• Services Overview
• Customer Service
• Project Management
  • Step 1. Definition
  • Step 2. Training
  • Step 3. Project Planning
  • Step 4. Project Delivery
  • Step 5. Go Live
  • Step 6. Continuous Improvement
• Consultancy Services
  • Active Directory Synchronisation
  • Data Conversion and Importing
  • Management Reporting
  • Planned On-Site Support
  • Post Implementation Review
  • Report Writing Service
  • Sostenuto Configuration Service
• Training
  • Training Overview
  • Course Descriptions
    • Sostenuto User Training
    • Sostenuto Configuration
    • Sostenuto Administrator Training
    • Service Skills Day
    • Sunrise 2020 Service Desk Operator
    • Sunrise 2020 Service Desk System Manager
  • Course Calendar
•  

Planned On-Site Support

Background

Once you are up and running with your Sunrise solution, planned on-site support can benefit you in a number of ways. Issues can arise that are not, for whatever reason, reported to the client service desk. We have also found that by looking at clients' databases in a proactive manner, we can trap errors or potential problems before they manifest themselves.

Finally, we all suffer from the frustration of trying to explain what is happening on our screen to someone on the end of a phone line. In certain circumstances, a faster resolution can be achieved if we simply take control of your system remotely - thus providing virtual on-site support.

Service Overview

The service includes:

• 2 planned site visits per year
• 2 planned database reviews per year

Dates for these activities must be agreed 3 months in advance.

• Site visits

The Sunrise client service desk offers the ultimate in proactive on-site support, by visiting you on a pre-agreed date and dedicating their undivided attention to you and your team for a day. You may like the visiting client service agent to conduct some informal product training or to walk amongst your users and answer any of their questions, or simply address any non-critical issues that you have never got around to reporting to us. Following each site visit, a site visit report will be produced and sent to you for your information.

Some of the benefits of this site visit include:

• Proactive product support at planned intervals
• Complete focus on your issues when on-site, undisturbed and totally dedicated to the resolution of all of them
• We can identify potential problems that could have caused an issue for you later on, therefore nipping these in the bud before they become serious
• Ability to offer informal user training and guidance whilst on-site, to assist users with their everyday Sunrise questions
• A full site-visit report is produced for you to review, outlining the activities undertaken, changes made and even making recommendations for your consideration

Database Review

Would you feel more comfortable about your database integrity and stability if it was reviewed every 6 months by a Sunrise client service agent? We will receive your database once every 6 months, at an agreed date, and we will review it for you. A document will be created, outlining our findings and our recommendations for you to consider.

How could this benefit you?

• Proactive product support at planned intervals.
• We can identify potential problems that may have caused an issue for you later on, therefore nipping these in the bud before they become serious.
• We can avoid having to ask for copies of your database in future situations where this is necessary to investigate a product support issue, as we will already have a copy kept securely.
• We can supplement your existing Access and SQL Server user skills.
• Report outlining our findings and our recommendations, following the review, for your consideration (example shown in Appendix A below).

APPENDIX A

EXAMPLE OF A DATABASE REVIEW REPORT

Customer	Joe Bloggs Corporation, Somewhere Building, Somewhere Street, Somewhere, Someplace, Postcode
Product	Sunrise Optima, version 4.04.0000
Date of review	1st January 2001
File-set received?	CD with following files: SunriseBackup.mdb SunriseBackup.ldb Sun4032.cfg

REVIEW SUMMARY?		COMMENTS
Database table structure	x
Database integrity	x
Calls table size	x	Found 18,463 records
Field Audit tables reviewed?	x	Found 18,798 records
Archive data reviewed	x
Tokens and Reserved entries reviewed	x	3 records found
Lists reviewed?	x
Back propagation reviewed	x
Filters reviewed	x
Graphics files review	x	.bmp format, 198Kb
Etc.	x

Recommendations?
1	Some of the extra-field lists created have duplicate ListValues. In essence, this could potentially cause a problem with reporting on these fields. The values below should be changed at your earliest convenience: Table name z_List  ListID  ListValue  change ListValue to   1 102 103 11 99 110 34 123 140
2	You seem to have Field Auditing turned on, and your database contains 18,798 FieldAudit related records. This will affect the size of your database, and subsequently the performance, and increases the risk of data corruption.

Code: POS101

Next step
For more information and pricing on this service please contact your account manager or email enquiries@sunrisesoftware.co.uk