us/contact-dcs.html



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Severity level Description of issue Target

response Pitney Bowes action

Critical

High

Mission-critical production emergency: organisation is directly impacted

System down: Serious problem is halting business-critical or common operations. No workaround available at time of the call.

Severe loss or reduction of service

An important function is experiencing a reproducible problem causing serious inconvenience: business-critical or common operations fail occasionally.

Within thir ty (30) minutes

Within four (4) hours

Continuously work on critical issues during ofce hours until a workaround is found.

For 24/7 agreements, work around the clock on critical issues.

Escalate critical issues immediately to WWSS senior management and, after 24 hours, to the Vice President, Worldwide Software Support (WWSS), of Pitney Bowes.

A dedicated team, which may be comprised of WWSS staf, QA engineers and/or developers (as required), works to identify the source of the problem and, if necessary, creates a workaround or other resolution in order to restore mission-critical operations in the shortest time possible. At that point, the severity level is downgraded.

Client technical representative will engage with WWSS staf, QA engineers and/or developers as appropriate to identify the source of the problem and, if necessary, create a workaround or other resolution in order to restore normal business operations as soon as possible.

Medium

Low

Minor loss or reduction of service

Secondary function experiencing an intermittent problem: a less common operation fails frequently, causing some inconvenience.

Medium-efort workaround available.

Minor inconvenience due to loss or disruption of service

A less common operation fails occasionally causing low-level inconvenience.

Low-efort workaround available.

Within two (2) business days

Within four (4) business days

Pitney Bowes will use commercially reasonable eforts to provide an acceptable workaround and incorporate a solution to the problem in the earliest possible scheduled maintenance or product release. You may contact WWSS to monitor status of any bug or sign in to your account on the Pitney Bowes website via pitneybowes.com/softwaresupport to track support issues.

Pitney Bowes will use commercially reasonable eforts to provide a workaround. As appropriate, we'll log the issue as a bug or feature request and provide a tracking number. We'll make every efort to incorporate a solution in a future product release. You may contact WWSS to monitor the status of any bug or sign in to your account on the Pitney Bowes website via pitneybowes.com/ softwaresupport to track support issues.





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Case progression Initial contact The Worldwide Software Support team works together with you to identify and resolve problems.

A new case is created for each issue via web, email or phone entry. You must complete all required felds to create the case in the system and generate a unique case number, and use this case number in all future communications to track the issue to closure. When the case is created, an automated system email is sent to the client contact who initiated the technical support request.

In many cases, we can resolve software issues during the initial call with an explanation of features/options, a description of known workarounds, or the installation of a recent maintenance/patch release.

For issues that cannot be resolved immediately, Pitney Bowes support staf will, through discussion and analysis, assess the impact of the problem on your overall business. With your input, we'll assign a severity level (critical, high, medium or low) to the issue. This severity level will determine our ongoing response as defned in the service level agreement response times section (page 13).

A response time is defned as the period of time that elapses between a client making direct telephone contact with WWSS with a request for assistance and WWSS acknowledging the new case, issuing a case identifcation number and proceeding with internal investigations.

For cases logged directly by signing in to your account via pitneybowes.com/softwaresupport, logged via email or in response to messages left in voicemail, the response time begins once a case identifcation number has been provided within your contracted support hours.

We assign each case to an appropriate WWSS representative once the case is created. If it is not resolved on the initial call, the case proceeds through the following stages:

• Investigation• Resolution• Closure

All details supplied by client contacts are recorded and available through your account via pitneybowes.com/softwaresupport as part of the case. Some cases require extensive research and incur the unavoidable expenditure of time; we encourage you to check the status online or, when necessary, contact the WWSS case owner by telephone.

Unsupported environments Pitney Bowes software relies on a variety of products developed by third-party vendors, which may include, but is not limited to, operating systems, database management systems, application servers, web servers and device drivers. While we make every efort to ensure the broadest possible product compatibility is achieved, it is not possible to test every combination. Untested confgurations are considered unsupported environments. An issue must be reproducible within a supported environment before investigation can occur.




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Virtual server environment support At Pitney Bowes, we strive to meet our clients' diverse and changing needs. Our software products suppor t and integrate with many of today's leading platforms and operating systems found in enterprise IT environments.

