Phase
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Activity |
Emerio |
Client |
Milestone |
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| Presales |
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First customer meetings |
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| (free of charge) |
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Draft quotation |
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Review quotation
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Signed contract |
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| User Requirements
Study |
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Project Kickoff Meeting |
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User Requirements
Collection |
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User Requirement
Documentation,Re-estimate of Effort >> final
price |
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Review User Requirement
Documentation |
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Signed User Requirement
Documentation |
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| Development |
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Design and programming |
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Reviews |
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Content and data
preparation |
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User Documentation |
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User Acceptance Test
Plan |
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Integration test |
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| Delivery |
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Installation &
test data migration |
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User Acceptance Test
(signed by customer) |
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Improvements according
UAT |
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Project Signoff by
Customer |
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| Warranty Period |
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Going Live |
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Bug Report |
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Bug Fixing (free
of charge) |
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| Maintenance |
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Bug Report |
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Bug Fixing (chargeable) |
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| During the Presales phase,
Emerio collects the information needed to write a quotation.
The quotation describes the scope of the project, estimates
the effort needed and quotes a price for the implementation
of the project. The Presales phase should give the client
the confidence that Emerio is the right partner for this
project. |
| |
|
|
| The purpose of the User
Requirements Study is to get a precise understanding of
the client’s requirements and to define exactly
what Emerio has to deliver. The detailed User Requirement
Documentation allows Emerio to make the final effort estimation
and price quotation. |
| |
|
|
| The implementation consists
of system design, programming and internal testing. Emerio
stays in close contact with the client to ensure that
the client’s expectations are met. The client will
also be involved in the preparation of the data for the
new system. Towards the end of the implementation, Emerio
prepares the User Acceptance Test and the User Documentation. |
| |
|
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| Once the system is installed
and the data loaded, the client will be trained on the
system and a User Acceptance Test performed. The User
Acceptance Test makes sure that all requirements as specified
in the User Requirement Documentation are met. |
| |
|
|
| Once all items of the
User Acceptance Test Improvement list are delivered, the
warranty period starts and the system can go live. During
the warranty period the client can, through a bug report,
request the elimination of any difference between the
actual system and User Requirement Document, free of charge. |
| |
| Website and Graphic Design |
| |
|
|
| During the Presales phase,
Emerio collects the information needed to write a quotation.
The quotation describes the scope of the project, estimates
the effort needed, and quotes a price for the implementation
of the project. The Presales phase should give the client
the confidence that Emerio is the right partner for this
project. Emerio will present some graphical concepts that
represent the “look and feel” of the new website. |
| |
|
|
The purpose of the
User Requirements Study is to get a precise understanding
of the client’s requirements for the website and
to define exactly what Emerio has to deliver. The detailed
User Requirement Documentation allows Emerio to make
the final effort estimation and price quotation.
Furthermore, the graphical concept has to be developed.
Emerio will present a number of different designs for
home page, detail page, menus, etc. Together with the
customer, the final design templates are decided upon.
|
| |
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| The implementation consists
of system design, programming and internal testing. Emerio
stays in close contact with the client to ensure that
the client’s expectations are met. The client will
provide the website’s content and Emerio will apply
the proper graphical layout. Towards the end of the implementation,
Emerio prepares the User Acceptance Test and related documentation. |
| |
|
|
| Once the system is installed
and the data loaded, the client will be trained on the
system and a User Acceptance Test performed. The User
Acceptance Test makes sure that all requirements as specified
in the User Requirement Documentation are met. The User
Acceptance Test and a list of the improvements needed
for the website have to be signed by the client. |
| |
|
|
| After all items of the
User Acceptance Test Improvement list are delivered, the
warranty period starts and the website can go live. During
the warranty period the client can, through a bug report,
request the elimination of any difference between the
actual website and User Requirement Document, free of
charge. |
| |
| Maintenance Support |
| |
|
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| The Helpdesk is the client’s
single point of contact. It can be reached via email or
hotline. The Helpdesk tracks all enquiries and requests
from the client. A trouble ticket will be opened, tracking
the incident, who is working on it, for how long and the
opening and closing time of the incident. |
| |
Dedicated
Hotline Support
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| The preferred mode of
contact for enquiries and small support tasks is a phone
call. An authorized contact person from the client can
call Emerio’s dedicated hotline to report the need
for maintenance services. Simple problems might be settled
during the duration of the call. Alternately, an engineer
will be assigned to resolve the issue. |
| |
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| Emerio provides the client
with an e-mail address to contact the Helpdesk outside
office hours or if there is a substantial change request.
Mails should be used for the transfer of documents and
to clearly specify the support required. |
| |
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| Emerio offers remote
support, which allows Emerio to access the client’s
system remotely from Emerio premises and to provide instant
support, thus avoiding travel-related costs. The remote
access can be controlled and limited by the client on
a case-by-case basis. As part of the maintenance work,
Emerio’s engineers will help the client prepare its site
for remote support. |
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| The client can request
the support of an Emerio engineer at the client’s
site at short notice. Emerio’s technicians will
work onsite with the client’s dedicated support
personnel to resolve any issue. |
