SpikeSource, Inc.

2000 Seaport Blvd.

2nd floor
Redwood City, CA 94063
http://www.spikesource.com

Product Support : - Quality Policy

Rating Scales: - Marked between 1 to 5:- 1 being the highest – 5 Being the lowest

1) Over Exceeds Expectation: - One who over exceeds quality parameters consistently for a year and
Half will be considered the master of Product support team. He will be seen as a lighthouse. He will
be involved in areas like Training, coaching, creation of Knowledge base.
2) Exceeds Expectation: - We will award one who exceeds quality parameters at least for 6 months in
continuation. We will train & coach him to become the master craftsman. He will assist Master of
product support in areas like Training, coaching & creation of Knowledge base.
3) Meets Expectation: Fine Tune the Engineer to exceed expectation. We don’t want you to meet our
expectations. We want you to exceed our expectations. We will help you in any possible way to
exceed our expectations. We want you to excel & grow.
4) Below Expectation: - Training & coaching within the process to empower him to meet expectation.
He will be under strict quality monitoring.
5) Poor – Require Extensive Training, Coaching & under strict quality monitoring. In worst case
scenario we have put the Engineer out of the process or Termination after 2 Verbal warning & 2
written Warning.

Evaluation Parameters: - Engineers will be evaluated on 4 parameters:-

1) Documentation & Writing:-

1) 0 Wrong Escalation - shows extremely high level of technical writing skills, clear cut
documentation & representation, 0 wrong or incorrect information or troubleshooting steps
taken – 0 Marks deducted out of 10. – Over Exceeds Expectation.
2) 0 Wrong Escalation shows very high level of technical writing skills, clear cut documentation
& representation, 0 wrong or incorrect information or troubleshooting steps taken – 0 Marks
deducted out of 10. – Over Exceeds Expectation
3) 0 Wrong Escalation or Entry 5 Marks deducted out of 10. - Meets Expectation. Little errors in
documentation or language skill can be tolerated and Engineer will be provided necessary
training.
4) 2 Wrong Escalation or No Entry in Call Log or SRM - 5 Marks deducted out of 10. Not
Acceptable – Poor.
5) 4 Wrong Escalation or No Entry in Call Log or SRM – 10 Marks deducted out of 10. Not
Acceptable – Verbal warning, If requires written warning. – Poor

2) Customer Compliments & complaints.

1) 4 Customer Compliments: - Over Exceeds Expectation: +10

2) 3 Customer Compliments: Exceeds Expectation +6
3) 2 Customer Compliments: Meets Expectation +4
 SpikeSource, Inc.
2000 Seaport Blvd.
2nd floor
Redwood City, CA 94063
http://www.spikesource.com

4) 1 Negative Comment: - Below Expectation

5) 2 Negative Comment: - Poor

3) Product & Technical Knowledge:-

100% = 20 Marks

1) 100 % in 2 monthly quizzes. Over Exceeds Expectation.

2) 80 % & above in monthly 2 monthly quizzes. Exceeds Expectation.
3) 70 % & above in monthly 2 monthly quizzes. Meets Expectation.
4) 60 % & below in monthly 2 monthly quizzes. Below Expectation.
5) 50 % & below in monthly 2 monthly quizzes. Poor

Additional 10 Marks will be reserved for Punctuality, Discipline, Initiative, policy adherence and
attitude, unscheduled leaves and uninformed leaves. 2 Unplanned/ Unscheduled leaves except
emergency conditions will put your marks to a BIG “0”

Quality Parameters for Quality Analyst:-

1) Quizzes
2) Issue handling Skills (Helping Engineers in India)
3) Scores on Training and Demo ( Feedback Sales team and The EU Training)
4) Process adherence

Rating Criteria. :-

Total 40 Marks - : Between 0 - 9 – Poor -:

Between - 10 Marks – 20 Below Average

Between - 20 Marks – 30 Meets Expectation
40 – Exceeds Expectation

1) Three consecutive below 20 Marks will Red Flag you with 1st Verbal warning. You will be put
under strict quality Evaluation to bring your scores up.
2) Four consecutive below 20 Marks will Red Flag you with 2nd Verbal warning. You will be put
under strict quality evaluation to bring your scores up.
3) Five consecutive below 20 Marks will Red Flag you with 1st written warning letter. You will
be put under strict quality Evaluation to bring your scores up. Five consecutive below 20
Marks will Red Flag you with 2nd written warning letter. You will be put under strict quality
Evaluation to bring your scores up.
4) Six consecutive below 20 Marks will Red Flag you and you will be terminated from the
company.
 SpikeSource, Inc.
2000 Seaport Blvd.
2nd floor
Redwood City, CA 94063
http://www.spikesource.com

Details of area of Evaluation:-

1) Call Records & Documentation :-

This area is of critical importance. All technicians must meet Minimum Expectations or they will
receive 0 marks in all other evaluated areas.

A. Case ID number should be given to every new call/issue you receive.

B. All calls taken by the Support Team must be logged into the Support Tracking
System.
C. Cases that are sent to Spikenet shall be entered into Bugzilla with the parameters
defined in Spikenet Escalation Document. R & D escalations document and the ticket
number must be added to the Support Tracking system for that case.

2) Customer Interaction :-

A. Support Team Members should conduct themselves in a professional manner at all

times. They should adhere to Product Support Service Call flow document for
customer interaction & call closure. Satisfaction Surveys will be conducted to track the
matrix.

Team Member Training

B. Team Members will be evaluated on their product knowledge and customer

interaction. Tracking System tickets will be evaluated by Quality Analyst to judge the
Technical wrong/right troubleshooting steps taken & R & D escalations.
C. Monthly Support Quizzes will be taken to judge Technical knowledge.

Note: - These procedures may change as new Support Tools come on-line and you will be updated and
trained on these changes as they are implemented.