A growing number of our clients run applications and operating systems in virtual server environments. Where our software is licensed for use in a vir tual environment, we will suppor t the use of our software in accordance with this policy. Please consult your licence agreement for further information on the use of virtual environments.

Pitney Bowes does not perform rigorous testing specifc to the functionality of virtualised server deployments. We are familiar with vir tualised server environments, which are used throughout our software development and support organisations, and we expect our software to function properly in vir tual environments that simulate the native environments for which the software solutions are certifed.

The use of a vir tual server environment may add software overhead that can impact performance and/or scalability of software, particularly under peak load. This additional overhead should be accounted for when planning for application performance and capacity. Clients should work with their

virtualisation solution vendor to make informed decisions regarding hardware sizing, and obtain that vendor's advice on how to tune the environment to maximise performance within a virtual machine.

Pitney Bowes is committed to helping its clients resolve issues encountered with our software when used in a vir tual server environment. To facilitate a quick resolution and determine the root cause of potential Pitney Bowes software issues encountered in a vir tual server environment, Pitney Bowes provides the following guidelines:

• The client is responsible for properly confguring and tuningtheir vir tual machine and applications.

• Pitney Bowes will not insist that clients recreate each issuewithout the vir tual server (i.e. in their native environment). Wereserve the right to request that a client diagnose andtroubleshoot specifc issues by eliminating the vir tual serverenvironment variable. This will only be done when we havereason to believe that the issue is directly related to the virtualserver.

• In the event that Pitney Bowes suppor t cannot directly identifythe root cause as a Pitney Bowes software issue, we will ask theclient to open a suppor t issue with the vir tual server vendor sothat all parties can work together to resolve the problem.



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Investigation/replication Attempting to reproduce your issue is the frst critically important step. At least one qualifed client staf member, with the appropriate administrator privileges at your site, must be available to clearly articulate the problem and its impact. Success in rapidly troubleshooting a problem and efectively moving the case along depends upon receiving the necessary information from you and your staf. We may request remote access to your system via third-party technology to best facilitate the investigation and analysis.

We make every attempt to mirror your environment as closely as possible. If, following the investigation, we identify a problem specifc to the software product, Pitney Bowes will follow the guidelines described in the service level agreement response times section (page 13) to create a resolution. If the problem isn't observed in a supported environment in a Pitney Bowes regional support centre, we'll inform you and evaluate potential next steps, depending on the severity of the issue.

If the issue is related to a product from a third-party vendor (such as an operating system, database management system or application server), appropriate staf must be available to act as a liaison between that vendor and Pitney Bowes.

If specialist skills are required, the case will be transferred internally within Pitney Bowes as required.

In the ongoing troubleshooting efort, Worldwide Software Support may request that you provide additional data electronically through one of the following media:

• Email: [email protected]. Email has a limit of 5 MB perattachment, to a total of 25 MB per case.

• File transfer: Please contact your regional WWSS ofce for detailson how to transfer fles to us, or alternatively you can providedetails of your fle transfer site for us to obtain fles from you.

How we look after your data When clients need technical support for software, and providing that support requires Pitney Bowes to have access to personal or proprietary data, we will work with you to minimise the need to access such data. When it is determined that Pitney Bowes needs the data to provide support, Pitney Bowes will provide secure transfer options and limit access to maximise security of the data while it is in our possession.

• Our fle transfer service lets you transfer data. We email you aunique web link, through which you upload your data. The datacan be sent with a password, which can be shared separately toadd to the level of security.

• When you upload your data to our server, it will be available fordownload by Pitney Bowes for a maximum of six days.

• The data is held on a secure server and is accessed only by theanalyst(s) investigating the case, and engineering only ifnecessary.

Resolution Worldwide Software Support attempts to resolve every case as soon as possible. The assigned WWSS representative will update you regularly on the status of an open case and will remain accountable for that case until closure.

While we always intend to resolve calls as quickly as possible, resolution times cannot be projected due to dependent factors including, but not limited to:

• Complexity of the problem• Timely provision of requisite problem-related information as

defned above, in order to efectively troubleshoot the issue• Number of calls being received by technical suppor t staf

Resolution of the case may comprise one or more of the following deliverables:

• Explanation of a process or function within the software• Development of a workaround (e.g. any solution to a problem

not involving a code change)• Help with confguration or set-up where the problem can be

rectifed within a shor t time• Identifcation of a product defect (bug) and ultimately supplying

a patch or upgrade to fx the issue• Logging an enhancement request

If WWSS determines that a reported problem is software-related (e.g. a potential bug), we'll forward the case to our engineering group for investigation and resolution. The technical severity determines the subsequent actions required.

