Microsoft Word - Support Quality Policy

SpikeSource, Inc. 2000 Seaport Blvd. 2nd floor Redwood City, CA 94063 http://www.spikesource.com

Product Support : - Quality Policy Rating Scales: - Marked between 1 to 5:- 1 being the highest – 5 Being the lowest 1) Over Exceeds Expectation: - One who over exceeds quality parameters consistently for a year and Half will be considered the master of Product support team. He will be seen as a lighthouse. He will be involved in areas like Training, coaching, creation of Knowledge base. 2) Exceeds Expectation: - We will award one who exceeds quality parameters at least for 6 months in continuation. We will train & coach him to become the master craftsman. He will assist Master of product support in areas like Training, coaching & creation of Knowledge base. 3) Meets Expectation: Fine Tune the Engineer to exceed expectation. We don’t want you to meet our expectations. We want you to exceed our expectations. We will help you in any possible way to exceed our expectations. We want you to excel & grow. 4) Below Expectation: - Training & coaching within the process to empower him to meet expectation. He will be under strict quality monitoring. 5) Poor – Require Extensive Training, Coaching & under strict quality monitoring. In worst case scenario we have put the Engineer out of the process or Termination after 2 Verbal warning & 2 written Warning.

Evaluation Parameters: - Engineers will be evaluated on 4 parameters:1) Documentation & Writing:1)

2)

3)

4) 5)

0 Wrong Escalation - shows extremely high level of technical writing skills, clear cut documentation & representation, 0 wrong or incorrect information or troubleshooting steps taken – 0 Marks deducted out of 10. – Over Exceeds Expectation. 0 Wrong Escalation shows very high level of technical writing skills, clear cut documentation & representation, 0 wrong or incorrect information or troubleshooting steps taken – 0 Marks deducted out of 10. – Over Exceeds Expectation 0 Wrong Escalation or Entry 5 Marks deducted out of 10. - Meets Expectation. Little errors in documentation or language skill can be tolerated and Engineer will be provided necessary training. 2 Wrong Escalation or No Entry in Call Log or SRM - 5 Marks deducted out of 10. Not Acceptable – Poor. 4 Wrong Escalation or No Entry in Call Log or SRM – 10 Marks deducted out of 10. Not Acceptable – Verbal warning, If requires written warning. – Poor

2) Customer Compliments & complaints. 1) 2) 3)

4 Customer Compliments: - Over Exceeds Expectation: +10 3 Customer Compliments: Exceeds Expectation +6 2 Customer Compliments: Meets Expectation +4

SpikeSource, Inc. 2000 Seaport Blvd. 2nd floor Redwood City, CA 94063 http://www.spikesource.com

4) 5)

1 Negative Comment: - Below Expectation 2 Negative Comment: - Poor

3) Product & Technical Knowledge:100% = 20 Marks 1) 2) 3) 4) 5)

100 % in 2 monthly quizzes. Over Exceeds Expectation. 80 % & above in monthly 2 monthly quizzes. Exceeds Expectation. 70 % & above in monthly 2 monthly quizzes. Meets Expectation. 60 % & below in monthly 2 monthly quizzes. Below Expectation. 50 % & below in monthly 2 monthly quizzes. Poor

Additional 10 Marks will be reserved for Punctuality, Discipline, Initiative, policy adherence and attitude, unscheduled leaves and uninformed leaves. 2 Unplanned/ Unscheduled leaves except emergency conditions will put your marks to a BIG “0”

Quality Parameters for Quality Analyst:1) Quizzes 2) Issue handling Skills (Helping Engineers in India) 3) Scores on Training and Demo ( Feedback Sales team and The EU Training) 4) Process adherence Rating Criteria. :Total 40 Marks - : Between 0 - 9 – Poor -: Between - 10 Marks – 20 Below Average Between - 20 Marks – 30 Meets Expectation 40 – Exceeds Expectation 1) Three consecutive below 20 Marks will Red Flag you with 1st Verbal warning. You will be put under strict quality Evaluation to bring your scores up. 2) Four consecutive below 20 Marks will Red Flag you with 2nd Verbal warning. You will be put under strict quality evaluation to bring your scores up. 3) Five consecutive below 20 Marks will Red Flag you with 1st written warning letter. You will be put under strict quality Evaluation to bring your scores up. Five consecutive below 20 Marks will Red Flag you with 2nd written warning letter. You will be put under strict quality Evaluation to bring your scores up. 4) Six consecutive below 20 Marks will Red Flag you and you will be terminated from the company.

SpikeSource, Inc. 2000 Seaport Blvd. 2nd floor Redwood City, CA 94063 http://www.spikesource.com

Details of area of Evaluation:1) Call Records & Documentation :This area is of critical importance. All technicians must meet Minimum Expectations or they will receive 0 marks in all other evaluated areas. A. Case ID number should be given to every new call/issue you receive. B. All calls taken by the Support Team must be logged into the Support Tracking System. C. Cases that are sent to Spikenet shall be entered into Bugzilla with the parameters defined in Spikenet Escalation Document. R & D escalations document and the ticket number must be added to the Support Tracking system for that case. 2) Customer Interaction :A. Support Team Members should conduct themselves in a professional manner at all times. They should adhere to Product Support Service Call flow document for customer interaction & call closure. Satisfaction Surveys will be conducted to track the matrix. Team Member Training B. Team Members will be evaluated on their product knowledge and customer interaction. Tracking System tickets will be evaluated by Quality Analyst to judge the Technical wrong/right troubleshooting steps taken & R & D escalations. C. Monthly Support Quizzes will be taken to judge Technical knowledge. Note: - These procedures may change as new Support Tools come on-line and you will be updated and trained on these changes as they are implemented.