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COGNOS SUPPORT USER GUIDE

®

MAXIMIZING YOUR SUPPORT INVESTMENT

Copyright (C) 2005 Cognos Incorporated. While every attempt has been made to ensure that the information in this document is accurate and complete, some typographical errors or technical inaccuracies may exist. Cognos does not accept responsibility for any kind of loss resulting from the use of information contained in this document. This document shows the publication date. The information contained in this document is subject to change without notice. Any improvements or changes to the information contained in this document will be documented in subsequent editions. This document contains proprietary information of Cognos Incorporated. All rights are reserved. No part of this document may be copied, photocopied, reproduced, stored in a retrieval system, transmitted in any form or by any means, or translated into another language without the prior written consent of Cognos Incorporated. Cognos and the Cognos logo are trademarks of Cognos Incorporated in the United States and/or other countries. All other names are trademarks or registered trademarks of their respective companies. Information about Cognos Products and Accessibility can be found at www.cognos.com

TABLE OF CONTENTS

WELCOME .........................................................................................................................................3 ABOUT THIS GUIDE ....................................................................................................................3 THE COGNOS COMMITMENT TO SUPPORT .........................................................................3 THE STRENGTH OF COGNOS SUPPORT .................................................................................3 SCP CERTIFICATION...................................................................................................................3 COGNOS SUPPORT PLANS AT A GLANCE ....................................................................................4 AROUND THE WORLD, AROUND THE CLOCK SUPPORT ...................................................5 Global Support........................................................................................................................5 Extended Coverage Service......................................................................................................5 GETTING STARTED..........................................................................................................................6 FINDING COGNOS SUPPORT ....................................................................................................6 SUPPORT CONTACTS .................................................................................................................6 Determining Your Support Contact Entitlement......................................................................6 Support Contact Types ............................................................................................................7 Registering Your Support Contacts .........................................................................................7 Managing Support Contacts....................................................................................................8 LEARNING TO USE COGNOS PRODUCTS ...............................................................................8 COGNOS CONSULTING SERVICES ...........................................................................................8 COGNOS' AWARD-WINNING WEB SUPPORT ...............................................................................9 GETTING STARTED ON THE WEB............................................................................................9 Opening a Web Account..........................................................................................................9 Changing your password.........................................................................................................9 Forgot your password?..........................................................................................................10 Email Alerts from Cognos Watch ..........................................................................................10 KEY AREAS OF THE SUPPORT WEB SITE...............................................................................10 Knowledge Base ....................................................................................................................10 Documentation and Utilities Library .....................................................................................11 Product Downloads...............................................................................................................11 SupportlinkTM .........................................................................................................................11 Connecting with the Cognos Community..............................................................................12 Case Management .................................................................................................................12 About Support.......................................................................................................................13 Contacting the Support Web Site Team .................................................................................13 LIFECYCLE OF A CASE ...................................................................................................................14 ENABLING COGNOS SUPPORT ACCELERATOR...................................................................14 BEFORE LOGGING A CASE......................................................................................................14 LOGGING A CASE .....................................................................................................................16 What Happens Next..............................................................................................................16 Your Case Reference Number ...............................................................................................17 Case Priority Setting and Response Times .............................................................................17 WORKING TOGETHER TO RESOLVE YOUR CASE ..............................................................18 CASE STATUS DESIGNATIONS .................................................................................................19 CASE ESCALATION ...................................................................................................................19 SOFTWARE DEFECTS ................................................................................................................19

PRODUCT UPDATES AND INFORMATION.................................................................................20 SOFTWARE RELEASES ..............................................................................................................20 SUPPORTING INFORMATION .................................................................................................20 GETTING THE DETAILS ...........................................................................................................21 YOUR INPUT FUELS OUR FUTURE..............................................................................................22 CUSTOMER SATISFACTION SURVEYS....................................................................................22 Case-Driven Surveys..............................................................................................................22 Prognostics Customer Surveys ...............................................................................................22 Web-Based Surveys ................................................................................................................22 Classroom Surveys ................................................................................................................23 PRODUCT-DRIVEN INPUT .......................................................................................................23 Beta Programs .......................................................................................................................23 Product Enhancement Program .............................................................................................23 Product Usability...................................................................................................................24 WEB SITE FEEDBACK................................................................................................................24 Knowledge Base Content Ratings..........................................................................................24 Supportlink Feedback............................................................................................................24 CONTACTING US ......................................................................................................................24 WHAT'S NEXT .................................................................................................................................25 WEB SEMINARS .........................................................................................................................25 GOING FURTHER......................................................................................................................25 Consulting Services................................................................................................................25 Training Services ...................................................................................................................26 Cognos Customer Certification Program...............................................................................26 UPGRADING YOUR SUPPORT .................................................................................................26 RENEWING SUPPORT ...............................................................................................................27 EXPANDING YOUR COGNOS ENVIRONMENT....................................................................27

WELCOME

Welcome to Cognos Support and congratulations on purchasing the support plan that best suits your organization's unique needs. This guide is designed to help you achieve maximum value from your support plan, and to introduce you to the extensive offerings available from Cognos Support to ensure your success as our customer. ABOUT THIS GUIDE This guide is a combination of road map and user guide for supported customers. It is intended to provide an explanation of the elements of Cognos Support, the benefits of each, and how you can use them to maximum advantage. It also guides you to additional sources of information on our award-winning Global Customer Services Web site (http://support.cognos.com). This Web site is part of our commitment to unparalleled customer service; it is your gateway to Cognos Support and provides valuable information on our Training and Consulting Services as well. Whenever possible this guide refers you to the precise Web site URL to find the additional information or the tools that you need. This document is a companion to the Cognos Support Plans Guide which provides a more detailed formal description of the elements and policies of the support plans Cognos offers, and your entitlements as a supported Cognos customer under the plan you purchased. THE COGNOS COMMITMENT TO SUPPORT Your investment and its future are secure. The Cognos Support organization, coupled with innovative research and development, offers resources, talent and a culture designed to ensure customer success. Cognos Support has a library of more than 40,000 technical solutions available on http://support.cognos.com and 300 trained staff located in support centers worldwide.

