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Procedure in Reference | |||||||||||
Purpose of Instruction | To provide an end to end guide to the customer on the process of the deployment and transitioning into business as usual and after sale support services | ||||||||||
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Overview
Project Management
Cytrack has Prince2 certified Project Management and follows strict Project Management methodology based on Prince2 principles. All Cytrack documentation follows ISO 9001 quality principles and the ITIL framework. Industry leading tools for managing projects and related tasks are utilised for successful project execution. These tools include:
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The purpose of the Change Management process is to achieve the successful introduction of changes to an IT system or environment. Success is measured as a balance of the timeliness and completeness of change implementation, the cost of implementation, and the minimization of disruption caused in the target system or environment. CyTrack Cytrack is governed by strict internal ITIL change management procedures following ISO 9001 principles, standards and best practices. Our engineers will submit changes and attend client CAB if requested. Please refer to ‘Change Management’ below for further details.
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CAB (Change Advisory Board) - Analyses and evaluates proposed changes and provides recommendations that the change manager may use in making approvals. Change manager The CAB committee is comprised of the Cytrack R&D Manager, Managing Director and Project Manager and will
Change Initiator - May be the customer or an internal Cytrack person. Raises the Change plan request which initiates the change review process
Change Manager - Manages the CAB, coordinates teams and stakeholders, makes final decisions to approve or reject proposed changes, and directs
Change Agent - Directs the implementation of approved changes. Change owner - Oversees and takes responsibility for the entire change management process.
Change
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Software developer - Often takes on the role of ‘change initiator;’ software developers are directly involved in most IT changes.
Change Types
Changes are categorised into three groups:
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Emergency changes are unexpected, and generally must be implemented immediately to mitigate or minimize the negative effects of an emergent situation. Emergency changes may include isolating a network from a large-scale DDoS attack or applying an emergency patch in response to a zero-day exploit.
Normal changes
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Significant changes
This change type pertains to an alteration requiring review prior to implementation. It does not meet the criteria for standard or emergency classification. However, its implementation necessitates careful consideration and assessment to ensure minimal disruption and optimal functionality within the existing system solution. These changes are further categorized as minor, significantconsidered, or major, based on the amount of risk involved . and to communicate to the change stakeholders the applicable level of review and significance. These changes are not pre-authorized or scheduled, but also do not carry the same urgency as emergency changes.
Considered Changes will be reviewed by the CAB and the change will be updated to standard or major.
Major Changes will necessitate the implementation of the Change Submission Plan as below.
Change Submission Plan
Changes that are designated as Major are submitted by the Change Initiator as a “Request for Change” ticket. The RFC ticket via the Change Management Form (CMF). The CMF must detail the following:
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Submitted changes are reviewed in the weekly CAB meetings led at appropriate periods by the Change Owner and involving the CAB as appropriate. CAB has representation from key functional teams including IT Infrastructure, Engineering, and Operations and the customer if applicable.
Change Approval
A change is either Approved or Rejected. A change must be unanimously approved by the Change Advisory Board members and customer as appropriate. If a CAB member is not present during the CAB meeting, the Change Owner Manager will reach out to that member to communicate the change and seek approval. Rejected changes are sent back to the Change Manager and Initiator to rework, reschedule, or cancel.
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Approved Changes are implemented according to the schedule approved in CAB. Once a change is complete, the RFC ticket CMF is updated with detailed notes.
Change Closure
The Change Owner Manager reviews the change implementation to check for any deviations from the plan. Any deviations are reported and corrected before the change is deemed successful.
Successful changes are closed and archived as per internal procedure.
Unsuccessful changes are evaluated and resubmitted for CAB approval if required.
Training
CyTrack’s Cytrack’s method of training is to ‘train the trainer’ using TeamViewer. The customer will nominate a ‘superuser’ who will receive full hands on training in all areas of the software modules purchased, including the admin tasks. This person is then responsible for training the other users in the software they will be using in their roles.
Please refer to the Scope of Deployment Service and Engagement document for further details
Testing
CyTrackCytrack's products are modular and as a result each deployment has its own design and format. Therefore the CyTrack Cytrack project manager will draw up a specific test plan for the site and cover off all features and functionality identified according to the customers requirements and the plan for the deployment, as well as recurrent tests that we carry out for each module deployed.
