Post-launch Support
- Topics:
- Content
CREATED FOR:
- User
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.
- 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.
Considerations and Post Launch Queries
A few considerations and questions that help you define post-launch support:
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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.
NOTE
Dictates shorter resolution time frames compared to a Corporate Communications network. -
Is the application highly visible to the end client’s executive leadership?
NOTE
Dictates shorter resolution time frames compared to a Corporate Communications network. Sites with high visibility may merit different treatments. -
Is the application critical to business operations such as menu-boards in fast-food chains?
NOTE
In these cases, the end-client may require on-site resolutions with short response times, and redundancy in playback hardware. -
Who is the main point of contact for support?
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Who is responding to support requests?
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Which of your retail locations require 24/7 monitoring?
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Are the displays a part of your business? (that is, car configuration, sales alerts)