Excellence in customer support is about more than just providing technical answers. It is about building trusted relationships and ensuring your success. THE STRENGTH OF COGNOS SUPPORT Cognos Support understands the technology and business challenges you face in today's complex computing environment. Your support fees are the annual investment that you make in your Cognos solution. This helps make it possible for us to continually improve our support services so you continue to realize value. The Support Web site (http://support.cognos.com/ en/support/index.html) provides 24x7 self-service support, backed up by a highly skilled team ready to deliver world-class support through an international infrastructure. Cognos Support provides you with timely access to product updates and new releases, so you don't have to wait to take advantage of product and technology enhancements. We'll keep your business on the leading edge and ensure that your systems stay up to date. SCP CERTIFICATION The Support Center Practices (SCP) Certification is an internationally recognized standard that defines best practices for delivering world-class technology support. Certified organizations must demonstrate their continued commitment to high performance standards through re-certification audits. Cognos has repeatedly achieved SCP certification at our North American and European support centers. To learn more about SCP certification, go to http://www.scpcertification.com/

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COGNOS SUPPORT PLANS AT A GLANCE

As a supported Cognos customer you have either purchased the Standard support plan or upgraded to our premium Alliance support plan. Both plans can be enhanced by adding optional components to meet your specific needs -- so your plan can change as your needs change. For TABLE 1: SUPPORT PLANS SUMMARY Support Plan Components Product-related Components New Releases Maintenance Releases Service Packs Hot Sites Documentation Product Enhancement Program Product Advisories Online Services Cognos Watch Knowledge Base Product Downloads and Documentation SupportlinkTM ­ Online Magazine Case Management Case Resolution Support Contacts Case Logging ­ Telephone or Web Response Time (based on Priority) Cognos Support Accelerator Premium Services (Alliance) Alliance Support Contacts Standard Alliance more detailed information on each of these plans and optional components, refer to the Cognos Support Plans Guide. Also see Upgrading Your Support Plan on page 26. For a quick comparison, Table 1 shows the components included in each plan.

Based on number of supported users Unlimited 1 to 4 hours

Based on number of supported users Unlimited 30 to 60 min.

N/A

4 per Support Group (in addition to contacts based on supported users)

Cognos Primary Alliance Contact (PAC) Cognos Alliance Support Team Case Status Reports Problem Alerts Site Visits Add-on Components Extended Coverage Service Global Support Additional Support Contacts

N/A N/A N/A N/A N/A Option Option Option

2 per year 12 cases per year Option Option

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AROUND THE WORLD, AROUND THE CLOCK SUPPORT Cognos is a global company with customers in more than 135 countries. We understand the needs of our customers who have operations that extend over many time zones. We also know that sometimes the 9 to5 work day simply is not enough. The following explains how you can find Cognos support around the world and around the clock. Global Support Global Support is a valuable add-on for multinational customers with a shared server infrastructure and Cognos applications supported in different regions. This add-on allows support contacts to access a support center in their local region, regardless of the region where support was purchased. For further details on Global Support, see section 4.2 in the Cognos Support Plans Guide. To purchase Global Support, contact your Support Renewal representative at http://support.cognos.com/en/support/about/ renewal.html.

Extended Coverage Service Generally, Cognos support centers provide support to customers from 08:30 to 17:30 (local time), Monday to Friday, excluding public holidays. If you have business critical applications that may require support outside of these hours, you should purchase Extended Coverage Service (ECS). ECS can be purchased in packs of 12 cases (valid for one year) or an unlimited case plan is also available. Each ECS case entitles you to log and receive support for an issue with major business impact, arising outside of the hours detailed above. For further details on ECS, see section 4.1 in the Support Plans Guide. Notes: Local time is determined by the country code or area code registered with Cognos for the Support Contact logging the case.

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GETTING STARTED

This section tells you how to find Cognos Support, how to register for our services, and how to reach us. It also describes some of the services that will save you time and help you get the most from your investment in Cognos solutions. SUPPORT CONTACTS A Support Contact is typically a senior developer or member of your technical support staff who has in-depth knowledge of Cognos products and has been trained on the use of these products within your company. Support Contacts must be located in the region where the support plan was purchased. These contacts will liaise with Cognos Support and manage issues on behalf of your users. See section 1.2 in the Cognos Support Plans Guide for more information on the Cognos Support Model. Determining Your Support Contact Entitlement The number of Support Contacts you are entitled to under your support contract is based on the total number of supported users (see Table 2 below). Alliance support plan customers are entitled to an additional four Alliance Support Contacts who can access to our Alliance support services (see section 3.1 in the Cognos Support Plans Guide). For further details on the Contact Entitlement policy, refer to section 2.4 in the Cognos Support Plans Guide. TABLE 2: SUPPORT CONTACT ENTITLEMENT Number Total Supported Users 0-100 101-500 501-1000 1001-5000 5001+ · Asia-Pacific, including South and Southeast Asia and Australia Support Contacts must access a support center in the same region where the software license and support were purchased. Once you have determined which region your support was purchased in, you can find contact information for support centers in that region at http://support.cognos.com/en/support/about/ contact.html. of Contacts 2 4 6 8 10

What Is A Customer Number? A customer number is a key piece of information. You need it to use the supported customer area of the Support Web site and to log a case. If you do not know your customer number, send an email to your local Cognos Support center. Be sure to include your company name and location. A list of support centers and their email addresses can be found at http:// support.cognos.com/en/support/about/contact.html. Record your customer number below for future reference. Customer Number:__________________

FINDING COGNOS SUPPORT Cognos has established strategically located support centers around the world to provide a high level of service to our customers. Cognos support centers are divided into three regions: · The Americas, including North and South America and the Caribbean · Europe, including Europe, the Middle East and Africa

Once you have identified the number of Support Contacts you are entitled to, you can assign contact types to each Support Contact.

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Support Contact Types There are three different types of Support Contacts: Primary, Secondary and Web User. Table 3 indicates the privileges for each level of Support Contact. Each customer, or Support Group, is entitled to only one Primary Support Contact. The number of Secondary Support Contacts you are entitled to is based on the number of support users (see Determining Your Support Contact Entitlement on page 6). For example, if a customer is entitled to four contacts, there will be one Primary and up to three Secondary support contacts. There is no limit to the number of Web Users a customer can have. Registering Your Support Contacts After you determine your Support Contact entitlement and select a Primary Support Contact, you will need to register each Support Contact with a support center in the region where the support plan was purchased. For Standard support plan customers, the Primary Support Contact will contact the support center and provide the customer number (see What's your Customer Number? on page 6) as well as the names and contact

information for each of the Support Contacts. Alliance support plan customers will contact their Cognos Primary Alliance Contact (PAC) for assistance in registering contacts. Alliance support plan customers must also designate four of these contacts as Alliance Support Contacts, as cases registered by these contacts will be routed directly to the Alliance support team. If you have chosen to purchase Global Support (see page 5), you will need to register each Support Contact at a support center in their local region. See section 4.2 in the Cognos Support Plans Guide for more information Note: Changes to contact status can only be made by your Primary Support Contact or, if you have Alliance support, by your PAC. Once you have registered your Primary and Secondary Support Contacts, each contact will need to create a Web account on http://support.cognos.com. See Opening a Web Account on page 9 for instructions.