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Enhancement request process Please log all Pitney Bowes software product enhancement requests on our Ideas Exchange, including those requests created as a resolution to a technical suppor t case. Our product management group reviews all posted requests for possible inclusion in future releases of the product. The inclusion of any proposed enhancement is at the discretion of the product management team. You will receive notifcation via email when a product manager comments on or changes the status of your idea.

Click to learn how to submit an enhancement request in our Pitney

Bowes Software & Data Product Ideas Exchange. If you already

have a login to one of our suppor t sites, you can access ideas

directly from those sites and you can also login directly to our

Ideas Exchange at ideas.pitneybowes.com.

If you have difculty posting enhancement requests, contact

Worldwide Software Support.

Closing a support case

Once Pitney Bowes has determined that a workaround or permanent resolution has been developed, we update the case status to "resolved". You can always see the status of a case by signing in to your account via pitneybowes.com/softwaresupport.

A WWSS representative will then contact the initiator of the case to ensure that the resolution is satisfactory. Upon your verifcation of a successful resolution, the WWSS representative will ask for permission to close the case. If you grant permission, we'll send an email confrmation to your nominated support contact that the case has been closed. You can also close your case online at any time by signing in to your account via pitneybowes.com/softwaresupport.

Our standard policy is that cases are only closed with the agreement of you, our client, or if we do not hear back from you after a reasonable attempt to communicate.

Escalation process The objective of Worldwide Software Support is to provide efective case management that avoids time-critical situations as much as possible. However, we've implemented a comprehensive and fully documented case-escalation process for situations that call for extra attention.

We've defned specifc rules and criteria against which we can monitor a case's status and/or progress. Every situation is diferent, but particular circumstances can determine, or common indicators can reveal, when additional management attention is required on any one case.

Our philosophy also mandates that clients have an avenue for communicating a serious concern, especially in situations when production must be halted. This merits an escalated level of support.

You can initiate the escalation process through direct contact with a WWSS representative.

Pitney Bowes appoints an escalation manager to centrally coordinate resolution of a case and see it through to the appropriate conclusion. This is fundamental to our escalation process. The diagram below illustrates this concept:

While we have a robust escalation process in place, we always emphasise the resolution of issues as early as possible through the appropriate allocation of resources. Additional resources or escalation are at the discretion of Pitney Bowes.


WWSS and engineering

team Escalation manager

Software solutions escalation team

WWSS management

team

WWSS

Engineering

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Appendix A: Glossary

Appendix A

: Glossary

Term Defnition

Case

A technical support case is defned as a single suppor t issue with a Pitney Bowes product. A single support issue is a problem that cannot be broken down into subordinate parts. It involves diagnosing a single error, or a single cause of confusion. Before Pitney Bowes responds to a case, the client and the WWSS team must agree exactly on the defnition of the problem, the severity of the problem and the parameters for providing a resolution. It's normal for one case to span multiple telephone calls.

Client environment A client's hardware and network must be adequate and properly confgured for the products and applications that the client wishes to run. In certain instances, we may be able to provide tips for improving the performance of Pitney Bowes products; however, fne-tuning at the hardware and network level remain the responsibility of the client.

Enhancement request

An issue reported to WWSS is deemed an enhancement request when its resolution would change the product's current functionality. The process for posting any enhancement request is detailed above in this handbook. Our product management group reviews all posted requests for possible inclusion in a future release of the product. The inclusion of any proposed enhancement is at the discretion of the Product Management team.

Licence set

A licence set refers to a set of products that provides a particular solution. For example, you may use EngageOne Compose in conjunction with Spectrum to provide an overall Customer Engagement solution. In this case, EngageOne Compose and Spectrum are both part of a single solution set. If, however, you also use Spectrum to do simple operational data quality, this implementation would not be part of the licence set.

Product defect A product defect, or bug, is an inherent problem in the software and/or product documentation. It is a verifable defect in the intended functionality or design of the product.

Shrink-wrap products Shrink-wrap products are desktop products, like MapInfo® Pro, when they're not sold as an enterprise solution and are licensed under the standard Pitney Bowes end-user licence.

