The Project Plan Part 9: The In-Project Support Plan

Planning

The In-project Support Plan is needed if all or part of the solution is to be supported by a vendor or 3rd party. It addresses support needed during the project which includes the post-implementation stabilization period.

Here is a list of some things to consider (this is not necessarily the complete list of considerations; your project may have more):

  • Scope – describe the conditions in which this support is triggered.
  • Contact information – phone #’s, email, website, customer access id
  • Service Level Agreements (listed in order of severity, commits to how fast you can expect a response to a reported issue)
  • Problem and Status Reporting – what tools will be used, roles, responsibilities
  • Escalation Procedure if issues are not addressed in a timely or effective manner
  • Change Requests – for changes that are not bugs, define the request procedure & labor rate

This topic concludes the series on “The Project Plan”. In the next series of blog posts, I will address development of the Project Schedule.

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The Project Plan Part 8: The Post-Live Support Plan

Planning

The Support Plan describes how the solution will be supported once operational. This includes a description of the support personnel and their roles as well as the processes to resolve problems arising within the solution boundaries.

Implementing a Support Plan is an important piece of Project close-out. The operational Stakeholders must be self-sufficient once the solution is live and no longer dependent on the Project Manager. Lack of a Support Plan is the primary cause of Project Managers being attached to projects for a long period of time after go-live.

Here is a list of some things to consider when building your Support Plan (this is not necessarily the complete list of considerations; your project may have more):

  • Support Resources, Roles, Responsibilities
  • Support model – define who will function as level 1, 2 & 3 support, how they will be contacted, and their staffing needs
  • Service Level Agreements (e.g. system availability, up-time, response time, etc)
  • Help Desk support
  • Vendor Support (support that will be purchased from the vendor) including naming the Stakeholders that will be the vendor support point of contact
  • Specialists (describe circumstances in which in-depth knowledge of the solution requires engaging specialists)
  • Product Updates – Who is responsible? Software vendors typically release updates multiple times a year. How often do we plan to apply them? Who will monitor changes in platform support?
  • Include both one-time and ongoing costs for the items listed above

The Project Plan Part 9: The In-Project Support Plan

Planning

The In-project Support Plan is needed if all or part of the solution is to be supported by a vendor or 3rd party. It addresses support needed during the project which includes the post-implementation stabilization period.

Here is a list of some things to consider (this is not necessarily the complete list of considerations; your project may have more):

  • Scope – describe the conditions in which this support is triggered.
  • Contact information – phone #’s, email, website, customer access id
  • Service Level Agreements (listed in order of severity, commits to how fast you can expect a response to a reported issue)
  • Problem and Status Reporting – what tools will be used, roles, responsibilities
  • Escalation Procedure if issues are not addressed in a timely or effective manner
  • Change Requests – for changes that are not bugs, define the request procedure & labor rate

This topic concludes the series on “The Project Plan”. In the next series of blog posts, I will address development of the Project Schedule.

The Project Plan Part 8: The Post-Live Support Plan

Planning

The Support Plan describes how the solution will be supported once operational. This includes a description of the support personnel and their roles as well as the processes to resolve problems arising within the solution boundaries.

Implementing a Support Plan is an important piece of Project close-out. The operational Stakeholders must be self-sufficient once the solution is live and no longer dependent on the Project Manager. Lack of a Support Plan is the primary cause of Project Managers being attached to projects for a long period of time after go-live.

Here is a list of some things to consider when building your Support Plan (this is not necessarily the complete list of considerations; your project may have more):

  • Support Resources, Roles, Responsibilities
  • Support model – define who will function as level 1, 2 & 3 support, how they will be contacted, and their staffing needs
  • Service Level Agreements (e.g. system availability, up-time, response time, etc)
  • Help Desk support
  • Vendor Support (support that will be purchased from the vendor) including naming the Stakeholders that will be the vendor support point of contact
  • Specialists (describe circumstances in which in-depth knowledge of the solution requires engaging specialists)
  • Product Updates – Who is responsible? Software vendors typically release updates multiple times a year. How often do we plan to apply them? Who will monitor changes in platform support?