TABLE 3: SUPPORT CONTACT PRIVILEGES BY TYPE Support Privilege Create, delete or change Web accounts Change password Use Cognos Watch Search the Knowledge Base Read/download product documentation Read/download Supportlink magazine Access SupportTalk & Newsgroups Download Software Releases Log and Search Cases Cognos Support Accelerator for automated diagnostic collection Primary Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Secondary No Yes Yes Yes Yes Yes Yes Yes Yes Yes Web Users No Yes No Yes Yes Yes Yes No No No

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Managing Support Contacts Part of the role of the Primary Support Contact is to manage Support Contacts. Alliance support plan customers: Your PAC will assist with any changes to your Support Contacts. Standard support plan customers: Go to the Manage Web Contacts page at http://support.cognos.com/servlet-cs/ updatecontact and do the following steps: 1. Enter your username and password. 2. To add a Support Contact, click on Add New Contact and enter the name of the new Support Contact and assign a contact type. 3. If you want to edit or delete Support Contacts, you can use the "Company Contacts" dropdown list of existing contacts. Choose the Support Contact you would like to edit or delete and click the appropriate button. Note: It may take up to 24 hours for the changes to appear on our site. LEARNING TO USE COGNOS PRODUCTS If you are new to Cognos products, now is the time to develop your training plan. To get you started we have created an Education Roadmap that helps you plan your training needs from project definition through designing, building and deployment. This tool lets you quickly determine the "who, what and when" of training for everyone from your technical and management project teams, to your business users and administrators. Training in Cognos software is available worldwide with a choice of formats, including: · Standard classroom courses · On-site training · e-Learning (self-paced training)

Whatever the format, every course is designed by experienced instructional designers, and our classes are conducted by accredited instructors. All courses and seminars can be fully customized to meet your specific needs. We are experts in training and all our courses have one primary objective: to provide your company with the skills and knowledge you need to succeed. Be sure to review Going Further on page 25, for more information on Training Services To begin mapping your own training plan, go to the Cognos Education Roadmap at http://support.cognos.com/training/about/ roadmap.html. To view the current training curriculum, go to http://support.cognos.com/training/ curriculum/index.html COGNOS CONSULTING Why consider Cognos Consulting at this stage? Cognos Consulting will work as your partner to get your Cognos software project up and running in the fastest, most effective way. No one has more experience than Cognos in working with customers to get quick results with our software. We deliver consistent, professional consulting services around the world. Whether you need implementation assistance, or an expert project manager, a technical architect, or a project delivery team, Cognos Consulting can get you where you need to be with the fastest time to results. The Cognos Consulting team has a broad range of certified expertise in our technology and expert industry-specific knowledge. For more information, see Cognos Consulting on page 8, or go to http://support.cognos.com/consulting/.

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COGNOS' AWARD-WINNING WEB SUPPORT

Cognos has won numerous industry awards for outstanding Web-based support. You can read more about these awards at http://support.cognos.com/en/support/about/ awards.html. The Global Customer Services (GCS) Web site (http://support.cognos.com) provides 24x7 access to support information and applications that you can use to maximize your Cognos investment. The Support portion of this site also provides exclusive access to a wealth of technical information and valuable Knowledge Base content, most of which is available only to our supported customers. You can also access all of the information available about Cognos Consulting and Training Services at this site. GETTING STARTED ON THE WEB Support customers can have an unlimited number of Web Users with access to the protected sections of http://support.cognos.com. Web Users can search the extensive resources of our Knowledge Base, find product documentation, read Supportlink, find answers in the FAQs, and much more. However, only Primary and Secondary Support contacts (see Support Contacts on page 6) can access the Case Management and Product Downloads areas. Opening a Web Account To access the supported customers' area, you need to register for a Web account. This applies to Primary and Secondary Support Contacts and Web Users. To open a Web account, do the following steps: 1. Go to http://support.cognos.com/en/ support/login/. 2. Enter your customer number (see page 6) and the first three letters of your company name, and then click Submit. Note: If you are an evaluation customer in North America, you will use the Temporary Support Access Number found on the "Read me first" card included in your Cognos software package. For evaluation customers outside of North America, contact a support center in your region to learn more about the support services available to you. 3. Check the "Registered Web Accounts" dropdown list and the "Create Web Account For" drop-down list to see if your name is listed. If your name does not appear, complete the "Create Web Account" form. 4. Enter a username and a password. Passwords are case-sensitive and may be up to 10 characters in length. 5. Click Register to create your account. Note: It may take up to 24 hours to establish a support account for an evaluation customer. The account is valid for 60 days from the time you first access it. Tip: If your company's address or name changes, you will need to notify us so we can update our records. If your address has changed, you can update it online at http://support.cognos.com /servlet-cs/updatecontact. If your company name has changed, you will need to send an email to [email protected] Changing Your Password You can change your Web account password at any time, but you cannot change your username. To change your password, do the following steps: 1. Go to http://support.cognos.com/servlet-cs/ passwordchange. 2. Enter your old password and the new password you want to use. 3. Confirm the new password then click "Change My Password."

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Forgot your password? If you forget your username or password, you can retrieve it using the Login Lookup. To find out your username or password, do the following steps: 1. Go to http://support.cognos.com/servlet-cs/ jsp/login_lookup/LoginLookup. 2. Enter your email address and click Send My Login. Your username and password will be emailed to you within a few minutes. If you have difficulty with the Login Lookup function, send an email to [email protected] and request your web login information. Email Alerts from Cognos Watch We know you may not have time to constantly check http://support.cognos.com for useful new information. And we know that sometimes means you miss important information, such as a product update announcement or new training offerings. That is why we created Cognos Watch, a free information service that alerts you to news that is important to you. You can choose to receive the information that you are interested in ­ new customer alerts, the latest Supportlink edition, changes in the status of your logged cases, or announcements about new training courses. You can also choose to receive these updates on a weekly, monthly, or special alert basis.

