Transition From Implementation to Customer Control and Support

Applies to: all ClickHome clients, ongoing responsibilities after go-live

The implementation of ClickHome goes through a number of stages as the client develops skills with the product and modifies templates and parameters to meet their business requirements. Eventually the system transitions from trial to fully operational. With that process comes a number of changes in responsibility for the long-term stability of the system.

Scope of Change

As with all software packages, ClickHome will continue to provide support under the terms of the Support Agreement. A number of tasks will become the responsibility of the client or their IT resource.

Typically this will involve the client or their IT resource taking responsibility for maintenance of the technical environment, regular system monitoring, first-level support, training of supervisors, and monitoring of integration errors. Most of these services can be provided by ClickHome and its associates on a fee basis if the client is unable to provide them internally.

Detail of Change

The following is a general description of the task groups that are ongoing with a production system.

Provision of the Technical Environment

The provision of the technical environment is generally the responsibility of the client. ClickHome recognises mobile technology as its specialty and maintains responsibility for leadership in that area. ClickHome is also responsible for maintaining compatibility with Windows Server and Microsoft .NET technology.

Backup of Key Data

Once your system is live, it is imperative that all data is regularly backed up. The main items to back up are the database and files uploaded through ClickHome (for example photos, reports, and inspections). Ensuring a proper backup strategy is the responsibility of the client. ClickHome is happy to provide guidance on best practices.

Maintenance of Infrastructure

SQL patching, Windows updates, database maintenance, and integrity checks are all the responsibility of the Client IT resource, as these can cause performance issues if performed during business hours. There are many tools available for this — please speak to your technical team about which tools are in use and how frequently they are run. ClickHome is happy to provide guidance on best practices.

Regular Monitoring of the Software

It is important that the client maintains a watching brief of the ClickHome application and its interfaces. Subscribing to the Releases Forum is the best way to stay informed.

Resolution of Problems

Due to ClickHome's reliance on telephony and email, there is always potential for communication issues to arise. It is important that first-level support is handled internally so common operational issues can be dealt with quickly. This also helps identify training requirements that need to be addressed internally.

When genuine ClickHome system problems occur, requests for assistance should come from a common source, usually the Business Contact, who has knowledge of the environment so that rectification can be achieved efficiently.

Use of the System

Requests about general use of the system are inevitable, and ClickHome is keen to ensure the system is used to its maximum advantage. It is important, however, that support does not become a substitute for training, as training is essential to the system's success.

Provision of Enhancements

It is essential that ClickHome is enhanced as new business requirements emerge. Enhancement requests are always considered, and those of general use to the user community will be added as soon as practical in the development cycle. If a request is only of value to one client, it will be discussed directly with that client to determine whether it will be provided under the support agreement or as a charged addition.

Changes to Integrated Systems

Clients with integration between their accounting or estimating systems and ClickHome will need to coordinate any upgrades to those other systems with ClickHome to avoid incompatibilities.

Training

Training of ClickHome users is essential to correct use of the system. While some training is always provided with the initial sale, staff turnover means this is an ongoing requirement. Training can be provided by ClickHome at a fee, or by a specifically trained internal trainer. Regardless of the approach, organising training is the client's responsibility.

User Implementation

As with training, setting up users with the appropriate jobs is the responsibility of the client. ClickHome will assist with the initial establishment of users, but for clients with more than a few users, the ongoing introduction of new users to the system is the client's responsibility.

Ongoing Responsibilities Summary

The table below outlines who is responsible for each ongoing task area.