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The Go-Live stage is an important part of the process and is initiated by the Go-Live form which must be signed by the customer and returned to CyTrack Cytrack before the site can be activated to be working live. If certain commercial conditions are attached to the project stage of Go Live these must be fulfilled before the project manager can activate the site to Go Live. If for any reason we cannot obtain the Go-Live form and the site has been activated during the process, the CyTrack Cytrack project manager will assess the date the system has gone live and process the Go-Live form.
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If the customer does not return requests for the Deployment Completion Form for any reason, then the date calculated as 21 days from the Go-Live date is taken as the acceptance of the project completion. In this case CyTrack Cytrack will deem the project has been completed and will notify the customer of this action.
Once Deployment Completion has been reached then all support tickets will become Billable from this point, excluding IRS issues if the customer has purchased IRS support.
After Sales Services
CyTrack Cytrack provides the following services for supporting your system:
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Customers on our Software Care Service receive all version releases of our software. By keeping your CyTrack Cytrack software up-to-date, you benefit from a host of powerful new features, performance improvements and bug fixes to optimise your technology and keep your business at the cutting edge of customer experience technology. With CyTrack Cytrack Software Care you can access the latest software releases for your CyTrack Cytrack software at no extra cost, allowing you unlock the full potential of your investment. Please ensure you are subscribed to our CyTrack Cytrack Insider updates to be fully informed of high level news and information about our version release communicated directly from our engineering team.
For further details check our CyTrack Cytrack Professional Services Overview
Issue Resolution Service
CyTrack’s Cytrack’s Issue Resolution Service (IRS) is a cost-effective, comprehensive maintenance solution to maximise the value of your investment. Maintain business availability and responsiveness with unlimited CyTrack unlimited Cytrack support-time for all issues related to bugs in the CyTrack Software Cytrack Software Suite. Our highly skilled support team will diagnose the problem, then design and implement a resolution, including full software upgrades where required. IRS really does offer you complete peace of mind, helping to maintain a stable, secure and available infrastructure. Please note IRS includes Software Care.
For further details check our CyTrack Cytrack Professional Services Overview
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For all your modify, adds and changes (MAC) needs CyTrack needs Cytrack Service Vouchers allow you to access training and technical support for any non-software bug related issues such as:
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For further details check our CyTrack Cytrack Professional Services Overview
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For further details check our CyTrack Cytrack Professional Services Overview
How to Access Support
Email support@cytrack.com
Tel - check our web site for local offices https://web.cytrack.com/contact-support/
What’s Next? Keep up to date with new features and version releases with the 'CyTrack Insider' Blog
The CyTrack Insider Blog is available as a link in the CyTrack Support Portal. The purpose of the Blog is to deliver high level news and information about our version release communicated directly from our engineering team. The blog posts provide you the version numbering of upcoming releases and where exactly they are at in progress on a fortnightly basis.
Our aim is that our customers will be better informed on the progress and content of upcoming new releases and can also follow particular resolutions to issues or new feature releases that are important to them. The Blog also provides the means for you to post questions and comments and our engineering team will reply to your query directly.
One important area to explain is how our release number system works when we provide you a release version that is slated to include items of interest to you. Releases are numbered based on the month the work is defined and planned - not when its released ! This is because often when starting work we can’t be sure of the exact time it may take to complete and when communicating a release version for customers to track we cant keep changing its release name as dates change as that would be confusing for everyone.
The release numbering system is year-number-version - so for example 20-1.1 release. This is a version that has commenced in year 2020, is our first release of the year so '1' and the first point release of the month so '.1', as we may sometimes have more than one release in a single month. Each cycle increments the point release, so for example release 20-1.2 would be a minor second cycle of the 20-1.1 version released before we could bring the next major version being 20-2.1.
Our Engineering and Leadership team is constantly reviewing our project plans for issue resolution, customer requests and exciting new innovations, all in our planned product evolution to ensure we deliver products exceeding our customers’ expectations.
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to Access Support
Email support@cytrack.io
Web Contact Support - Cytrack Customer Experience Technology
Tel - check our web site for local offices Contact Support - Cytrack Customer Experience Technology
Links for other information
CyTrack Cytrack End User Licence Agreements (EULA)
CQT-404