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www.manh.comManhattan Associates’ Customer Supportand Software Enhancements ProgramManhattan Associates offers a comprehensive maintenance program,including a proven upgrade program, which enables our clients to lowertheir total cost of ownership. Clients participate in this program by signinga Customer Support and Software Enhancements Agreement and payingan annual renewal fee based on license fees. More than 90% of ManhattanAssociates’ customers remain current on maintenance, illustrating theconsistently high levels of customer satisfaction we deliver.MISSIONThe mission of Manhattan Associates’Customer Support Organization isto provide courteous, efficient andeffective service to our customerswhile helping them master theopportunities presented by oursoftware.We recognize that our strengthis comprised of two parts—ourproduct and our service. Neithercan provide full satisfaction withoutthe other. We strive to satisfy ourcustomers by highlighting a productthat exceeds their expectations withservice that does the same.Manhattan Associates has more that85% of our workforce focused onour customers—whether in R&D,account management or professionalservices organizations, which manageimplementations and support. SoftwareVersion Updates/Enhancements. Customers are entitled to allupdates/enhancements to the latest version of the software applicationslicensed in the Software License Agreement without additional licensefees. All associated implementation consulting/programming supportrequested by the customer will be billed on a time and expenses basis atthen-current rates. Supportfor Warranted Products. Customers receive support for all issuesdirectly related to the warranted (base) software applications licensed inthe customer’s Software License Agreement. ModificationDefect Support. Modifications, interfaces and extensions tothe licensed product are supported. Some conditions apply. ProductDocumentation. Advanced Information Manager (AIM) for thecustomer’s licensed products is provided at no charge. AnnualOne-Day On-Site Visit. Manhattan Associates will send aCustomer Support Consultant on-site to conduct a one-day (8-hour) systemefficiency audit, provide training, or discuss future business requirements.The customer is responsible for the consultant’s out-of-pocket expenses.1 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.com Accessto Client Extranet. MA Gateway provides customers with accessto detailed Manhattan Associates software information; the ability tosubmit, update and review Manhattan Associates Customer Support cases;and request upgrades, license keys and transportation rates. Customers canalso update their contact information, download transportation rates andclient/product specific files, and complete customer satisfaction surveys.“There is no substitutefor the level of serviceManhattan accountmanagers provide. We arethe customers’ advocates.We build ongoing personalrelationships with thedecision makers. Whenwe know what your plansare and what you want toachieve, we can help youidentify the best optionsand get the most value fromyour supply chain solutions.”Account ManagerManhattan Associates EducationalServices Class Discount. All Manhattan Associates scheduledpublic training classes are available at a 10% discount on then currentpublished tuition rates. RetailCompliance Updates. Updates for the currently supported versionsof software are made available per Manhattan Associates’ Top 100 RetailCompliance Guarantee. This guarantee, as well as information regardingRetail Compliance initiatives, is available on Manhattan Associates’ clientextranet (MA Gateway). EstimatesProvided for Simple Projects or Modifications. Time spenton estimates under one hour is free of charge; anytime required over onehour is billed at Manhattan Associates’ current rates. These are rough,non-binding estimates that will be updated, if necessary, once the designis complete. AccountManager. A focused resource team responsible forunderstanding and supporting the customer’s business requirements,objectives and strategic development plans is available. SupportConsultant. After the customer has implemented the licensedproduct and officially transitioned to support, a technical consultant isassigned. This consultant becomes familiar with the customer’s systemdesign and specific extensions allowing Manhattan Associates to providethe most effective support in the future. ReceiveCurrent Hourly Billing Rates with No Additional Premium. ReceiveCarrier Rates at Current Costs with No Additional Premium.Service OfferingsManhattan Associates’ Professional Services Organization and CustomerSupport Organization help bring maximum supply chain efficiency to ourclients’ operations and offer services every step of the way—from sales toimplementation and beyond. This is part of our commitment to building along-term partnership with each of our clients.Manhattan RPM : Results-driven Performance Methodology is theprocess Manhattan