For those of you who are interested here is a basic outline of our new client turnup process:

Phase One: Documentation and Provisioning (Weeks 1 & 2):

• New Client Kick-off meeting Project Manager and Senior Engineer hold introductory meeting; gather additional basic information regarding the business. Determine desired use of Architel Online Backup, Spam Filtering, etc. and other projects.
• Deliver Client Information Form and begin collecting information
• Client ID Creation. Client is assigned a unique ID within our ticketing systems.
• Schedule resources for all turn-up phases
• Client Support Systems Provisioning. Accounts and turn-up project is created in Basecamp, a new Client Wiki is created, and accounts are created within Archite’s ticket management system.
• Asset Tags. Order asset tags for all technology related assets.
• Remote Power Control. Order APC Master Switch(s) for the client – remote power cycle to be used for server/network hardware.
• Monitoring System. Order server for client. Load monitoring software on system.
• Internal Notification. All Architel technicians are notified of new client and are aware that users may begin to call the help desk.
• Conduct conference call one week after kick-off to check status on Phase I tasks.
• Senior Engineer Site Visit and Network Audit. Senior Architel engineer visits site and conducts a basic audit of the network.
• Schedule end user support training
• Complete Client Information Form

Phase Two: Site Preparation for Support (Week 3):

• Installation of remote power control system. APC Master Switch will allow our remote technicians to power cycle your hardware in the event of a system failure or problem.
• Installation of Monitoring Server. The server is physically connected to client’s network and awaits configuration.
• Install remote control software on each desktop
• Install trouble ticket icon on each desktop.
• Delivery of Second Welcome Letter.
• Greet and train each end user on how to obtain and escalate support
• Create catch-all email account for all users.
• Activate Monitoring Server.
• Complete implementation of server and Internet monitoring and notification.
• Notify Proactive team of new customer and place them in the server, backup and anti-virus system rotation.

Phase Three: Turn-up Certification (Week 4):

• Document asset information including serial numbers and other related information on Client Inventory sheet.
• Complete and certify all aspects of Client Wiki and Support/Recovery Plan.
• Close Turn-up project in Basecamp.