AMDOCS SUPPORT. [**] Amdocs shall provide assistance to SBC, in (i) SBC's making of Strategic Decisions, (ii) defining information technology architectures and standards, and (iii) preparing long-term strategic information technology plans and short-term implementation plans for such environment. The assistance to be provided by Amdocs shall include (i) active participation with SBC representatives on permanent and ad-hoc committees and working groups addressing such issues; (ii) assessments of the then-current architectures, standards and systems; (iii) analyses of Strategic Decisions and/or architectures, standards and systems in light of business priorities, business strategies and competitive market forces identified by SBC; and (iv) recommendations regarding architectures and platforms, software and hardware products, information technology strategies and directions, and other enabling technologies. With respect to each recommendation, Amdocs shall provide high level estimates and analyses of the following: (i) cost projections and cost/benefit analyses; (ii) the changes, if any, in the personnel and other resources RESTRICTED - PROPRIETARY INFORMATION The information contained herein is for use by authorized employees of SBC, Amdocs, and their Affiliated Companies, only, and is not for general distribution within those companies or for distribution outside those companies except by written agreement. required to operate and support the changed environment; (iii) the resulting impact on SBC's information technology costs; (iv) the expected performance, quality, responsiveness, efficiency, reliability and other service levels; and (v) general plans and high level projected time Schedules for development and implementation.
AMDOCS SUPPORT. Amdocs Support, a component of the CRM Application, provides advanced case and trouble ticket management capabilities to allow the user to easily create and deal with trouble tickets, speeding up the problem resolution process. Trouble tickets can be assigned to agents for resolution, and at the same time be visible to managers for monitoring performance. With Amdocs Support, the internal support analysts have access to each customer’s complete history and status. They can also query related cases and resolutions, and determine the customer entitlement and support the service level agreement that applies to the current inquiry. Agents can work together on trouble tickets by using the sub-case or task functions. This allows other agents to take responsibility for a component or task associated with a customer issue or request. Owners of cases who wish to maintain ownership but still require assistance, can create sub-cases and dispatch them to other support specialists, rather than dispatching the entire ticket.