Associates uses to deliver Manhattan Associatessoftware and related services to our customers. With a team ofprofessionals around the world offering extensive industry, technologyand implementation experience, the Manhattan RPM team (ProfessionalServices Organization) completes over 250 new installations and upgrades2 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.comannually. This proprietary methodology is built on teamwork, structuredclient involvement, and the use of discrete, linear stages with concretedeliverables scheduled throughout a project. Each stage has clearlydefined goals, roles and responsibilities for both Manhattan Associates’and the client’s project teams. In 2010, Manhattan completed 310deployments—that’s one go-live every 28 hours. Manhattan RPM is akey factor in our ability to complete such a large number of installationssuccessfully.“FastTrack is smart on somany levels. It’s easy totrain the trainers and theintegration with all our othersystems and applicationsis seamless.”adidasManhattan MET : Method-based Education & Training is a flexible,hands-on training program designed to accelerate adoption acrossthe organization. The Manhattan MET approach incorporates provenmethodologies for software implementation, process development,daily operational procedures and change management strategies. Thismethod-based approach can be customized to your specific businessprocesses to help you achieve rapid results and gain long-term value. OurEducational Services Organization (ESO) offers regular Manhattan METcourses on recent releases of the software. ESO has expert instructorswho have experience in implementing our solutions and supply chainprocesses, have extensive knowledge of our products, and are skilledin professional presentation and communication. With MET FastTrack,our computer-based training tool, customers can create demos, practicescreens, testing material, production documents, quick reference guidesand training materials—all based on their processes and terminology.Manhattan OneSource : Manhattan OneSource provides a single pointof contact for all your supply chain hardware and software needs. WithOneSource you can achieve the lowest cost of ownership and optimalperformance by working with proven technologies that support yourinvestment. Our advisors help you define your needs and identify, design,source and implement the best technologies for your situation. Leverageour experience and education through our recommended solutions tominimize integration risks with your hardware infrastructure—saving youthe time and expense of guessing, tweaking, reconfiguring or startingover. An advisor will work one-on-one with you to correctly size andconfigure the hardware required for distribution operations. The advisorwill continue to work with you during implementation and afterward.3 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.comGlobal Support with 24/7 Staff: Clients may contact ManhattanAssociates Customer Support at any time and receive help froma Manhattan Associates professional. We have approximately 300employees dedicated to supporting your ongoing use of the solution whocan be reached via the client extranet, email or toll free number. Clientsnormally work with their local Manhattan Associates office during localwork hours and receive support after hours from our Global support team.We constantly monitor our customer support response times to ensurethat we are providing the best possible service in an efficient and timelymanner. We do not consider an issue resolved until you tell us it is.Nearly 800 customersfrom 440 companiesparticipated in ManhattanProduct Councils in 2010.Remote Access: If needed, Manhattan Associates’ support team canremotely access your system (with appropriate security measures) to assistin real-time research and perform diagnostics.Online Assistance: We offer system documentation through acomprehensive, web-based tool called Advanced Information Manager(AIM). Provided with each release of software, AIM includes extensivetechnical and functional information on our products and containsinformation for all types of users and system administrators, from optionlevel help to technical system documentation. AIM is provided for alllicensed products and is typically placed on a client’s intranet to provideaccess to all users. Furthermore, our client extranet contains additionalinformation on products and allows clients to: Submitcases to our service teamsstatus and manage their cases Update contact information View information about their current support agreement Request license keys, software upgrades and transportation rates Download transportation rates ReviewActive User Group: Our customer community is extremely importantin shaping the future of our products. The most successful customerfeedback channels are the customer-led Product Councils. The objectiveof each Product Council is to identify product-specific, widely beneficialinitiatives that can be implemented in a Manhattan Associates