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Mark Wiklund will development training and online help material. We will ramp up the Help Desk by bringing them in early to critique end-user support material.Training Curriculum Development

Dates are tentative.

approx. 2/2/2011: First round mock-classroom, partial RAFT functionality.

approx. 2/16/2011: Possible review of online help content, partial RAFT functionality.

approx. 4/4/2011: Second round mock-classroom, full functionality (depends on RC1 release schedule).

approx. 4/16/2011: Second round review online help content.

Need to set dates for pre-release training for real end users; before June release date.

Service Level Development

Just notes at this point.  

  • Go live to support, full release, rescheduled from March to June.
  • Escalation paths still undefined. Need SLA with Help Desk recording this. Agreement seems to be to centralize internal SLAs in the "ISTPROCESS" Wiki. Pat Sheppard contact.
  • Steve Landry to draft SLA between DM and CS. (SLA needs to take into account rolling "agile" releases after the official March rollout.)
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