Wiki: CCARE

1 Accessing the Site

With client specific data stored in your cases and attached documents High Line requires a pre existing userid and password for each person to access the setup.

Typically before or during your first on site session with your consultant the prime contact at your site will receive a list of userids and passwords for your implementation team.

The site is accessed on the web at https://www.highlinecorp.com/login/

Your Customer ID is a number code provided for each different user. The password is initially provided but can be updated by the individual user on line. The remember me toggle will provide a site specific browser cookie that will remember your login to the site and allow you to go directly to specific pages provided in system derived emails. The cookie sets an expiry date of 30 days from your last login and is updated each time you re access the site. The cookie does not contain any additional functionality or report back to any other site once set.

Once you are logged in you are presented with the News page.

1.1 News

This is the standard starting point to assist with what you need.

News provide application specific information that High Line has identified.

1.2 Support

The Support tab deals with all issues logged with High Line.

The Customer Care (CCare) system is used to log all issues that cannot be resolved by the client and the Senior Consultant on site, and to record the status of Enhancements (requests, approvals, quotes and Product Development status). Issues can be entered by Carver or by High Line on behalf of Carver, via the High Line web site (preferred), or by calling Support directly.

1.2.1 Add Case Clients add specific information about the issue that they are encountering. Note that several issues should not be combined into one case. Each issue should be entered as a separate item to allow each issue to be properly followed up on. There is no need to provide your contact information here as we have that entered in a different location that you can update. Please ensure that the person logging the case is the correct contact for the issue as High Line will be contacting this person to follow up on the issue.

1.2.1.1 Case Priority The statuses used by High Line and their meaning to clients are as follows:

A+ Live Clients: Very critical, needs immediate attention as client cannot proceed with processing (i.e., live payroll is stopped and cannot proceed).

Implementing clients: Client cannot go into live production until this issue is resolved, and is held up in testing due to the severity of the issue.

A Live clients: Although critical, a short-term work around is in place (should be available in a software patch).

Implementing clients: Client cannot go into live production until this issue is resolved.

B Live and Implementing clients: It is desirable to be available in the next scheduled release. This status means that the client has a business solution to the issue.

C Live and Implementing clients: Reported the issue or enhancement request. High Line has noted this and may consider for a future release.

Clients have the ability to request a change in the priority of items lower than 2, but this is typically billable, and High Line will submit an estimate of the cost for approval.

For both Implementing and Live clients, the purpose of High Line’s Support Team is to assist clients in resolving problems. Clients must have received training on the module in question, and have tried to complete the set up to the best of their ability prior to calling the support line. Supporting documentation is essential in ensuring effective use of this service. The support line is not to be used for training.

1.2.2 Open Cases This tab provides a list of all cases that are currently not in a closed status. These could be either with High Line to investigate or with the customer to provide additional information.

The list of cases provides a hyper link to individual cases where you can see all of the information and attached documents. You can also add notes to close your cases as well.

1.2.3 Closed Cases This will display all closed cases, the default is the last 60 days but you can increase this to any value to look back as far as you have been a client.

1.2.4 Case Search This will allow you to search your cases for various parameters.

1.2.5 Enhancements If a case is closed and was deemed to be an idea for a future product enhancement they are listed here. You have the ability to set your priority to the list to tell us what is important to you.

1.2.6 Knowledge Base This provides a direct link to the High Line public accessible Wiki web site.

1.3 Customer 1.3.1 Profile Here you can change your company setup and address.

1.4 Contacts This page allows the prime contact from your company to add additional contacts to be able to log cases if there are changes in responsibility at your site.

1.5 User Profile This page allows the user to be able to change how they can be contacted and what email subscriptions they want to receive from High Line for their function at your company.

1.6 Down Loads This page provides links to The Release Wiki and also Trip Reports for your site.

1.7 Education This page provides links to register for training sessions and past videos.

1.8 User Conference This page provides information on upcoming conferences and also links to material that was presented at past conferences. 1.9 HLCA This page provides an introduction to the High Line Customer Association and a link to their site.