Note: You must be a Primary or Secondary Support Contact to create a Cognos Watch newsroom. To create a Cognos Watch newsroom, do the following steps: 1. Go to http://support.cognos.com/support/ watch/ and click on "Subscribe to Cognos Watch today!". 2. Under the "Set Your Options" drop down list, specify whether you want alerts to be sent weekly or monthly. 3. Now create your profile by selecting the products, services and cases you want monitored. You can update the contents of your Newsroom or cancel your subscription at any time. KEY AREAS OF THE SUPPORT WEB SITE There are tens of thousands of technical solutions on http://support.cognos.com as well as search tools to help you find the right solution in minutes. Below are some of the key tools and resources available to save you time and increase your effectiveness. Knowledge Base Our Knowledge Base (http:// support.cognos.com/kb-app/knowledgebase) is a vast storehouse of documents including numerous libraries and thousands of published solutions to technical problems contributed by our Support Analysts, other Cognos staff and customers from around the world. Whatever your question, chances are you will find the answer here. We are also building a library of multimedia documents ­ short Flash movies with audio commentary and screen demonstrations ­ to make problem solving even easier.

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You can also find product documentation, resources from Consulting and Training Services, and even Supportlink articles. Using our advanced search engine filters, you can narrow your search to quickly retrieve the information you are seeking. Before you begin, review our online help document at http://support.cognos.com/ en/help/search_help.html, for information on how to get the most from the search engine. To begin a search, go to http:// support.cognos.com/kb-app/knowledgebase and follow the step-by-step instructions. Tip: When specifying product and version(s) to search, select previous versions of the software as well to ensure you see all possible solutions. Documentation and Utilities Library The first place to look for a solution is in the manual. If you do not have the manual, click on the Documentation link to go to the Documentation and Utilities Library. You will find a wide variety of documentation for Cognos products, from readme files and installation guides to new feature guides and reference manuals. The entire Cognos documentation library is available for browsing and is organized by product and version. To access this library, follow these steps: 1. Use the include/exclude toggle to limit your search, then select from the drop-down lists to specify the product version and the document type, audience and language (if required). 2. When you find the document you want, you can read it online or save the PDF to your own computer to read it offline or print a copy for reference.

Product Downloads The Downloads area at http://support.cognos.com/ supported/support/downloads/ includes the latest English-language and localized language versions of products as well as Maintenance Releases and Service Packs (see Product Updates and Information on page 20). You can access this area to download Cognos software only if you are a designated Primary or Secondary Support Contact. It is easy to download new versions of Cognos software. Just click on Downloads and select the product category, product and version that you need. Tip: Be sure to use Cognos Watch to receive automatic notification when new or updated software is available. See page 10 for details. Supportlink Supportlink is a unique online technical magazine published regularly by Cognos Support. Available to supported customers, Supportlink provides indepth information about Cognos software and services. Content includes feature articles, tech review, hot tips, information about new software and services, as well as an archive of past issues. The Supportlink home page at http://support.cognos.com/supportlink/ includes Flash movies and links to other areas of the site. If you have a technique or a tip that you would like to pass on, you can do it by clicking "Submit Technique". If you have comments about the magazine, click the "Feedback" link and have your say. To download a printable version of Supportlink in PDF format, click "View PDF" on the Supportlink home page.

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Connecting with the Cognos Community SupportTalk (http://support.cognos.com/ servlet-cs/supporttalk) is a firewall-friendly message posting board where you can post questions and read responses on a wide range of topics related to Cognos products, services and activities. Cognos International User Group (CIUG) connects you to other Cognos users with similar business objectives and challenges. There are active user groups in Canada, the United States, Europe, Australia, and New Zealand where members share knowledge and gain software proficiency. CIUG is member driven ­ questions, answers, and announcements are posted by members for members. Membership in CIUG is free and open to all. To become a CIUG member, go to http://support.cognos.com/en/support/ciug/ and click on "Apply". Cognos Forum is an annual multi-day customer event. It provides an opportunity to gain knowledge, learn new approaches, learn best practices, and find out what is coming from Cognos in the future. This information-packed event includes hands-on labs, information kiosks, and keynote sessions from customers and Cognos experts. Go to http://www.cognos.com/cognosforum/ to learn more about the conference or to register.

Cognos Newsgroups (http://support.cognos.com/ en/support/newsgroups/newsgroups.html) use the traditional newsgroups format to provide a place for you to discuss Cognos software applications with other users. Case Management If you have a technical issue that you cannot resolve using the self-service tools outlined above, you can log your case with Cognos Support in the Case Management section. Within this section, you will also find Cognos Support Accelerator (CSA). This is a free, transparent and secure service that automates the collection of diagnostic information for most Cognos products during support case submission, cutting case resolution times by up to 30%. Guidelines on enabling and using CSA are described in Lifecycle of a Case on page 14. Create a Case If you are a designated Primary or Secondary Support Contact (see Support Contacts on page 6) you can use the online Create Case form to log a Priority 3, 4, or 5 case (see Case Priority and Response Times on page 17). However before you log a case, we recommend you review Lifecycle of a Case below. On the Create Case form, enter the required information and the case priority. Provide a title and details regarding the technical issue, and then submit the form. Note: For Priority 1 and 2 cases, you must log your case by phone. For support center contact information go to http://support.cognos.com/en/ support/about/contact.html.

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Search a Case Use this area to manage the current and past cases you have logged with your support center, whether they were initiated on the Web or by phone. From the Search Cases page, you can view the status of open and closed cases, as well as add information that might help Cognos Support resolve your ongoing cases. To search a case, go to http://support.cognos.com/servlet-cs/searchcase and search either by case reference number or by criteria you select from the drop-down lists.

About Support This area (http://support.cognos.com/en/ support/about/) provides information about the Cognos Support organization ­ who we are, where we are, how we can be contacted, and what is included in the Support we provide. Here you can find the hours of operation and contact information for each of our support centers, seek answers to common questions about Cognos Support, and use the Support Renewal link to contact the Support Renewal office in your area. You can download the most recent version of this guide and the Cognos Support Plans Guide in PDF format at http://support.cognos.com/en/support/about/ guide.html.

Contacting the Support Web Site Team If you have any questions or comments regarding http://support.cognos.com, you can contact the Web team at [email protected] Note that this email address is intended only for questions relating to the use of the Global Customer Services Web site and should not be used to log support cases ­ doing so will result in serious delay in processing your request for assistance.

