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Implementation support processes and criteria
Scope of services included in the implementation support.
Implementation services include the following:
- Support and Help desk structure.
- Installation and configurations on desktops.
- Administration set-ups.
- Executing and verifying conversion scripts.
- Data Quality and implementation verifications.
- One has to understand on ‘what, where and how much’ of the support to be provided by the vendor in the implementation phase.
Completion criteria of successful implementation.
Completion criteria of implementation support phase could be:
- Defined checks of quality, uptime and response time.
- A sign-off from the user community in terms of their satisfaction on implementation.
Vendor support team for Implementation
Profile of the implementation support team.
Implementation is a very crucial phase and there is a limited window to achieve the same. The quality of resource is crucial. For Example, a vendor who commits his key resources to be on stand-by to handle any issues and ensures providing 24X7 supports over the implementation window is definitely a positive.
Onsite vs. offsite
Having crucial staff onsite is more comfortable compared to off-site support.
Vendor Support post-implementation
Typically greater than BAU support is needed from the vendor over the ‘stabilization phase’. This includes higher level of training support, more focused & faster response to the production issues etc. This post-implementation support window may vary anywhere between couple of weeks to 3 months depending upon the size and complexity of the project.
Scope of post-implementation support:
This could include the following:
- Enhanced level of production support.
- Enhanced level of training support.
- Extended deployment of stand-by resources on-site and off-site
Completion criteria for closure of post-implementation phase
The completion criteria on closure of the post-implementation phase could be the end of fixed timelines OR/and achieving a defined level of stability of production environment OR/and a sign-off from user in terms of satisfaction and comfort.
PLEASE REFER DELIVERY EVALUATION MATRIX Execution-MiHPractice Tool to enable an effective DELIVERY CAPABILITY Evaluation for a tool/solution provider.
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