Post-launch Support
Do not overlook Post-launch support in the early stage.
Ensuring sites receive adequate support from your hardware vendor is crucial for their business operations. The Audio-Video Integrator should work closely with business stakeholders and identify the requirements needed from different aspects.
Consider the following requirements during post-launch support:
- remote device management
- support center availability
- on-site technician support
- device management (warranty support and spare device storage)
Also, to prepare for long-term success, it is paramount to establish a Day 2 Service Level Agreement (SLA) in partnership with the Audio-Video Integrator. The SLA should detail all post-deployment support services to help accurately set client expectations.
NOTEDefine operational parameters early included in operational budgets and align the responsibilities with the AEM implementor and Audio-Video Integrator.
- Is the deployment an Advertising Network with many stakeholders tied to a monetized network? This situation may dictate shorter resolution time frames compared to a Corporate Communications network.
- Is the application highly visible to the end client’s executive leadership? Sites with high visibility may merit different treatments.
- Is the application critical to business operations such as menu-boards in fast-food chains? In these cases, the end-client may require on-site resolutions with short response times, and redundancy in playback hardware.