13.1. Customer Implementation Support

More and more organizations are interested in starting a project with SIVI AFS. However, there is often a lack of in-depth knowledge on this subject, creating a need for support from SIVI in executing the project. SIVI wants SIVI AFS to be successful. However, it’s not feasible for us to be involved in every project. To effectively support all our clients, we have established a program called ‘Customer Implementation Support’ (Ondersteuning Klantimplementaties). The form of support provided depends on the needs within the project and the stage of the project.

Different kinds of support

For the support that SIVI can provide, we distinguish three situations that we currently see in practice:

1. First SIVI AFS project within the organization.
2. New SIVI AFS project within an organization already using SIVI AFS.
3. New project members unfamiliar with SIVI AFS within an existing SIVI AFS project.
   

The support itself may consist of:

• General presentation on SIVI AFS and tooling (also suitable for management).
• Presentations on specific SIVI AFS topics.
• Advice on how to approach SIVI AFS in relation to a specific issue.
• Support for analysis and modeling processes for SIVI AFS.
• Training for the use of SIVI AFS and tooling (in-house is possible).
• Monitoring of actions and inquiries pending with SIV
  

In addition to the support mentioned above, there is also the monthly SIVI AFS release, which includes requested extensions to SIVI AFS.

Coordination with SIVI

1. Schedules: Throughout the project, there are scheduled moments for alignment.
2. Ad-hoc: SIVI provides support as needed.

When providing support according to a schedule, we schedule regular appointments to address new and ongoing inquiries. Depending on the project phase, these appointments may range from weekly to monthly meetings. In principle, we conduct these meetings using Teams. For in-depth discussions on specific topics, we schedule separate appointments as needed. This can be done via Teams, at SIVI, or at the client’s location. Submitting inquiries or extensions for SIVI AFS is done using the designated forms. Unfortunately, we cannot process inquiries or extension requests without a completed form. Based on the form, we create a Ticket. SIVI manages the list of open Tickets and monitors the progress of their resolution. During periodic meetings, we review this list.

For ad-hoc support, we address questions or extension requests as soon as they come in. Again, this is done using the designated forms. Unfortunately, we cannot process questions or extension requests without a completed form. If desired, we can schedule an appointment to discuss a specific topic in detail and determine any necessary actions. Based on the form, we create a ticket. Monitoring of these Tickets occurs through the standard ticket monitoring procedure within SIVI.

How to start support by SIVI?

1. Reach out to SIVI via support@sivi.org or through the contact form on the SIVI AFS webpage to request more information about Customer Implementation Support.
2. We will then contact you and schedule an intake meeting.
3. During the intake meeting, we discuss the expected support needs based on a series of questions. This is an initial assessment and can be adjusted later.
4. Based on the answers given to the questions, SIVI makes a suggestion for support during the initial period based on the table above.
5. Together, we determine the frequency of regular meetings.
6. We discuss the first moment to evaluate our collaboration.
   

SIVI supports the use of SIVI AFS and its tooling. We assist in modeling specific topics using SIVI AFS. We also ensure that new structures, entities, and attributes become available in the SIVI AFS releases and tooling. However, please note that SIVI is not a member of the project team and is also not (partially) accountable for the project’s objectives. SIVI carries out its activities on a best effort basis.