| Procedure in Reference | Enter Procedure here type "[[" | ||||||||||
| Purpose of Instruction | Enter purpose here | ||||||||||
Stakeholders Form
This form advises us of the major contacts withing the customer organisation who will be responsible managing the deployment project and providing the necessary information in a timely manner
Pre-Install Form
CyTrack’s solutions have some system requirements depending on the software modules the customer has purchased
We require the customer to acknowledge the various minimum requirement are met and also to provide us with the necessary information at the beginning of the deployment to ensure a smooth and contiguous installation
Installation
Our standard deployment fees include the following. If the customer requirements exceed these then additional fees will apply
Number of Queues
Recorded announcements – format
CyDesk web (not on every pC?)
Number of reports included
Dashboards included
CyChat inclusions
Training
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
What the training will cover?
Testing
What we test
UAT?
Go Live
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 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 approval is given for Go Live.
If for any reason the customer refuses or we cannot obtain the Go-Live form CyTrack will assess the date the system has gone live
Deployment Warranty Period
We provide a period of time called the deployment warranty period whereupon our deployment team will address certain accepted issues or change requests raised by the customer without this being deemed chargeable and comprising part of the deployment process.
This deployment warranty period will extend for 21 days from the go-live date.
Deployment Project Completion
The Deployment Completion Form is issued to the customer one week after Go Live has occurred, (for avoidance of doubt - not when the Go Live Form is signed but when the system has been taken live).
The Deployment Project is completed when the Deployment Completion Form is signed by the customer. In certain cases, additional documentation may be attached to address specific needs or contractual aspects of the project, so that their completion may be demonstrated and signed as completed off by the client.
If there are certain issues that remain to be addressed, The Deployment Completion Form provides a section for the customer to enter a list of those issues outstanding (each one of those must have a support ticket issued for reference) and these will be processed and addressed by the coordination of the PM and the support team.
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 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.
Issue Resolution Service
* Refer to Professional Services Brochure
Support Tickets
Registering on support portal