Go-Live and Support

Preparing for go-live is one of the most important steps in the process.  Here are some things to keep in mind as you prepare:

  1. Develop test scenarios to ensure that all critical features work as expected
  2. Develop a list of users and their roles
  3. Develop an effective communication plan so stakeholders will know what will happen and when
  4. Require users to be trained before they get access to the system

Don't worry, you're not alone.  The ECM team will guide you through this process!

Once you are up and running, you may need help at some point.

View diagram of support roles and responsibilities

This diagram provides an overview of the support process. 

If a user experiences difficulty, the first point of contact should be the Department Power User.  He or she will assess the issue to determine if it is something that can be addressed locally or if the issue needs to be escalated to the Solution Administrator or beyond. A summary of roles and responsibilities is below.

  • End User - OnBase users
  • Department Power User - A local resource who knows the business process and OnBase (probably worked closely with OnBase developers).
  • IT Service Desk - For assistance with password resets and routing tickets to the right place (if you are not sure)
  • Solution Admin - Process and technical expert.  This person may support one or several departments or groups of users.
  • OnBase Admin - OIT resources that can address issues that impact the entire system.
  • Vendor - Ultimate problem solvers!