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LIFECYCLE OF A CASE

If you encounter a technical problem that you are unable to resolve using the self-service tools on the Cognos Support Web site, Primary or Secondary Support Contacts will need to log the problem as a case using the Create Case tool on the Support Web site or by phone (if the case is Priority 1 or 2). This section details the different stages in the evolution of a case, how the Cognos Support team approaches each particular stage, and how you will work with them to reach a solution. The case workflow diagram below illustrates the process we will follow from the time you log your case until the case is resolved. .INI files, and error logs for various components of your Cognos installation. Once your system is CSA-enabled, the collection of all diagnostic information is completely automated. This reduces the amount of time needed to evaluate the current environment resulting in up to 30% faster case resolution. To enable CSA, do the following steps: 1. Go to http://support.cognos.com/csa/. 2. Read about CSA, watch the Flash movie, verify that CSA is available for your Cognos solution, and review the FAQs. 3. Click "Start Here" under "Become CSA Enabled" and follow the instructions through each phase of the process. If you need help, click "Request Assistance" and someone from Cognos will contact you to guide you through the process. BEFORE LOGGING A CASE There are a few things you need to know before you can log a case on the Web or by phone. The following guidelines will help you make the most effective use of Cognos Support ­ and ensure your issues are resolved as quickly as possible. ENABLING COGNOS SUPPORT ACCELERATOR An essential tool in rapidly resolving your case, Cognos Support Accelerator (CSA) is a transparent and secure service that automates the collection of diagnostic information for support case submission. CSA is available for most Cognos software products. The information collected extends the case information you have manually submitted to Cognos via the Web or phone. This includes software versions, fix levels, operating system details, configuration settings, At this point, you have hopefully already used the Web self service options and Knowledge Base to try to solve the problem on your own. See pages 10 and 11 for more information about using the Knowledge Base and the Documentation and Utilities Library. You may also want to log into SupportTalk to obtain troubleshooting suggestions from other users, or post a question about your problem on the Cognos International User Group area as described on page 12.

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Finally, before you log a case, be sure to review the following list to see if there is anything you may have missed: 1. Verify that the problem is related to Cognos software (i.e., the problem results in a Cognos error message). If the problem is due to your database, hardware, or network software, you will need to contact another vendor. If necessary, Cognos will work with you and the other vendor to track down the problem. For more information on multi-vendor support coordination see the Cognos Support Plans Guide. 2. Verify that you are working with a supported version of Cognos software. The current status of all supported versions of Cognos software is posted at http://support.cognos.com/en/ support/products/supported.html. If the version you are using is not supported, upgrading may solve your problem. See page 11 for instructions on software downloads. 3. Verify that you are working with a supported software environment. The current status of supported software environments is posted at http://support.cognos.com/en/support/ products/environments.html. 4. Check to see if the problem has occurred before by searching your organization's past cases using the Search Cases link at http://support.cognos.com/servlet-cs/ searchcase. 5. Attempt to reproduce the problem to ensure that it is not just a simple error or misstep. 6. Check for more obvious solutions such as file locations, directories, paths, access permissions, and so on. Sometimes the problem lies with the setup, not the software.

7. Determine if the problem occurs on one, more than one, or all of your computers. 8. Determine if the problem occurs randomly or consistently. 9. If the problem is reproducible, check to see if any changes have recently taken place in your computing environment that might be responsible for the problem, including: · version of the product, database, operating system, network software, etc. · client or server components · Web server configuration · security settings Tip: If you are enabled with Cognos Support Accelerator, this information is automatically collected for you (see page 25). 10. Determine if this is truly a support case or if our Consulting or Training Services are required to resolve the issue. Cognos Support's primary responsibilities to you are: · troubleshooting your issues with existing product applications when you are experiencing unexpected results · providing guidance and offering tips and techniques for new development or maintenance on existing applications · reproducing code problems and providing alternative solutions to maintain stability until the code problem is corrected.

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The general definition of a support case is a single, reproducible issue, problem, or symptom. Examples of support cases are: · You are encountering a Cognos error during the operation of a Cognos application. · You are looking for guidance with respect to the correct use of a Cognos product feature. · You are looking for clarification with respect to a documented feature. You will be referred to our Consulting or Training Services if your issue requires advanced assistance such as detailed guidance on how to use the product, additional staff for time critical implementations, or if you need Cognos experts to assist such things as designing a model, developing report generation code to meet your business needs, deployment, project management, or providing in-depth product knowledge. If you are unsure whether your issue is a support case, or if it requires Consulting or Training Services, follow the case submission process with Cognos Support. A Support Analyst will work with you to determine the best plan of action. LOGGING A CASE You can log your case using the Create Case tool on our Web site (See Create a Case on page 12) or by phone. If you are not CSA-enabled, you will need to have the following information available: · Your customer number (see page 6) · The phone number or email address where you can be reached · The version of the software you are using (including build number) · Whether the problem is with the client or Web version of the application

· The version of the operating environment you are working in · The type of hardware you are using · Your network configuration and version, if applicable · The types and versions of databases you are accessing · A description of what you were doing when the problem occurred · The exact wording of any error messages that appeared on your screen or in the Event Viewer log file · Any steps you have taken to attempt to solve the problem Tip: Using CSA saves you time by eliminating most of these questions and lets our Support Analysts start working on a solution faster. What Happens Next If you log your case using the Web site, you must indicate the priority level (only priority 3, 4 or 5 cases can be logged online). If you log your case by phone, clearly state the business impact of the issue and a case priority will be set for you. Cognos Support is dedicated to responding to your case within the appropriate time frame, based on case priority (see Case Priority Settings and Response Times on page 17). A Support Analyst will respond to your case by email or phone (based on your preference). Unless otherwise specified, we will respond by email. When a registered Alliance Support Contact logs a case, it is automatically routed to the Alliance technical support team and a member of our Alliance team or your PAC will respond.

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If you do not have a support contract for the software you are logging a case about, you will be directed to a Support Renewal representative. For more information see Renewing Support on page 27. Your Case Reference Number Each request or question received by Cognos Support is logged and assigned a case reference number. This unique identifier enables you and the Support Analyst to track the case until the issue is resolved. It is important to record this number for reference in the event you want to request an update on the status of a case, or check on it using the Search Cases tool (see Search a Case on page 13). If you need to call Cognos Support regarding an ongoing case, you will be asked for the case reference number. TABLE 4: CASE PRIORITY AND RESPONSE TIME

Case Priority Setting and Response Times All cases logged with Cognos Support are assigned a priority from 1 to 5 based on the severity of the issue and its impact on your business. The following table defines priority levels and the response times for Standard and Alliance support plan. It is important to clearly explain the business impact of your issue when you contact your support center. This ensures that your case is assigned the correct priority. Priority definitions and response times may vary for our Application Development Tools (ADT) customers. Contact your support center for details.

