Availability and Allocation of Services

There are a variety of paid services available to help you get the most of your Concourse deployment. This article outlines the services available and provides guidelines regarding how clients can expect to utilize these services during their implementation.

Available Services

Consulting: This covers the sharing of advice and working on client specific project management tasks. This may include, but is not limited to, creation of an implementation strategy, workflow analysis, template design, crafting of technical requirement, and research.

Training: Online and on-site training can be used to educate instructors and administrators on how to best utilize Concourse.

Administration: This refers to database-level modifications and manipulations that only Intellidemia can perform.

Custom Development: The most expensive of our services, custom development is used for introducing new functionality to the system. All custom development needs to be scoped, quoted, and incorporated into a Statement of Work (SOW). Since custom development is client-specific and must be managed on an individual basis, clients typically pay an annual fee for the maintenance of the custom development thereafter.

Coordinated Development: This takes into consideration whether a requested feature is aligned with the product pipeline. If so, a steep discount is provided, though it should also be expected that you have less control over the specifications of the feature. In most cases, a happy medium can be achieved. An example would be enhancements to our audit capabilities (hint hint).

In general, most of these services must be at the request of, and signed off by, the project manager. As a rule of thumb, service delivery totaling less than $500 monthly will not require a specific Statement of Work (SOW), though written or electronic commitment must still be provided.

 

Allocation of Service Time

A key to understanding service needs is understanding how service and support is typically allocated throughout a Concourse implementation. The following chart exemplifies service hour allocation clients may expect during their implementation. This information can help you determine just how much assistance you may require during your implementation, as well as how you can do to keep your service costs on target.

Phase

Responsibilities

Notes

Planning

Client:

  • Complete Getting Started Survey and send to Client Success Representative before kick-off call.
  • Determine implementation team members.
  • Establish implementation timeline.
  • Become familiar with Concourse Support Center and Sandbox environment.

Intellidemia:

  • Schedule implementation kick-off call.
  • Go over implementation documentation.
  • Set reasonable expectations; discuss timeline and division of work.

Planning can take weeks for clients who are not well- organized or prepared. Additional phone calls may be necessary for consultation which adds to the total time on task.

Typically clients allocate about 10% of their service and support hours to implementation planning.

Templates

(Does not apply to Concourse Lite)

Client:

  • Review existing syllabi and establish commonalities.
  • Discuss proposed template structure.
  • Establish timeline for template creation and review.

Intellidemia:

  • Provide training and consultation for creating linked templates.
  • Review finalized syllabus templates.

The likelihood of subsequent meetings increases as more time passes between the initial training call and the actual creation of the templates.

This phase can take several weeks for clients who are not prepared. Typically clients allocate about 35% of their service and support hours to template design.

Administration

Client:

  • Determine the scope of domain and system permissions.
  • Set up domains.
  • Add users.
  • Apply permissions.

Intellidemia:

  • Specific training for setting up domains, adding and updating user information (i.e. Admins).
  • Discuss auditing and reporting.
  • Review system setups.

Subsequent calls may be necessary during this phase, the likelihood of which increases as more time passes between phases.

 

Typically clients allocate about 10% of the service and support hours to administration.

Integration

Client:

  • Set up integration using Apidapter.
  • Handle any LMS issues related to integration.
  • Consultation regarding using Apidapter to set up adapters.
  • Construct and run feeds; set up automated feed processing.

Intellidemia:

  • Walk-through of Apidapter.
  • Provide consultation on feed construction and automation.
  • Review setups if necessary and provide troubleshooting assistance.

Additional calls may be necessary during this phase for training and consultation. This may add to the amount of time necessary to complete all associated work.

Integration can take weeks for clients who are not well-organized or prepared.

 

Clients typically allocate about 30% of their service and support time to integration work.

Deployment

Client:

  • Training of template managers and faculty.
  • Create and implement communication plan.
  • Finalize sandbox for clone to production.
  • Notify Client Success Representative when sandbox is ready to clone to production.

Intellidemia:

  • Consultation for training of template managers and communication plan.
  • Final review of sandbox before moving to production system.
  • Request clone of sandbox to production.

The likelihood of subsequent calls and meetings during this phase increases if clients are not prepared for deployment. This adds to the time necessary to complete the related work.

 

Typically clients allocate about 10% of their service and support time to deployment.

Maintenance

Client:

  • Create ongoing timeline for the management of syllabi each term.
  • Plan for training of and changes to personnel.
  • Consider how upgrades to other systems will affect Concourse.

Intellidemia:

  • Resolution of technical issues.
  • Provide consultation regarding management of syllabi and work associated with moving from small scale pilot to full scale implementation.

Clients should not underestimate the importance of this phase. Planning for system maintenance can decrease the service and support costs necessary to transition from piloting Concourse at your institution to campus-wide adoption.

Clients typically allocate about 5% or their service and support time to maintenance.

 

Keeping Implementation Costs Down

There are many factors that drive the cost associated with a Concourse implementation. In addition to the information outlined in the table above, clients should consider the following question in order to ensure implementation readiness and organization:

  • What training will IT staff require in order to create and process feed files and set up LMS integration?
  • Will you have the necessary IT resources at your disposal during your implementation?
  • What has been your success with past projects? What were the lessons learned?
  • What other current projects are on your plate? How will your prioritize your Concourse implementation?
  • Do you have a dedicated project manager for your implementation? If not, what are your plans for ensuring the implementation moves along at a pace necessary to meet your go-live deadline?
  • If you require more service time than you originally planned for, will you have the resources and authority necessary to procure more service time from Intellidemia?

Your answers to these questions will help determine the level of support you may need during your implementation. Not to worry; your dedicated Client Success Representative will provide the necessary guidance and support to help you through each phase and achieve your implementation goals.

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