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Software support covers several different areas, but can be generally lumped under software assistance. That assistance may be very focused on a specific task, or can be very broad such as in software configuration.
A few categories of support might be:
• General User Support - required as needed when problems arise and no internal answer is known. General support can cover plotting or printing issues, InRoads surface debugging, InRoads roadway modeling advice...and so on.
• Project Specific Support - this could be the same as general user support; however if it is specifically tied to a project budget or project activity it can be considered to fall into this classification.
• Software Implementation - this support services deals with the configuration, CAD Standards creation, file naming conventions and workflow processes involved in rolling out new software, or improving the overall CAD environment. Specific implementation requirements exist for AutoCAD, MicroStation or any modules within the InRoads Suite of products.
However you want to slice it, Software Support Services are either there to help you get fast, accurate, and effective answers to your questions so that you can move on with project production, or to configure your production environment so that it has a natural smooth operation.
Support Channels
There are several different methods available for support and these should be discussed in order to optimize the turnaround response speed and quality.
• Internet-based - Zen Engineering uses GoToMeeting, among others
• Phone-based - centralized main phone number as well as direct lines to technical staff.
• Mobile-phone texting - centralized main number as well as direct text to technical staff.
• On-site support - we are onsite, right there with you
• E-mail support - a monitored e-mail account provided to you for support purposes
• Adobe Captivate - used to record and transmit responses to enhance the clarity of the support activity
Things to Consider
In order to decide which plan is best for your users, consider these points:
1. New users just getting started with InRoads / InRoads Survey / MicroStation or AutoCAD tend to have more questions as they begin using the software.
2. Once a user gets higher on the learning curve their questions tend to taper off.
3. A user that spends the majority of his time using the software will gain confidence and proficiency faster than someone only using the software sporadically.
4. Workflow documents, Design Guides, and Procedural aides reduce support services.
5. Support services tend to be less in environments that contain well-defined InRoads configuration files and CAD standards. Getting these in place and configured properly is very important in meeting "software savings"expectations.
6. Environments with fewer users tend to have more support questions per person since the 'sharing of knowledge' is more limited.
7. Developing the usage of the correct InRoads / CAD tools early will set the stage for proper software utilization.
8. Users that do not have direct access to helpful support services can develop cumbersome and lengthy "workarounds" to their problems that may be inefficient.
It is obvious that a production environment can be made more productive and efficient with good technical support received in a timely manner. But this is not to say that every work situation requires this type of service. The staff and their needs should be properly assessed, along with alternative support channels. If this is difficult to evaluate, it is suggested that a short-term support contract be put in place to determine its effectiveness. Periodic evaluation can then be done to review the actual need or usage.
Scope of Services - InRoads
InRoads / CAD support services can cover a number of areas and these topics are unique to every InRoads or InRoads Survey user and CAD environment.
InRoads support services can address several areas including (but not limited to):
• InRoads software XIN Preference configuration
• InRoads Symbology & Style creation
• Typical Section library creation
• Documentation services
• Custom workflow-based training
• Basic / Intermediate / Advanced training
• Training / Reference Material
• Software Standardization / Orientation roll-out
• Detailed Needs & Workflow Analysis
• Project specific support
• Other specific customer needs
Zen Engineering can either guide the users to perform these tasks with their own internal staff, or be directly involved in the creation of these items.
Detailed InRoads support services can also encompass assistance with the development of folder and file set up procedures, naming convention and content.
A potential component of this support work can include the development of workflow guides or internal self-training guides that will be used to assist the users during the project work. These workflow guides would be provided to all users along with any master electronic files for enhancement and future distribution as they see fit. These workflow guides can also be provided to any sub-consultants to assist them in their work and compliance with your standards.
Sometime support services can expose the need for additional support services to be delivered under a separate contract, such as more in-depth project support or software configuration. These will be brought to light and discussed as they arise.
Scope of Services - MicroStation
MicroStation support services can address several areas including (but not limited to):
• Site / Project / User Level Configuration files
• Make recommendation of how to secure files over network
• Advice on current server setup
• Updating plot drivers to a new version of software
• Testing Plot drivers
• QA/QC check of GUI / Workspaces
• Gui.dgnlib, Level.dgnlib, LineStyle.dgnlib ...and others
• Cell Libraries, Line Styles Resource files, Font Resource files ...and others
• DWG template for DWG work mode in MicroStation:
• Support after implementation
• CAD Manager Training for staff implementation
Support Procedure
Once a support contract is in place a well-defined procedure is used for any service calls.
Pricing
Zen Engineering offers two different support plans:
• Pre-paid, in 8 hour blocks
OR
• Hourly, paid as used
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