SRM A service relationship manager in the Pitney Bowes ServiceSTAR programme.

Supported platforms Individual product documentation provides detail on suppor ted platforms. Pitney Bowes will only suppor t platforms that are already certifed for that product. For further information on approved platforms, please contact your Pitney Bowes account manager.

Unsupported environment

Pitney Bowes relies on a variety of products developed by third-party vendors, which may include but are not limited to:

• Operating systems • Database management systems • Application servers • Web servers • Device drivers

While we make every efort to ensure the broadest possible product compatibility, it is not possible to test every combination. Untested confgurations are considered unsupported environments. An issue must be reproducible within a suppor ted environment before investigation can occur.

Workaround

A workaround is any solution to a problem that does not involve changing the code of the Pitney Bowes software product. Possible workaround solutions include:

• Using an alternative process/approach/method, depending on the problem, to successfully accomplish the task while bypassing the problem

• Possible software installation changes, including • Upgrading to a newer version of the product, incorporating the relevant fx • Upgrading the operating system, version and/or service pack

If required, we'll provide patches or new builds, limited to the version of Pitney Bowes software products currently shipping. Assisting with installations or upgrades of third-party products is outside the scope of our support.


Section name


Appendix B

: Glossary Appendix B:

ServiceSTAR programme

ServiceSTAR programme This programme ofers customised packages that includes long-term, contractual services and a partnership-focused commitment. It includes a standard technical support agreement, enhanced technical support services (including 24/7 mission-critical issue suppor t) and a service relationship manager.

Service relationship manager (SRM) • Designated contact: The SRM is a single point of accountability

for any interaction with Pitney Bowes. He or she is available dailyto ensure accountability and swift response.

• Daily issue management: We dedicate time each day to reviewcurrent open issues and ensure that they're being addressed.

• Weekly meetings: Weekly meetings enable us to stay alignedwith our ServiceSTAR client needs, review incidents, review thestatus of projects, discuss open needs, and determine gaps andhow they can be resolved.

• Client-focused incident management: While standard supportaddress any individual issue, an SRM looks at all issues andensures that we prioritise and address them in an order that bestfts client needs.

• Quarterly reviews: In addition to weekly meetings, we holdquarterly reviews that ofer a high-level overview of all activities.We can also use this time to discuss product updates, newfeatures and other strategic items.

• Proactive issue notifcation: Because they know individualclients' systems and work closely with internal support andengineering representatives, SRMs are strategically placed toidentify issues that may impact performance and notify clients assoon as possible.

• Escalation planning: We work with clients to plan how to dealwith potential product outages that could signifcantly impacttheir business. This helps ensure that we're prepared to minimisethe impact if the worst does happen. We also work to developmitigation plans for implementation in a worst-case scenario.

• Professional Services integration: With your existing hourallotment from Pitney Bowes Professional Services, your SRMworks with our global Professional Services organisation tocommunicate any product enhancement or other professionalservices matters directly to them. This approach keeps you fromhaving to manage issues across multiple Pitney Bowes divisions,saving valuable time.

• Internal advocacy: The SRM acts on your behalf to ensure thatall internal parties involved in your success know your goals,understand your business and are working towards making yousuccessful.

Enhanced technical support

• 24/7 issue support — In addition to having the plans in place tomake sure we can react quickly, support is available 24/7 for anyissue that impacts a ServiceSTAR client's business. Critical supportissues will be progressed outside of ofce hours

• Priority support — ServiceSTAR clients stay at the top of thesupport priority list. When your issues come in they go to the topof the queue for resolving issues with the same criticality

• Understanding environments:• Production hardware/set-up analysis: ServiceSTAR clients andtheir SRM document and continuously update this analysis sothat all individuals at Pitney Bowes, including supportrepresentatives, have accurate information when dealing withany issue

• Criticality assessment: Your SRM analyses and documents howa ServiceSTAR client's software is used and the impact of anyoutage, to ensure that Pitney Bowes reacts appropriately toyour businesses needs

• Environment reproduction: While our suppor t teams may notbe able to guarantee that they will always have the exacthardware and resources to reproduce your environment, yourSRM works with those teams to get as close to replication aspossible.


