| Needed Communication | Timing | Type of Visit | Notes (if applicable) | |
|
1 |
Tech onsite check-in | Start of project | Installation | |
| 2 | End-of-day status | Before Tech leaves | Installation | Next steps, where things currently are, how many sensors have been installed, how many are left to be installed, etc. |
| 3 | Tech breaks | Before Tech goes on break | Installation | When will they be back? |
| 4 | Wrap-up | 1 hr before Tech is leaving | Installation | Gives VergeSense the ability to decide what should be prioritized with EWS vs what can be done separately with the customer. |
| 5 | The furniture does not match the floor plan | During install | Installation | Provide notes on markup/map and a photo of the location. |
| 6 | Incremental check-ins | During install | Installation | Expect to hear from the team at least once every 1-2 hours. |
| 7 | Need to clearly ID which sensors are being worked on | During install | Installation | New debug image ready for review (e.g., sensor ABC-123 is ready vs. Fl 2 is ready). |
| 8 | The device does not have connectivity | During install | Installation | Details of the device (ID and floor) need to be clearly communicated, as customer and/or Support will need to be engaged. |
| 9 | Tech and/or team is late to arrive | During install | Installation | What is the impact? Will they stay late or makeup time another day? How is this tracked? How is this communicated PROACTIVELY to the customer? |
| 10 | Tech Onsite Checkin | Start of Project | Go-Back | |
| 11 | Tech Breaks | Before Tech Goes on Break | Go-Back | When will they be back? |
| 12 | Wrap-up | 1 Hr before Tech is Leaving | Go-Back | Gives VS the ability to decide what should be prioritized with EWS vs maybe can be done separately with the customer. |
| 13 | Sensor Adjusted and Needs to be Checked | After the sensor is adjusted | Go-Back | |
| 14 | The furniture does not match the floor plan | During site visit | Go-Back | Provide notes on markup/map and a photo of the location. |
| 15 | Tech/team is late to arrive | During site visit | Go-Back | What is the impact? Will they stay late or makeup time another day? How is this tracked? How is this communicated PROACTIVELY to the customer? |
| 16 | Tech onsite check-in | Start of Project | Maintenance | |
| 17 | Tech breaks | Before Tech Goes on Break | Maintenance | When will they be back? |
| 18 | The furniture does not match the floor plan | During site visit | Maintenance | Provide notes on markup/map and a photo of the location. |
| 19 | Incremental check-ins | During install | Maintenance | Expect to hear from the team at least once every 1-2 hours. |
| 20 | Tech/team is late to arrive | During site visit | Maintenance | What is the impact? Will they stay late or makeup time another day? How is this tracked? How is this communicated PROACTIVELY to the customer? |
| 21 | Troubleshooting | During site visit | Maintenance | Provide details of what troubleshooting steps have been done, and how this affected the device. Attach a video of the LED pattern of the device. Please wait for support to provide further troubleshooting steps if the initially provided steps didn't help. |
Updated
Comments
0 comments
Please sign in to leave a comment.