Maximum Initial Response Time Priority 1 Definition Emergency production Issue High level production or emergency development Issue 3 Operational issue Business Impact Major impact ­ system operation affected, customer's business cannot continue. No alternative solution currently available. 2 Significant impact ­ restricted processing possible. Project deployment is delayed. No alternative solution currently available. Minor impact on customer's business; does not prevent system operation. Software error for which there is an acceptable alternative solution. Minor performance degradation 4 5 How-to's Informational Minimal impact on customer's business. Tips/techniques. No business impact. Documentation use. Web site use. 3 hours 3 hours 4 hours 1 hour 1 hour 1 hour 2 hours 30 min Standard 1 hour Alliance 30 min

Note: Because of their business impact, priority 1 and 2 cases cannot be submitted using the Case Management tool on the Web. They should be logged by phone at the support center you have registered with. For support center contact information, go to http://support.cognos.com/support/about/contact.html.

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WORKING TOGETHER TO RESOLVE YOUR CASE It is important to understand that resolving your case is a two-way process. Our Support Analysts

cannot solve problems without your continuing involvement. We need you to help us help you. Table 5 describes what we commit to ­ and what we ask you to commit to in return.

TABLE 5: COGNOS AND CUSTOMER CASE RESOLUTION COMMITMENTS PRIORITY 1 COGNOS COMMITMENT Cognos Support will focus on the case with the customer throughout the business day. We will collaborate with the customer 24x7 without requiring the use of an Extended Coverage Service case. (See Extended Coverage Service on page 5). CUSTOMER COMMITMENT The customer will involve the number and level of staff needed to work on the case effectively. For example, a database administrator might be required to assist. The customer must be willing to collaborate with Cognos Support full-time throughout the business day and 24x7 if required. Cognos Support might require the customer's help in gathering information, as well as in testing and applying fixes to the affected environment. If the customer cannot provide the required assistance the priority level will be re-classified. 2 Cognos Support will focus on the case in collaboration with the customer throughout the business day. If the customer requires continued assistance outside of business hours, they will need to use an Extended Coverage Service case. (See Extended Coverage Service on page 5). The customer must be willing to collaborate with Cognos Support full-time throughout the business day and be on site or available by pager during this time. Cognos Support might require the customer's help in gathering information, as well as in testing and applying fixes to the affected environment. If the customer cannot provide the required assistance the priority level will be re-classified. Cognos Support must be able to contact the customer as required.

3

Cognos Support will work with the customer to provide resolution or an alternative solution in a timely manner. Cognos Support will provide the customer with direction on how to resolve the issue.

4 and 5

Cognos Support must be able to contact the customer as required.

Note: Cases can only be logged by a Primary or Secondary Support Contact, and cannot be transferred to someone who is not a registered Support Contact.

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CASE STATUS DESIGNATIONS If you are an Alliance support plan, your support plan includes Case Status Reporting, and you will receive automatic case status updates. If you have the Standard support plan you can use the Search Cases tool at http://support.cognos.com/ servlet-cs/searchcase to view the status of your cases (see Search Case on page 13). A case status code is assigned to each logged case to reflect the current situation. The status of a case will be one of the following: Ongoing: Indicates that the problem is being researched by a Support Analyst. On Hold: Indicates that activity by a Support Analyst is working on the issue but it is on hold for reasons that could include: testing or waiting for a response or additional information from within Cognos, from you or from a third-party vendor. Parked: Indicates that the case involves a software defect (see below). The case will remain active until a software correction is available. Resolved: Indicates a solution has been provided and the case has been closed. CASE ESCALATION The majority of cases are resolved using the process described in the preceding sections. However, there are occasions when either Cognos or the customer decides that escalation is required to expedite a solution. Escalation can occur in the following ways: · Automated escalation ­ Cognos employs automated internal escalation to various resources based on case priority and the length of time the case is open.

· Proactive escalation ­ Support Analysts can escalate a case at any time if they require additional resources. Additionally, our senior Support Analysts and team leaders review calls to ensure that cases are progressing towards resolution at a reasonable pace given the case priority level. · Customer initiated escalation ­ You can request escalation of an open case, at which time we will assess the case to quickly determine the issues and work towards a solution. You can make your request through a Support Analyst, who will engage a Cognos Support manager to work with you through the next steps in the escalation process. SOFTWARE DEFECTS If your issue is deemed to be a defect in Cognos software, it is recorded in Cognos' problem tracking system and escalated to Cognos Product Development. If you report a problem relating to a known defect in Cognos software, your details are reported against that defect and your case will be classified as Parked (see Case Status Designation on page 19). You will be notified when a release that resolves your reported defect is available and given the opportunity to request to receive that release. Tip: Use Cognos Watch to notify you of any change in the status of a case and of software releases available for download. See page 10 for more details.

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PRODUCT UPDATES AND INFORMATION

SOFTWARE RELEASES The Cognos product development organization is constantly working to improve the capabilities and performance of our software. As a result you can expect to see the following on the Support Web site: · New Release ­ There are two types of New Releases: Major New Releases and Minor New Releases. Major New Releases are normally shipped to all supported customers. If documentation is updated, it is included on the CD with the New Release. · Maintenance Releases ­ These are incremental software corrections to a Major or Minor New Release and are available to supported customers at regular intervals in a year. They are signified by a suffix to the version number, e.g. Cognos Planning 7.3 Maintenance Release 1, often abbreviated to just Cognos Planning 7.3 MR1. · Service Packs ­ These are also incremental software corrections to a Major or Minor New Release and are available to supported customers at regular intervals. Unlike Maintenance Releases, Service Packs do not generally provide updates to supported environments or add new capabilities. Like Maintenance Releases they are signified by a suffix to the version number, e.g. PowerPlay 7.3 Service Pack 1, often abbreviated to just PowerPlay 7.3 SP1. Note that a Service Pack is applied to a Major, Minor or Maintenance Release, and installs only the changed files. · Hot Sites are limited corrections to issues with severe business impact reported by one or more customers. They are normally sent only to customers who reported the problem and not all defect corrections can be delivered as Hot Sites. Hot Sites receive limited, but focused testing. For issues that do not affect the operation of your systems, Cognos recommends that you wait for the next scheduled Maintenance Release or Service Pack, which will be fully regression tested. These defect corrections may or may not include all of the executables associated with the software. For a more detailed description of release types, installation requirements, and availability, refer to your Cognos Support Plans Guide. Be sure to check Latest Downloads at http://support.cognos.com to see what is available. Or use Cognos Watch to receive automatic notification when there is a new release for your Cognos software (see page 10). SUPPORTING INFORMATION Documentation can also be downloaded at http://support.cognos.com/en/support/ documentation/. For more information see Documentation and Utilities Library on page 11.

