Support Team Onboarding

Support Team Onboarding


Introduction

Onboarding new organizations to anDREa; including for a proof of concept (PoC) generally takes three days. The first two days are needed to associate the tenant’s Azure subscription to anDREa. The third day is usually scheduled to onboard and inform the appointed support team. This document outlines the steps for a successful onboarding of the support team.

Preparation (± 1 hour)

  1. Collect the name(s) and e-mail address(es) of those that will be in the Support Team locally.
    1. Support Team must agree to (Core) Support Team Agreement
    2. Support Team must be trained, this includes the interactive demo below

    Interactive demo workspace creation (± 1.5-2 hours)

    1. Organize an interactive demo with the participating members of the onboarding organization. Let the organization appoint their main support member. This one should have full Agent status on support.mydre.org to handle tickets. 
    2. Clearly inform the participating members about the difference between using their organizational account and mydre.org account on mydre.org.
    3. Guide the appointed member through the activation process of a mydre.org account.
    4. Let appointed member create a workspace on their own subscription with his/her mydre.org account as Owner. In addition, try adding one or more of the other present members (if any) to the workspace.
    5. While the workspace is being created, there is time for some Q&A. Alternatively, demonstrate all the tabs of a workspace.
    6. Show how support.mydre.org works as (Light) Agent and as user. 
    7. Show where they can find additional information on support.mydre.org (Knowledge Base/Help Center).
    8. Inform members on who to contact.
    9. Encourage members to play around in the workspace, install software etc.
    10. Homework for support team: read the articles in the Knowledge Base.

    Progress meeting (± 30 mins – 1 hour)

    1. Set up a follow-up/progress meeting for Q&As and status updates (bi-weekly).
    2. Potentially invite the appointed main support team member to the anDREa priorities, issues bi-weekly meeting.
    3. If interested: let the appointed main support team member have an ‘intern day’ with one of the Core Support Team members to get a feeling for how a support team member working day looks like.


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