product.Manhattan Associates utilizes these councils to understand the commonchallenges that exist in the marketplace and how we can enhance theirproducts to address these challenges.Customers are immediately eligible to participate in the Product Counciland can participate in multiple Product Councils representing their variousproducts. Each Product Council is lead by a customer President, who iselected on an annual basis, and by a Manhattan Associates resource—typically the Product Manager—who is responsible for the future direction4 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.comand strategy of the product. Product Council members also have theopportunity to review Manhattan Associates design specifications for inprocess releases. Select Product Council groups also have vertical/industryspecific sub-committees which provide focused industry-specific feedbackto Manhattan Associates.Each customer Product Council President is also a member of the ProductSteering Committee, which helps provide guidance as ManhattanAssociates refines its strategies. This committee also assists in theplanning of our annual user conference, Momentum, to help ensure thatthe conference provides maximum benefit to the customer base.“We were looking forquality presentations andproductive networkingcontacts, and Momentum2011 delivered in a big way.”Columbia SportswearAll customers are encouraged to attend Momentum which is heldin various locations in the United States each year. The Momentumconference includes a number of product-based educational and trainingsessions as well as a forum for Product Council discussions and peerto-peer networking. In addition, Manhattan Exchange events—moreregionally-based conferences—are held in various parts of Europe.Experience and Training of Support PersonnelThe Customer Support staff of approximately 300 professionals, alongwith the 800 consultants in our professional services organization, worktogether and leverage their experience in implementation and technicalconsulting to provide ongoing support to our clients and ensure all casesare resolved promptly.Our global customer support personnel average 4.4 years experiencewith Manhattan Associates; all are college graduates and most teammembers have technical degrees. Manhattan Associates is dedicatedto the ongoing training and increased experience of the support team.Continuous process improvement initiatives are enhanced through amentor program and on-site rotations in which support consultantsparticipate in implementations and upgrades. Employees also attendinternal and external training courses to stay current on new products,troubleshooting techniques, and third-party applications.Members of our support staff are fluent in Japanese, Spanish, French,German, Indonesian, Dutch, Mandarin (China), Arabic (Saudi Arabia),Hindi, Malayalam, Kannada and Tamil (India), Urdu (Pakistan), Cantonese(Hong Kong), Portuguese, and English. In addition, Manhattan Associatesis supported by an interpreter service to enable communication withclients in any of the major global languages.5 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.comResponsivenessThe Customer Support staff of approximately 300 professionals, alongwith the 800 consultants in our professional services organization, worktogether and leverage their experience in implementation and technicalconsulting to provide ongoing support to our clients and ensure all casesare resolved promptly.We seek to improve our support capabilities each year and track ourefforts regularly, most notably through event-driven case surveys.The CSO satisfaction surveys request feedback on the following areas: ProfessionalismResolutionOverall satisfaction/Service Provided Timely Call Center Average Speed of AnswerAverage Survey ResponsesClients are asked to rate Manhattan on the three areas with a score of 1 to5 (5 being the highest.) Please see above for recent survey scores.Average Resolution Time by Severity6 2014 Manhattan Associates, Inc. All rights reserved.
www.manh.comThe support team tracks all client contact using SalesForce.com. When aclient engages the support center for a questions or an issue, tracked as acase, it is immediately given a tracking number. Cases are worked basedon severity level and are prioritized based on how the case is impactingthe customer’s business. Clients are given an immediate solution whenpossible. Cases requiring additional research or expertise are assigned tothe customer’s consulting team. Each case follows documented escalationprocedures. Case severity definitions and corresponding escalationprocedures are noted below.7 2014 Manhattan Associates, Inc. All rights reserved.
Manhattan OneSource : Manhattan OneSource provides a single point of contact for all your supply chain hardware and software needs. With OneSource you can achieve the lowest cost of ownership and optimal performance by working with proven technologies that support your investment. Our advisors help you define your needs and identify, design,