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GETTING THE DETAILS The Product Information area is where you can find detailed information about Cognos products and their environments: · Product Advisories: http://support.cognos.com/ en/supported/support/advisories/ This page contains a summary of the Product Advisories that have been issued for Cognos products and suggests possible corrective actions where appropriate. To access this area you must have a Web account (See Opening a Web Account on page 9). To get proactive notification of product advisories, sign up for Cognos Watch. Please refer to Product Related Policies in section 2.1 of the Cognos Support Plans Guide for additional information. · Localized Products: http:// support.cognos.com/en/support/products/ localized This page lists the availability of different language versions of any Cognos product. Detailed information about languages, locales and code pages is also available from links on the Software Environments page.

· Supported Products: http://support.cognos.com /en/support/products/supported.html This page provides a complete listing of all supported Cognos products and end-of-support dates. · Software Environments: http:// support.cognos.com/en/support/products/ environments These pages enable you to view currently supported software environments (such as operating systems, databases, web servers) for all supported Cognos product versions. Click the product and version to view the information. Operating Environment patches are also available here.

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YOUR INPUT FUELS OUR FUTURE

At Cognos we think of the relationship between our Global Customer Services team and our supported customers as a partnership. We work together to resolve problems, and also to prevent problems through collaboration in forums and user groups. At every opportunity we invite your input. By telling us what we are doing right and what we need to improve, you can help us ensure you get the most from your investment in Cognos software products, support and services. The services we offer and the enhancements we make to our services are based on the input and feedback we receive from you. Your satisfaction with the service we deliver is our number one objective, so your feedback is extremely valuable to us. There are ways in which you can participate in and contribute to the ongoing development of Cognos support plans as well as the products and services we offer. CUSTOMER SATISFACTION SURVEYS We conduct surveys every working day to ensure that we are meeting our customers' needs and expectations. We also participate in a number of independent surveys that tell us how we are doing in relation to industry standards, and we invite Web users to provide us with feedback based on their experiences. All survey information is kept in the strictest of confidence and is used for internal purposes only. Case-Driven Surveys We conduct customer satisfaction surveys shortly after we have closed a case -- while the events are still fresh in your mind. Questions range from the overall satisfaction with Cognos Support to satisfaction with the response time and quality of the technical information provided by the Support Analyst. The information gathered is compiled and analyzed continually, and used to improve existing programs and develop new ones. The results of these surveys also help Support Managers pinpoint areas where there is potential for performance improvement. Prognostics Customer Surveys Cognos participates in Prognostics Customer Satisfaction surveys that compare our support operations to other software companies offering similar support products. Prognostics, an independent research firm, also conducts quarterly surveys on behalf of Cognos. The survey results help us understand your expectations regarding support and how well we are meeting them. You can help us help you by completing this survey if Prognostics contacts you. To learn more about Prognostics, visit their Web site at www.prognostics.com. Web-Based Surveys Occasionally we may ask you to complete a detailed survey about your satisfaction with our Web-based services. These surveys help us develop requirements for enhancing the Web site, improving usability, and increasing customer productivity on the Web site.

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Classroom Surveys At the close of every public course offered by Cognos Training Services, participants are asked to complete a survey that provides an evaluation of the course they have just completed. This survey provides valuable information to our course instructors and to our instructional designers. We value your input as it enables us to continuously improve the presentation and content of our courses. PRODUCT-DRIVEN INPUT Beta Programs The Cognos Beta Program is designed to provide our customers with an early look at our upcoming products, and to give you an opportunity to use these beta products in realworld applications. It not only gives you an advance look at solutions but also provides you with specialized customer care including support, on site assistance, and product management access. You can participate in the Beta Program at either of two levels: · The General Beta Program provides participants with remote support from the Beta Management Team and Cognos Support for the duration of the beta period. Customers are granted access to the software via download and are expected to carry on with testing at their convenience. · The "TLC" Beta Program sends a Cognos team to your site (at our cost) for one to two weeks. Prior to the start of the beta, this team assists with the installation of the beta software and collaborates on the creation of a test application as well as a suitable test plan and schedule. The TLC program also includes expedited support and free on-site training.

Participants go through a qualifying process to ensure their environment meets the prerequisite for the beta, that they can allocate time to test the software, and that they have appropriate hardware resources to support testing. To sign up as a beta test site, go to http://support.cognos.com/beta, read the details of the two programs, and then click Apply Now. Product Enhancement Program There are times when you might want to suggest a change to Cognos software, an enhancement, or a new feature. Our Product Enhancement Program gives you the opportunity to propose new features and enhancements to Cognos software and documentation for future releases. Through this program, you can: · Submit requests directly to Cognos · Ensure that your requests are a part of the official Cognos planning process · Influence Cognos software directions Note: Although we do give every request serious consideration, we cannot guarantee that any suggested enhancement will be implemented in a future release. To submit a request to the program, you can use the Enhancement Request form at http://support.cognos.com/servlet-cs/ enhance_form.

