3. ClickShare Service activities
3. CLICKSHARE SERVICE ACTIVITIES

3.1 ClickShare detailed service model

Sales model

Distributor Dealers Customer

Image3-1
Salesmodel
The way ClickShare comes tothe customer:
1. Distributorpurchases from B arco.
2. Dealers purchase from a distributor.
3. Dealers sellto the end custom er.
Service model

DistributorDealersCustomer

Image3-2
Servicemodel
Whena customer experiences a problem, he or she should contact the dealer. Dealergives Tier I support. Heand requests a RMA
from Distributorto return the faulty product
TierI support consists out of:
• identifiesClickShare com ponent failure
• RMA request by distributor
• Facilitates shipment of faulty unit from customer to distributor
Thedistributor troubleshoots the returned assemblies and gives Tier II support.
TierII support consists of
• checks returned units according a standard testprocedure.
• sends replacement unit to customer to replacethe faulty unit.
• contacts Barco to request RMA to return faulty product.
• sends faulty product to Barco.
Barco receivesthe faulty product an d validatesfailure.

3.2 Reporting an issue in SalesForce.com

How to report
1. Open a br owser window and type the following address in the address line: https://emea.sa lesforce.com/
2. Login by entering your user name and password.
3. Create a new request by selecting Swap/part delivery request.
R5900006 CLICKSHARE 04/12/2013 9