Axiom Support

Our most successful clients have a single point of contact to track and submit technical support issues. This is typically the MSU (Master System User), who is trained as the software administrator, and knows the business processes and intended usage of the application within your organization. The assigned MSU will need to have full System Administrator permissions within the Kaufman Hall system. We often encourage a designated MSU for both the functional side of the platform and the technical backend systems.

While we encourage all Axiom Software users to take advantage of the Axiom Help portal resources, escalating to your local designated MSU will result in faster and more successful issue resolution by ensuring that all issues are tracked and communicated through your organizations case tracking and change management process. It also eliminates the duplication of time spent resolving issues and maximizes the efficiency of implementing the best solutions.

Along with identifying a MSU, we ask all our clients to help own:

• Utilizing Axiom Help and the tools built into the application for initial investigation before escalating to Axiom Client Success.
• Building, configuring, and troubleshooting the workstation environment, network and hardware infrastructure.
• Configuring and maintaining any external systems and their related system interfaces.
• Applying the latest patches and updates to Kaufman Hall software.

Covered by your Software Support Agreement

Software support issues generally involve a problem or question related to the core software technology or specific capabilities delivered by Kaufman Hall. Most issues can be resolved by following the troubleshooting guides that are available in Axiom Help; simply click the Help button to search for an immediate solution. In the event you need to escalate to Kaufman Hall for hands-on assistance, our Client Success team is here to handle technical errors, issues and problems with the software and infrastructure.

Common escalations to Kaufman Hall include:

• Software errors that cannot be resolved by Axiom Help troubleshooting guides
• Updates of Kaufman Hall software
• System functionality issues
• Creating and migrating test systems
• Scheduler and workflow issues
• Performance issues and enhancements

Level of Service

The Kaufman Hall Client Success Team is here to assist your MSU with any functional or technical issue that you cannot solve. Each member of our team has a combination of the functional and technical skills to address your issues.

In order to assist you as quickly as possible, we request that you have certain information available upon submitting your request:

• Detailed question or error message
• The steps you’ve already taken to resolve the issue
• The specific software version, Excel version and Operating System version
• Applicable screenshots displaying the issue
• Kaufman Hall client log file with the date/time stamp identified
• Any other pertinent information related to recreate the issue

Escalate to us for resolution

The Kaufman Hall Client Success Team can be reached by emailing support@kaufmanhall.com or calling 888-543-6833. Phone and email are monitored Monday thru Friday between 7:00 AM to 7:00 PM (Central), with the exception of US National holidays.

Design or functionality changes to the delivered system

The Kaufman Hall Professional Services team handles design or functionality changes to delivered systems. The Professional Services team will scope, design and test configurations to deploy best-practice functionality at your request. Some examples of design changes that our Professional Services team would provide include:

• Building new reports or imports
• Creating or modifying File Groups, Templates and Calc Methods
• Table creation or data flow modifications
• Implement and configure new features included in an update

Ongoing management of your relationship with Kaufman Hall

The Client Relationship Executive (CRE) is your dedicated point of contact within Kaufman Hall dedicated to managing the partnership between our organizations. The primary goal of the CRE is to ensure you are realizing maximum value, adoption, and benefit from your Kaufman Hall solutions. Some examples of requests include:

• Processing requests for additional consulting engagements or training opportunities
• Working with you through any payment or contract renewal processes
• Working through challenges you may be facing

Solution Updates

The initial installation and implementation will be performed by your assigned Kaufman Hall project team in conjunction with your staff involved in the project. Ongoing workstation maintenance, connectivity, monitoring and basic technical troubleshooting is the responsibility of your IT staff. Your organization is entitled to our latest software updates as a licensed installation; these are available for review in the Axiom Help portal inside the software.

The Client Success team is available to answer any specific questions you have after you’ve reviewed the release notes and guides specific to an update. On occasion, you will be asked to install a patch or update to fix a high priority issue. Our team will facilitate and assist with the update process. We ask that you provide us with the window of time that you would like the update applied, ensuring that your MSU is available to work with us to adopt the update.

Software Enhancement Requests

Requests for solution enhancements may be initiated with the Clients Success team. We first assess whether the request for a feature is already available or planned for a future release. Enhancements are prioritized by the business use case. Client requests are always our first priority.

License Renewal

Kaufman Hall issues license and subscription access for the software platform. The Client Success Team will ensure the license and subscription access is updated according to the terms of your agreement and subsequent renewals.

Phone:

877.691.9969

Web:

www.kaufmanhall.com