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Post Production Support

 

OneShield has teams offering support through our global offices, providing 24/7 telephone and email support to our clients’ business and technical users. We also have dedicated teams for post-production clients, allowing us to stay connected – supporting our clients as their business grows.

The Client Service team’s mission is to provide the highest standard of support, with the goal of resolving issues in an efficient and professional manner. We work closely with our development team, communicating up-to-date developments in the OneShield product line, creating a constant exchange of information to enrich our clients’ product knowledge.

 

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Stay On Top Of Technology Innovation With Ease Of Upgrades

OneShield has a mature, robust upgrade process as exemplified by the vast number of clients using the product and the number of upgrades, we have conducted for them. Most clients are either on the latest or in the process of upgrading to the latest version. Our engineering team is focused not only on adding new functionality but easing the process of adopting that functionality by our clients.

Understanding the importance of lowering total cost of ownership for our clients, we focus on upgrade process improvement – both systematically and through experienced knowledge transfer. With the goal of client self-sufficiency, our process enables clients to manage the majority of the work with in-house staff. OneShield supplies the necessary documentation, tools, and support empowering the client to take the lead.

Systematic Process

1. Systematic Process

To ensure your success and ease the upgrade process OneShield has implemented a systematic process. Supplying an upgrade playbook, OneShield steps your staff through the processes necessary to upgrade your environment successfully. We provide a documented process for region deployment, a documented set of tasks that need to be accomplished, including backward compatibility validation, and a documented process for parallel development retrofits.

Example: Our comprehensive documentation is continuously improved with applied learnings from previous upgrade experiences and includes release notes, client services tips for enhanced user experience, Jira templates for the integration with project plans and tracking systems, scripting to automate the analysis process.

Initiation Phase

2. Initiation Phase

At this phase, the project is scoped, and a proof of concept completed with the goal being to issue new business in a test environment. Throughout this phase analysis is completed of the core changes and backward compatibility, allowing users to preview the final product and new functionality.

Key to this phase is identifying major road-blocks impacting the schedule and results are used to create the project schedule and resource plan.

Implementation Phase

3. The Implementation Phase

The implementation phase builds upon all the learnings and artifacts from the Initiation Phase. Based on the plan developed in the initiation phase, the team works through the list of defined tasks, which includes thorough regression testing. This phase usually includes one or more minor core releases.

Example: Our upgrades are typically 90% client-managed and 10% OneShield supported demonstrating true self-sufficient.

Deployment

4. Deployment

Based on our experience and continuous improvement, OneShield has created deployment scripts that are automated across core bundles. Scripts are provided and run in a prescribed order and we have removed any redundancy for faster deployment. OneShield has one of the most seamless upgrade deployment processes in the industry.

We ease the upgrade burden with new core automation smart install, the introduction of MD applicator in Designer for Smart Installs, and a New Designer CLI (Command Line Interface); all to the benefit of our client implementation and upgrade process. With each upgrade deployment, we capture learnings to enhance future client upgrade experiences.

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