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Product Usability The Cognos User Experience Team pays special attention to suggestions received through the Product Enhancement Program. The goal of this multidisciplinary team of user interface designers and usability specialists is to increase customer success and user satisfaction by making our products easier to use. They do this by designing effective, standardized user interfaces that improve user productivity by reducing errors, increasing user confidence levels, and allowing users to transfer skills from one Cognos application to another. The end result is superior usability, which is the key to success with any new technology. It also helps to reduce your training and support requirements, and task time. The team focuses on areas such as interface architecture, design and standards; graphic and visual design; and usability evaluation. Cognos has a state-of-the-art Usability Lab, where the team tests the usability of Cognos software. You can visit the Usability Lab, take a QuickTime virtual tour, and give us your comments on the usability of Cognos products at www.cognos.com/usability. WEB SITE FEEDBACK Our Global Customer Services Web site (http://support.cognos.com) is a multiple award winner, but we are always looking for ways to improve the site. If you have comments or suggestions, we would like to hear from you. Please complete the Web site feedback form at http://support.cognos.com/supported/en/ support/feedback/website_feedback.html, or email your feedback to [email protected]

Knowledge Base Content Ratings Whenever you use the Knowledge Base to search for information or a solution, you are presented with a brief survey asking you to provide feedback on the experience. Please take the time to complete this survey ­ the comments you send help us make improvements to the quality of the content as well as the usability of the Knowledge Base itself. In addition, if you tell us the search results were not helpful or that you were unable to understand the solution offered, this alerts us to review the document(s) in question, and if necessary to log a case for you to help resolve the issue. Supportlink Feedback The editing and production team that produces Supportlink invites your feedback on every issue. Whether you have comments on a specific article, suggestions for topics to be covered in future issues or questions about a published technique, you can use the "Feedback" link to let us know your views, or email us at [email protected] CONTACTING US We welcome your comments on Cognos Support by email, phone, or regular mail. Direct any comments to the attention of the support manager for your support center, or you can send a general email to all support managers at [email protected] For a complete list of support centers and their contact information, go to http://support.cognos.com/en/support/ about/contact.html.

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WHAT'S NEXT

You should now have an idea of the many benefits you gain from being a supported Cognos customer. In this final section we take a look at where you might want to go next. WEB SEMINARS A Web Seminar is an interactive online seminar. The seminars listed below are all free but you must pre-register. Maximize your Support Value Designed for new support customers, this monthly, 60 minute Web seminar gives you an introduction to Cognos Support. You will learn about how to get maximum value from your Cognos investment and about the range of support services available to you, including: · how to make use of all the online resources · how to take full advantage of our product documentation · how to better communicate with Support Analysts for more timely resolutions. Cognos Support Accelerator The Web seminar on Cognos Support Accelerator answers your questions about: · what is the value of using CSA? · how do I install and configure CSA? · how do I log a support case using CSA? · how secure is CSA? To register for a Web seminar or to find out when the next one is scheduled, go to http://support.cognos.com/en/support/ webinar/. Be sure to check regularly for any additions or changes to the seminars being offered. Customer Information Series You should also consider registering for one of our free Customer Information Series Web seminars. The Cognos Best Practices and Technology Update Web Seminars deliver deep, real-world technical experience to boost the effectiveness of your Cognos solution. You can register and participate in a live Web seminar or view our on-demand archive of past seminars at http://support.cognos.com/en/seminars/ index.html. These monthly seminars offer valuable insights into your Cognos environment from Cognos experts, customers and industry thought leaders. They are designed to help you: · Increase the successful deployment of your Cognos technology · Enhance the performance of your existing Cognos solutions GOING FURTHER Consulting Services To ensure ongoing success with your Cognos products, you should build in quality assurance and technical reviews, and think ahead to possible migrations you will undertake. Thinking ahead is what the certified experts at Cognos Consulting do best. You choose the level of service you need: engage us in a quality assurance role or let us take on the management and execution of your project. We can provide assessments for migrations projects or partner with you to execute an upgrade or a migration. Our mission is to ensure your success with your Cognos solution. To explore what Cognos Consulting can do for you, visit http://support.cognos.com/ en/consulting/ and fill out the online Services Request Form. Your local regional services manager will contact you promptly by phone or email.

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Training Services Education is a continuing process. As you extend and upgrade your Cognos software solutions, the training plans you created in the early stages of your project will also need to be upgraded. Courses are available for all levels of users with varying degrees of experience. You may also want to consider enrolling in the Cognos Customer Certification Program (see below). To ensure that users can benefit from the latest offerings, check the What's New section on the Training Web site regularly at http://support.cognos.com/training/ Tip: You can also use Cognos Watch to automatically notify you of any new course offerings for the products that matter to you and your team. It is important to understand that continuing training of your key personnel is an investment, and one in which many of our customers have declared very positive returns. The added value and ROI that training offers is also borne out by an independent study conducted by Nucleus Research. To view this study and to download a white paper on the subject, go to http:// support.cognos.com/training/about/roi.html.

Cognos Customer Certification Program This unique program recognizes advanced users who have obtained superior knowledge and skills with Cognos products. By completing specific courses and passing the certification exam at each level, you gain recognition for the competitive advantage your expertise brings to your present job or any business opportunity. There are two levels of product certification: Product User and Product Professional. To learn more about the Cognos Customer Certification program go to http://support.cognos.com/en/training/ certification/. UPGRADING YOUR SUPPORT Our aim is to meet your specific business requirements. If your requirements change during the term of your support contract, we can be flexible. For example, if expansion means that you need additional Support Contacts, or you now need the higher level of service, or you want to take advantage of Global Support or Extended Coverage Service, you can upgrade your support plan at any time. To discuss your changing needs, contact your Support Renewal representative. Go to http://support.cognos.com/en/support/about/ renewal.html to see a complete listing of Support Renewal offices by country and by region.

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RENEWING SUPPORT Before your current support contract expires, Cognos will send you a Support Renewal order confirmation, along with information about any changes to the plan or new options being offered. This is to ensure that your contract does not lapse, which could result in loss of support services and a reinstatement fee. At any time during the term of your Support Agreement you are welcome to contact your local Cognos Support Renewal representative to discuss any aspect of your support plan. To discuss your changing needs, contact your Support Renewal representative. Go to http://support.cognos.com/en/support/about/ renewal.html to see a complete listing of Support Renewal offices by country and by region.

EXPANDING YOUR COGNOS ENVIRONMENT Whether you need to add more licensed users or you are interested in other Cognos products to help you create an integrated decision-making platform for corporate performance management, we can help. · Are you looking for technical information to evaluate what is the right architectural solution for your business? Visit the Cognos TechTalk site at http://www.cognos.com/na/techtalk/. This site will give you a firm technical grasp of Cognos solutions. TechTalk is the comprehensive technical resource for Cognos solutions and was developed with evaluation in mind. · Would you like to evaluate a particular Cognos product to ensure it is the right match for your business before you purchase? Contact your local sales office for information on available evaluation software. · If you would like to speak directly to a sales representative, you can find contact information for your local Cognos sales office at: www.cognos.com/company/contact/ worldwide.html.

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