Our daily work processes consist of the interaction between the Dev team and the Support Team.

The
Dev team handles the design, building, testing and maintenance of our products.

The support team handles the interaction of every existing and potential customer with the products Commented [FQ1]: Per pjesen e procesit jam pak i
and CData, by assisting and troubleshooting every kind of question or issue they might have. A high pasigurt sepse pak a shume ato links te investigimi e
perbejne nje proces. Por kam shkruar dicka nuk e di nese
technical level is expected for every support member. keni ide te tjera apo sa vlejne keto: Me shume per
pritshmerite tona se si duhet kryer puna ndjekur nga pjesa
tjeter qe listoi Donaldi, klientet/ FreshDesk.
You might be part of one of the three Support teams, managed respectively by Fatbardh, Ethem and
Aishe.

You are expected to gain an advanced understanding of our products be it the driver category, front end
platform, architecture, design, features etc.

This will be done through daily tackling of Support issues ranging from simplest ones to advanced and
hard tasks, testing and hard work from your side, the orientation of your support manager, your
interaction with the dev team, our weekly meetings and other forms of skill-sharing our team will
organize i.e., presentations, assignments etc.

Based on your goals and improvement objectives you will organize your workday, which will start with
assigning tickets to yourself and having your team manager assign tickets to you. You are expected to
investigate and research the nature of the customer issue, aiming to reproduce the same scenario.
Testing is particularly important, aim for smart testing and be detail oriented.

Whenever you are facing any obstacle and are not sure how to advance with a difficult ticket/scenario
you are expected to:

1. Make sure you have followed the basic Investigation Flowchart.

2. Have done extensive research and thought of one or more workarounds or ideas.

3. Ask for any ideas or input from your Manager. The main idea here is to present what you have tried
and what ideas you have. Don't expect the manager to solve this for you.

4. If we are still not able to advance after your manager's input, do not directly ask for help from the
Developers unless you know what you are talking about or without discussing this first with your
manager. It is important you first understand the nature of the problem and learn to ask the right
questions.

5. Do not jump asking order. You cannot be going directly to John or Christopher H. without the
knowledge of your manager or unless you are told so explicitly.
Our internal objective in Albania Support, is to aim for Products built and maintained in Albania and
India. The daily goal should be to have no such tickets left open/unassigned/unresolved. Second, every
support member's aim is to have the technical knowledge to challenge our Development team.

Donald and Sajli manage the Dev team. Fatbardh, Ethem and Aishe manage the Support team. We all
report to Genti.

Additionally, we interact closely and report to the US team and the respective team managers over
there as well.

The US manager in the Dev team is Casey. Support is managed by John.

The CData Customers

Support team's main focus is CData’s customers. Every user that has reached out with any question or
technical issue of any kind is expected to receive a response in one business day.

Pre-Sales

They might be users asking for pricing, for any potential application of the product to a specific-use case,
for data-source related questions/issues who might only need information before they decide to
download the product. They might be users that have already downloaded the product and are
currently going through the 30-Day evaluation period.
These types of customers have a high priority as well. Their first experience with the product and how
our support team deals with their issues will make or break the deal. Priority in replies and high-quality
support will make sure they sign up for a CData subscription. Usually, medium-sized or higher
companies and the contact is usually a decision-maker within the company or that department, i.e CTO,
Team Lead, Senior title etc.

Existing Customers

They might be existing customers who have already purchased a license and are reporting any technical
issue, bugs, renewing licenses or asking for updates or extra features. Depending on the context of the
issue and the product, the priority in these cases varies. However, the support quality and the ideal reply
time is still one business day.

Premium Support- XPS

They might be existing customers who enjoy a Premium Support subscription. Typically, these can be
identified by an ID that starts with 'XPS11'. Responding and solving these types of issues is higher
priority compared to normal existing customers' issues.

OEM/Enterprise Customers

These kinds of customers are customers that have a big deal with CData. They are known brands or big
enterprises that use our products within their tools or have licensed an entire line of products. You can
find a more detailed description in Support Guidelines document on this.

Normally, our Support Inbox has a separate group dedicated for OEM Support. Some tickets from them
may come in the normal inbox as well but be on the lookout for any of the big names. These are the
highest priority. In case you get in touch or get assigned a ticket from these types of customers, make
sure everything is in line with your manager and the account manager for that particular customer.

Freshdesk.

The platform we do our support in is a ticket management system called Freshdesk. Freshdesk consists
of several groups i.e Pre-Sales/ Support India/ Support/ OEM Customers/ Cloud Support etc. While our
work will consist in handling tickets from the Pre-Sales and Support Group, you should at least know the
whole related groups incoming tickets go to.
Pre-Sales: Potential Customers targeting very popular products and potential deals higher than 1K.
Usually have the Pre-Sales tag, if not it should be set.

Support: Normal support/ existing customers and Premium Support as well.

Support India: Usually tickets from Indian customers or similar timezones i.e Asia, New Zealand,
Australia etc.

OEM Support: Support group handling tickets from OEM customers. Managed by Geoff and Christopher
H.

Cloud Support: Tickets pertaining our Cloud Products such as CData Connect.

You can find more details on Freshdesk Setup and how to use it from the following document