Section name

Section description textA

ppendix B: G

lossary

Standard support vs ServiceSTAR

Service description Standard level 1

basic Standard level 2 mission-critical

ServiceSTAR level

Set-up/enable email assistance

Set up/facilitate telephone assistance via telephone

Provide access to Pitney Bowes online knowledge base

Enable use of remote access tools (at discretion of Worldwide Software Support team)

Sign in to your account via www.pitneybowes.com/softwaresupport

24/7 mission-critical production emergency suppor t (see page 13 for defnition)

• Excluding shrink-wrap products • Available only in English language

Priority telephone queue (US only)

Appoint a service relationship manager (SRM) as the point of contact for all non-sales-related issues

Fully enable client in the use of their account via www.pitneybowes.com/softwaresupport, to include best practices and testing

Work with client to mutually develop a long-term ser vice plan

SRM acts as client's advocate within Pitney Bowes, maintaining accountability internally and delivering results to clients

Create client profle

Analyse and assess the client's business case and product-use scenarios for value-add opportunities. Expand client relationship to ensure product use is maximised

Raise visibility and awareness of client issues with Pitney Bowes senior management, as required, to facilitate resolutions

Notify clients that relevant updates and patches are available for download

Provide a weekly report on open cases and issues as par t of the client profle (The weekly report provides the basis and agenda for the weekly client meeting)

Arrange and manage weekly follow-up meetings with client: Review weekly reports, coordinate participation of relevant/appropriate internal teams as required and ensure all teams are aware of client priorities

SRM to maintain and interpret defned metrics focused on ser vice delivery

Provide regular reporting summar y on standard case metrics and trend analysis

Facilitate access to the WWSS team via telephone (24/7) for issues relating to production systems

Ensure that new and open cases are managed on a priority basis by WWSS and engineering teams as required

Ensure that client is receiving all relevant product notices (to all required parties) and automated data update advisories

SRM to support client project plans and timelines through the availability of appropriate Pitney Bowes resources and, specifcally, as driven by client requirements

Organise monthly/quarterly meetings (as required) between SRM and client to review service delivery and planning for future. Additional Pitney Bowes departments and groups will be included as required, depending on the current account status

Develop a customised quar terly update process document (as applicable)

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

x

20




Section name


Service description Standard level 1

basic Standard level 2 mission-critical ServiceSTAR

Actively manage on-time delivery of contracted data updates plus all relevant/ appropriate patches. Ensure that all required databases are delivered on time and x that client is satisfed. Follow up as required

SRM to actively work with all internal resources in applying client business goals to the active handling of support cases

x

Provide customised reports to meet specifc client requirements x

SRM acts as a single point of contact to engage with, and coordinate/manage as appropriate, all on-site Pitney Bowes services and/or engineering activity

x

SRM will work with the client to engage appropriate internal teams in client meetings as required, appropriate and relevant

x

SRM will maintain client awareness on all product roadmaps and upcoming features

x

SRM will work with internal teams around individual client needs for advice on best practices, system architecture, product confguration and product implementation. x This will be based on existing internal information and experience

Custom solutions: Arrange assistance on all reproducible issues and errors in Pitney Bowes custom solutions when operated in a suppor ted environment

x

Extended environment: Arrange assistance on all reproducible issues and errors in Pitney Bowes products operated in any extended environment

x

Enable, as far as is possible, the full replication of the client environment within Pitney Bowes to support and accelerate issue resolution

x

SRM to actively monitor and track all data errors and corresponding fxes with relevant data vendors

x

SRM to manage escalated situations x

Assist client in the submission and follow up on any feature (enhancement) requests made

x

Appendix B

: Glossary

21


Section name


A

ppendix C: Product lifecycle categories

Appendix C: Product lifecycle categories

This appendix lists Pitney Bowes software and data products and their corresponding lifecycle category. These categories can help you to understand how long a product release will be supported.

