Field Operations Update

Andy Crowe VP, Field Operations

Faces in the Crowd

Andy Lucinda Rose

Boian

Tom Matt Albert

David Paul

Gordon

Sri

Dominick

Ina

Jarjis

Chhing Thuan

Eric

Mauricio

Alex

Lucia

Alex Blagoy Kalin Kristina

Gerry

Perry

Minerva | Upgrade Promotion Update

• Upgrade Approach – Remote Service – Get system in place for testing – Help with Cutover

• Numbers – 36 total upgrades – 10 finished cutover – 11 in test – 15 in process

• Challenges – Volume of work – YourTV Sign-on – MSCS birthing pains – Security

• Resolution – YourTV 1.3.2 – iTVFusion 5.7 SP3 – MSCS 1.2 – Red Hat Update Policy

Minerva | Making progress…

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Minerva | YourTV Branding Process

• Benefits – Brand awareness

– Ease of use

– Color scheme

• YourTV Products Branded – iPhone app

– iPad app

– Android phone app

– Android tablet app

– PC client

• Services – Provide branding

requirements

– Create binary packages for submittal to app stores

– Verify binaries for submission

– Guide through submission process

SUPPORT UPDATE

Minerva | New and Closed Tickets

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Minerva | Knowledgebase Articles

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Minerva | Support Improvements Needed

• Response Time

• Resolution Time

• Customer Satisfaction – Tickets

– KB articles

THANK YOU