Understanding bxp Support - Revision history

Thomas Glennon: /* Support Resources */

2022-05-24T14:02:17Z

‎Support Resources

2017-03-03T10:29:25Z

2016-02-15T14:19:00Z

2016-01-02T01:38:57Z

‎New Developments

2016-01-02T01:25:26Z

2015-06-26T15:58:18Z

2015-06-13T20:17:10Z

2015-05-02T11:49:07Z

2015-03-04T09:07:49Z

2015-02-18T10:59:18Z

@@ Line 52: / Line 52: @@
 Where a request to support, is not an error or mistake, then development may need to be employed to provide a working solution.  For more information on our development process and consultancy support please review [[Understanding_bxp_Development_and_All_n_One_Consultancy]]
-== Support Resources ==
+==Support Resources==
 * Phone based support (+353 1 429 4000)
 * Wikipedia articles (Wixi)
 * In System support (Help ME! and Suggestion Box)
@@ Line 66: / Line 64: @@
 * Training courses (Ballymount Training Centre)
 * Training courses (Client site)
 == Support Contact Details ==

@@ Line 1: / Line 1: @@
-== Support framework | SLAs ==
+= Support framework | SLAs =
@@ Line 12: / Line 12: @@
-== System Champions ==
+= System Champions =
@@ Line 22: / Line 22: @@
-== New Developments ==
+= Approved Contacts =

← Older revision		Revision as of 14:19, 15 February 2016
Line 15:		Line 15:


−	At the start of a roll out of BE, we will request you appoint a System Champion. The System Champion will agree to review all relevant training material and be the internal point of contact for the company. In larger organisations there will be additional Champions. To date, one System champion per 250 users seems to be the norm.	+	At the start of a roll out of bxp, we will request you appoint a System Champion. The System Champion will agree to review all relevant training material and be the internal point of contact for the company. In larger organisations there will be additional Champions. To date, one System champion per 250 users seems to be the norm.

← Older revision		Revision as of 01:38, 2 January 2016
Line 34:		Line 34:


−	Where a request to support, is not an error or mistake, then development may need to be employed to provide a working solution. For more information on our development process and consultancy support please review [[~~Understanding_Business_Express_Development_and_All_n_One_Consultancy~~]]	+	Where a request to support, is not an error or mistake, then development may need to be employed to provide a working solution. For more information on our development process and consultancy support please review [[Understanding_bxp_Development_and_All_n_One_Consultancy]]
−
−

	== Support Resources ==		== Support Resources ==

← Older revision		Revision as of 01:25, 2 January 2016
Line 31:		Line 31:


−	For more information on our triage process please see [[~~Business_Express_Support_Triage_Process~~]]	+	For more information on our triage process please see [[Bxp_Support_Triage_Process]]

← Older revision		Revision as of 15:58, 26 June 2015
Line 15:		Line 15:


−	At the start of a roll out of BE, we will request you appoint a System Champion. The System Champion will agree to ~~watch~~ all ~~the~~ training ~~videos~~ and be the internal point of contact for the company. In larger organisations there will be additional Champions. To date, one System champion per 250 users seems to be the norm.	+	At the start of a roll out of BE, we will request you appoint a System Champion. The System Champion will agree to review all relevant training material and be the internal point of contact for the company. In larger organisations there will be additional Champions. To date, one System champion per 250 users seems to be the norm.

← Older revision		Revision as of 20:17, 13 June 2015
Line 9:		Line 9:

	We have addressed this risk in the first instance by ensuring that the client is completely happy with the system and is convinced of its business value before a contract is signed. We are not aware of any other similar provider that has such confidence in their product. In addition and when appropriate, we allocate a dedicated developer to work with the client, on site, until the system is bedded-in. Dedicated account managers also schedule regular conference calls.		We have addressed this risk in the first instance by ensuring that the client is completely happy with the system and is convinced of its business value before a contract is signed. We are not aware of any other similar provider that has such confidence in their product. In addition and when appropriate, we allocate a dedicated developer to work with the client, on site, until the system is bedded-in. Dedicated account managers also schedule regular conference calls.
		+
		+
		+
		+	== System Champions ==


Line 15:		Line 19:

	Each System Champion will have an All n One Account Manager or Account Director allocated to them. Lines of communication between the two and levels of support will be clearly established at system inception.		Each System Champion will have an All n One Account Manager or Account Director allocated to them. Lines of communication between the two and levels of support will be clearly established at system inception.
		+
		+
		+
		+	== New Developments ==

← Older revision	Revision as of 11:49, 2 May 2015
(No difference)

← Older revision		Revision as of 09:07, 4 March 2015
Line 50:		Line 50:


−	Operating Times: Ireland 09:00 to 17:00 Monday to Friday	+	Operating Times: Ireland 08:30 to 17:30 Monday to Friday

@@ Line 21: / Line 21: @@
 This model of development means that clients enjoy many system upgrades at no additional cost. We do not take customer retention for granted and we continually strive to add value to our clients’ businesses.
@@ Line 27: / Line 34: @@
 There are a number of communication methods for getting support :
 * Phone based support (+353 1 429 4000)
@@ Line 36: / Line 44: @@
 * Training courses (Ballymount Training Centre)
 * Training courses (Client site)
@@ Line 42: / Line 51: @@
 Operating Times: Ireland 09:00 to 17:00 Monday to Friday
 Excluding Irish National and Bank Holidays
@@ Line 48: / Line 58: @@
 [[Category:Topic:About bxp]]