Phase 5 - Operations
This phase covers the ongoing maintenance, support, and optimization of &bookme Scheduler after deployment.
System Maintenance
Calendar Management
- 60-day sync window monitoring
- Historical meeting handling
- Multi-day meeting management
- Past meeting limitations
- Sync performance optimization
Environment Management
- Single environment per advisor enforcement
- Email alias management
- Integration user maintenance
- Permission updates and audits
- System health monitoring
Meeting Management
- External attendee handling
- Failure scenario procedures
- Booking confirmation monitoring
- Room allocation optimization
- Calendar conflict resolution
Support Procedures
Issue Reporting Requirements
Process Documentation
- Detailed process descriptions
- Expected outcomes
- Actual results
- Reproduction steps
- Error message logging
Debug Information
- Salesforce debug logs
- BookingId references
- User context details
- Event timeline tracking
- System state capture
Support Documentation
- Screenshot collection
- Error message documentation
- System response logging
- User action tracking
- Resolution documentation
Support Case Management
Priority Levels
- Critical Issues
- System-wide outages
- Integration failures
- Data synchronization issues
- Security incidents
- High Priority
- Meeting booking failures
- Calendar sync issues
- Room allocation problems
- User access issues
- Medium Priority
- UI/UX issues
- Performance degradation
- Configuration requests
- Feature questions
- Low Priority
- Documentation updates
- Minor UI improvements
- Training requests
- Feature suggestions
Maintenance Schedule
Daily Tasks
- System health checks
- Integration monitoring
- Error log review
- Performance monitoring
- Backup verification
Weekly Tasks
- Usage analytics review
- Performance optimization
- User feedback processing
- Documentation updates
- Training assessment
Monthly Tasks
- System updates
- Security audits
- Configuration reviews
- Capacity planning
- Trend analysis
Continuous Improvement
Performance Monitoring
Technical Metrics
- System response times
- Integration reliability
- Error frequencies
- Data accuracy rates
- Sync performance
Business Metrics
- User adoption rates
- Meeting booking volumes
- Customer satisfaction scores
- Process efficiency metrics
- Support ticket trends
Optimization Procedures
System Optimization
- Performance tuning
- Resource allocation
- Cache management
- Query optimization
- Integration efficiency
Process Refinement
- Workflow improvements
- User interface updates
- Feature enhancements
- Integration updates
- Documentation revisions
User Support
Training Programs
- New user onboarding
- Feature updates training
- Best practices sessions
- Advanced user training
- Administrator training
Knowledge Management
- Documentation maintenance
- FAQ updates
- Best practices guides
- Troubleshooting guides
- Video tutorials
Success Metrics
System Performance
- Uptime percentage
- Response time averages
- Error rate trends
- Integration stability
- Data synchronization accuracy
User Satisfaction
- User feedback scores
- Feature adoption rates
- Support ticket resolution times
- Training effectiveness
- System usability ratings
Business Impact
- Meeting booking efficiency
- Resource utilization
- Customer satisfaction
- Process automation benefits
- ROI measurements
Hypercare Period
Duration
- Intensive support period
- Extended monitoring
- Rapid response protocols
- Enhanced logging
- Detailed reporting
Activities
- Real-time monitoring
- Immediate issue resolution
- User support prioritization
- Performance optimization
- System stabilization
Exit Criteria
- System stability achieved
- Support processes established
- User adoption targets met
- Performance goals achieved
- Documentation completed