Phase 5: Maintenance & Support

Online support and coaching

The documentation and localization teams are now in production mode. Although all team members have had substantial training and coaching, this does not mean that there are no more questions!

When the rubber meets the road, there’s friction. It’s the same when working with Flare – putting theory into practice is not always easy.

W2U offers online support and coaching services for our clients. The client can reach us by phone or e-mail. These are good platforms for relatively simple and quick questions. However, when the client wants longer sessions – for example, when we merge training and coaching – W2U uses the Skype for Business platform. Not only is it a brilliant platform for teaching, we can also record the meetings for later use. Many clients have found this extremely useful. The recordings are shared in MP4 format on a secure hosting service.

Onsite support and coaching

A physical meeting is often much more effective than an online meeting. That’s why W2U often travels to client locations to do coaching sessions. The subject matter can be very different from client to client. Sometimes we are building up new topic templates. Sometimes we are trying to improve the review process. Sometimes we are finding errors in the localization process. The list is long, but the onsite visits are often very, very effective.

Support & Coaching Agreement

W2U and the client make a Support & Coaching Agreement before we move into Phase 5. The agreement options are:

W2U explains all the details to the client, before we move into Phase 5.

Deliverables

Online support and coaching
Onsite support and coaching
Support & Coaching Agreement

Phase 5: Maintenance & Support