Based on our experience, we suggest that the actual user training should be conducted internally by key users.
We will train these “key users” – who is directly involved in the project – on the basis of the “train-the-trainer” concept.
For this purpose, these key users must be involved in the project from the very beginning – i.e. they must also be involved in the creation of the implementation concepts and especially in the test phase. This ongoing familiarization with the system makes it possible to provide practical training without direct training costs.
Key users thus get a hands-on introduction and overview of the system and its interrelationships, which makes them predestined for the thematic training – but also for later 1st level support.
If required, a maximum of 5 employees per session are trained together, whereby the employees are divided into user groups.
Boom Software AG provides its customers with the BOOM SUPPORT MANAGER (BSM) as part of the project implementation process, and as a support service as part of the support contract.
This tool has the option to be used to send automated reports e.g. regarding tasks or points to be verified. This information is sent directly to all those responsible for entries.
In addition, a project manager report, including tasks and a list of those responsible, can be sent to the customer. These reports are sent by e-mail, with direct links to the individual entries.
In this way, all project managers (both customer and internal) have the same up-to-date information regarding the project.
As a precondition for the support and maintenance contract, Boom must be granted remote access to the system. We assume that remote access is provided via VPN.
Errors must be documented and repeatable.
Error messages are systematically recorded, categorized and processed according to the following procedure:
The client identifies contact partners (3 max.) who are authorized to enter error messages in BOOM SUPPORT MANAGER.
These contact partners act as an interface between the user and Boom (see also the item Training concept).
Boom responds (=reaction time) within an appropriate time frame to error messages received via BSM during Boom business hours (Mon – Thu from 08:00 a.m. – 12:00 noon and from 1:00 p.m. – 5:00 p.m. and Fri from 08:00 a.m. – 12:00 noon and from 1:00 p.m. – 3:00 p.m. with the exception of Austrian statutory holidays as well as Saturdays and Sundays).
The respective error classes (EC) that determine the time frame for the necessary measure must be stated.
EC 1 – Blocker:
Problem solving begins within 24 h
EC 2 – Severe error:
Problem solving begins within 48 h
EC 3 – Other error:
Problem solving begins within 96 h