Product name Lifecycle category Product name Lifecycle category

Addressing

Canadian Code-1 Plus® General

Code-1 Plus®

Confrm® General/SaaS

ConfrmConnect®

ConfrmWorkzone® General/SaaS

Consumer

EngageOne® Communicate General

EngageOne® Compose

EngageOne® Connect General

EngageOne® Converse

EngageOne® Digital Self Ser vice General

EngageOne® Enrichment

EngageOne® Inform General

EngageOne® Vault

EngageOne® Video SaaS/Online services

Finalist

Geoenrichment Data

GeoStan™ Addressing and Spatial Suite

GeoTax® and the Enterprise Tax Module General/SaaS

Global Geocoding for Big Data

Global Geocoding SDK General

Location Intelligence APIs

MailStream Plus General

MapInfo® Pro

MapInfo RouteFinder General

MapMarker® online

MapXtreme General

Paramics

Data

General

General/SaaS

Data

General

SaaS/Online services

General

General

General

General

General


General


General

Postal Prep

Property Attributes Data

Sagent®

Spectrum® General

Spectrum® Advanced Matching Module

Spectrum® Business Steward Module General

Spectrum® Customer Analytics

Spectrum® Data Discovery Module General

Spectrum® Data Federation

Spectrum® Data Hub Module General

Spectrum® Data Integration Module

Spectrum® Data Normalisation Module General

Spectrum® Data Quality

Spectrum® Data Science General

Spectrum® Enterprise Data Platform

Spectrum® Enterprise Routing Module General

Spectrum® Geocoding OnDemand

Spectrum® Global Addressing General

Spectrum® Global Geocoding Module (GGM)

Spectrum® Master Data Management General

Spectrum® Master Location Data

Spectrum® Metadata Insights General

Spectrum Miner™

Spectrum® Screener General

Spectrum Spatial™

Spectrum® Universal Name Module General

Verimove

World Boundaries Data

World Demographics™

World Streets

World Points of Interest (POI) Data

General

General

General

General

General

General

General

General


General

General/Data

General

General

General

Data

Data Portrait General

22


Section name


Product reference table

Product reference table Use the table below to fnd the current names for products that have had a name change or been replaced with a newer product.

Previous name Current name

DOC 1 EngageOne® Compose

Embedded Customer Analytics Solution

Spectrum® Customer Analytics

EngageOne® Batch EngageOne® Compose

EngageOne® Content Author EngageOne® Compose

EngageOne® Deliver EngageOne® Compose

EngageOne® Delivery Audit EngageOne® Inform

EngageOne® Designer EngageOne® Compose

EngageOne® Digital Delivery EngageOne® Compose

EngageOne® Digital Designer EngageOne® Connect

EngageOne® eMessaging EngageOne® Compose

EngageOne® Generate EngageOne® Compose

EngageOne® Interactive EngageOne® Compose

EngageOne® Interactive Correspondent

EngageOne® Compose

EngageOne® Liaison EngageOne® Digital Self Service (SmartView, SmartBill, SmartPay)

EngageOne® Realtime EngageOne® Compose

EngageOne® Server EngageOne® Compose

EngageOne® Video Template EngageOne® Video

Previous name Current name

Location Intelligence Module Spectrum Spatial™

MAIL360 EngageOne® Inform

MAIL360 Manager EngageOne® Inform

MAIL360 Ser ver EngageOne® Inform

MAIL360 Data Manager EngageOne® Inform

MapBasic Part of MapInfo® Pro

Portrait Dialogue Portrait

Portrait Explorer Portrait

Portrait HQ Portrait

Portrait Miner Spectrum Miner™

Portrait Uplift Spectrum Miner™

Spectrum® Enterprise Geocoding Module

Spectrum® Global Geocoding Module

Spectrum® GeoConfdence Module

Spectrum® Global Geocoding Module

Spectrum Spatial Analyst Spectrum Spatial™

Spectrum Spatial™ for Business Intelligence

Spectrum Spatial™

Spectrum® Universal Addressing Module

Spectrum® Global Addressing

StreamWeaver EngageOne® Enrichment

Please consider the following guidelines when determining whether you need to contact Pitney Bowes Worldwide Software Support (WWSS) or our client service professionals:

• WWSS/technical support: Questions about the installation,product unlocking or use of your software, including errormessages

• Client service: Order status, tracking number, your account,invoices, or shipping and any other general enquiries

For detailed global and regional contact information, visit Pitney Bowes at: pitneybowes.com/us/contact-dcs.html

For more information, visit us online: pitneybowes.com/softwaresupport.

Pitney Bowes, the Corporate logo and MapInfo are trademarks of Pitney Bowes Inc. or a subsidiary. All other trademarks are the property of their respective owners. © 2016–2019 Pitney Bowes Inc. All rights reserved. 19SWS02854_EN-GB


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