Congratulations, you are about to Go Live with your new Access Group solution.
Where are we now?
At this stage in the journey, you have live data flowing into your system and will be experiencing all the buzz around approaching your first live pay run with Definitiv. This is an exciting time in your implementation; however, it can also feel quite daunting.
How do we continue to help?
Our Go live with Access video explains how we work together, including the support available via our case management system and how excited we are to support your continued growth and knowledge of your new Access Group solution. Why not watch it now!
Implementation is the first important step in the journey, but this is just the start. There is much more to learn, and it’s important that you and your team members continue to be curious about your new solution and continue to access and review our learning resources, Help Centre, and team support.
What's next?
Now that you know a little more about how we can support you with cases, it is important that you raise all your questions via the case process.
Cases allow us to address urgent issues or questions more efficiently by providing access to the request, to a larger pool of available team members. We can also route your request to the most appropriate team member, who is the subject matter expert. It also allows us to track and escalate more seamlessly if required. We cannot do this with email messages.
If you are a named support contact, you can log cases here. (You'll need to log in to the Customer Success Portal first. If you don't have a login, you can register for a login.)
Please share this support guide with your team to ensure they have optimal access to support.
Your consultant will also monitor this queue for the duration of your hyper care period alongside our support team, so you can log project related questions or product related questions via the same channel, and we will ensure they are routed and picked up correctly.
What can your consultant help you with?
At this stage of the journey, it can be a little confusing as to what your consultant will assist with and what our support analysts will do for you. So, we have provided some guidance below, but rest assured, if you need anything, simply log a case and we will work that out.
Support is here to help if our software is not performing as expected
Any unexpected issues, including:
Error messages
Login resets
Screen freezes
Outages
Incidents related to not being able to perform expected business functions using Access Software
Errors in submissions
Technical issues related to product version releases
And last but not least, simple ‘how to’s’, which are quite often covered in our Help Centre, which is also accessible to named support contacts via our Digital Assistant within Definitiv.
Consultant/Professional Services
At this stage, you are still working with your consultant, and they will cover
Items agreed to be delivered in the project scope that have not yet been completed
Any open issues related to the implementation project (new system install) or the migration project (between Access systems)
Support for your first pay run
Customisation requests, setting up new employees, setting up awards, creating new/ customising existing reports, additional training, additional/ set up of entities, users, licenses, migrations. If outside the scope of your initial project, we are happy to provide a quote for your consideration.
Continue learning
By now, it may be some time since your initial training, so it may be a good time for you and your team to do some refresher training. Visit our Definitiv eLearning platform for courses and guides, refresher training, and to learn more as you work deeper into the product.
Other training resources include our collection of Self-learning guides and onboarding aids, and you might like to check out the full list of virtual eLearning and webinar training courses.
Do you feel you need a higher level of service?
When the project was booked, it may not have been obvious the amount of work, i.e., change management, custom reporting, end user and administrator training, that was required to get a brand-new solution over the line. It can be difficult to anticipate these requirements until you are into the project.
We can offer enhanced levels of service with our premium Customer Success Plans and can purchase Flexpoints to cover additional services, and absorb the cost of this over the next 12 months.
Talk to your consultant to find out more about Customer Success Plans and Flexpoints.