Part 5: Support Considerations part-support-considerations

This page highlights the concluding part of a 5-part series designed to help team members learn how hardware, software, and connectivity issues are addressed. This phase explores cost estimations and frameworks for on-site support. Also, explains how SLA parameters, operational budgets, and NOC handoffs are managed.

Overview overview

NOTE
Day 2 begins once the following are completed:
  • Project deployment to the field
  • Verification of device connectivity and operation between the installation technician and the NOC (Network Operations Center)
Before Day 2 begins, planning for ongoing life-cycle budgets should be performed.

The planning includes:

  • Addressing hardware, software or connectivity failures
  • Balancing issue resolution costs against end-client business requirements.
  • Identifying the best method for remediating issues across the network.
  • Driving alignment between the AEM Implementor and the Audio-Video Integrator in establishing Day 2 Support plans

Summary of Key Considerations Involved in Day 2 Support summary-of-key-considerations-involved-in-day-support

The following are some key considerations for Day 2 Support:

  • To ensure alignment and smooth transition from implementation to operational support, the AEM Implementor works with the Audio-Video Integrator. Together, they ensure that the appropriate support scripts are defined as part of the Day 2 Support plan.
  • Requirements such as remote device management, Help Desk availability and on-site technician support are practically a given at this stage of the Digital Signage industry’s evolution. Beyond this baseline need, Audio-Video Integrators should also explore cost variables between pro-active vs. reactive monitoring and support models.
  • Requirements such as remote device management, Help Desk availability and on-site technician support are practically a given at this stage of the Digital Signage industry’s evolution. Beyond this baseline need, Audio-Video Integrators should also explore cost variables between pro-active vs. reactive monitoring and support models.
  • To prepare for long-term success, it is paramount to establish a Day 2 Support Level Agreement (also called an ‘S.L.A.’) in partnership with the Audio-Video Integrator. SLAs detail post-deployment support services and help to set client expectations.
  • A key resource used in the successful management of multiple networks is the Knowledge Base. SharePoint is a popular platform for this type of resource. The Knowledge Base includes pre-scripted Q&A for NOC agents to follow, ensuring inbound issue resolution requests are handled in a consistent manner. Knowledge Bases typically include reference materials for system configurations and site locations. The Knowledge Base can sometime include cut-sheets for hardware and reference materials for systems software.
  • Monitoring and management capabilities are largely dependent on Media Player Operating Systems and screen capabilities. Windows Operating Systems offer the greatest level of detail. For deployments running on Android™ or iOS devices, Mobile Device Management (also known as MDM) is employed.
  • Some screen manufacturers offer the ability to monitor screens independent of Media Players, while others require an external device.
  • Audio-Video Integrators use a mix of technologies, ensuring that solutions remain flexible for best addressing the end-client’s needs.

Part 5: Video Tutorial on Support Considerations part-video-tutorial-on-support-considerations

Follow this concluding tutorial to a 5-part series tutorial below that stresses on ensuring alignment and smooth transition from implementation to operational support. It also explains how an AEM Implementor must work with the Audio-Video Integrator to ensure appropriate support scripts that are defined as part of the Day 2 Support plan.

Project Considerations

Learn how hardware, software, and connectivity issues are addressed. Explore cost estimations and frameworks for onsite support.

Conclusion conclusion

These five-part series are focused on key considerations critical to ensuring your project’s success. See other sections of the AEM Screens User Guide for implementation details.

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