A team’s dedication for TRIRIGA Support is committed to every client’s success. One should collaborate with clients to determine the dates of critical production deployments.
- Always consider new implementations, new function, upgrades, fixpacks; soft and hard go-live dates as deployments.
- When a client reports a deployment, collect as much detail as possible, product versions, what is being deployed, what the risks are and more are included in the information our clients provide to us.
- Support maintains a living database of these events and collaborates as a team when one is upcoming.
- On-call engineers and duty managers should be notified and analyze known issues with the given deployment to make clients aware.
The end result culminates in, the client would be aware of known issues and the team is prepared for calls on the event. In this way, support moves from a more heavily weighted reactive approach to one that is more proactive.