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Understanding bxp Support

658 bytes added, 14:02, 24 May 2022

→‎Support Resources

== Support framework | SLAs ==

 = System Champions =  At the start of a roll out of BEbxp, we will request you appoint a System Champion. The System Champion will agree to watch review all the relevant training videos 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.

Central to our customer retention strategy is our desire to keep pace with the rapidly changing needs of our customer base. New functionality suggested to All n One (and which we can see would have broad appeal) is added as a project to the development queue. Developed projects which modify or enhance existing functionality are circulated to existing and potential clients by account managers or made available on our website.

= Approved Contacts =

 

 

Where a system champion is going to be the one who gets in contact with All n One and the bxp software support teams, they may not have permission to authorise paid work. Paid work is usually authorised by more specifically nominated contacts.

 

 

To facilitate the support mechanisms in bxp, every user in a client instance of bxp has a flag.

* Is System Champion? True | False

* Is Authorised Contact? True | False

You can see this flag here [[Create_a_User#Block_2_-_Primary_Contact_Details]]

 

 

When a user contacts support these flags will be used to determine the permissions and levels of support afforded to the person contacting.

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.

For more information on our triage process please see [[Business_Express_Support_Triage_Process]]= New Developments =

Where a request Central to support, our customer retention strategy is not an error or mistake, then development may need our desire to be employed keep pace with the rapidly changing needs of our customer base. New functionality suggested to provide All n One (and which we can see would have broad appeal) is added as a working solutionproject to the development queue. For more information Developed projects which modify or enhance existing functionality are circulated to existing and potential clients by account managers or made available on our development process and consultancy support please review [[Understanding_Business_Express_Development_and_All_n_One_Consultancy]]website.

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.

== Support Resources ==

For more information on our triage process please see [[Bxp_Support_Triage_Process]]

 

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==

There are a number of communication methods for getting support :

 

* Phone based support (+353 1 429 4000)

* Email based support (support@allnone.ie)

* Wikipedia articles (Wixi)

* In System support (Help ME! and Suggestion Box)

* Training courses (Ballymount Training Centre)

* Training courses (Client site)

 

 

== Support Contact Details ==

• ← Older edit

Thomas Glennon

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