OpenLMIS

Support Plan Template

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I.BACKGROUND

Provide a brief description of OpenLMIS implementation including the version to be deployed. In the description, talk about when and where OpenLMIS will be deployed. Provide a description of functionalities and target users that will be using the system.

II.SupportPLan

Provide a description of support that will be provided to users. According to the contract specify how long support will run. Specify the SOPs that have been developed to guide how support will be done. Specify what kind of support will be provided whether it will through trainings, resolution of issues and routine site visits. In the description, explain to what extent will support go and which group of users will be targeted. The section should, if necessary, mention who will be responsible for support.

II.iObjectives

This section will provide objectives of support. Examples of support objectives are listed below:

  • To provide timely and efficient support for the instance of OpenLMIS in [country] to ensure the system functions to the best of its ability and maximize its benefit
  • To identify the entities and individuals responsible for specified levels of support
  • To ensure end-users consistently and effectively use the system
  • To ensure new users have resources and support to learn the system
  • To ensure the system remains efficient and operational
  • To ensure bugs or other issues are addressed in a timely manner
  • To identify local resources and build capacity in order to transition system ownership and support to MOH and local partners.

II.iiStrategy

In this section, provide a clear plan of roles and responsibilities during support period. Outline the activities that will be done by the local team and those that will be done developers and core team.

The section should also include the level of involvement of partners during the course of support period. If the project will be transitioned to Ministry of Health, include how support will be handled to ensure smooth transition.

II.iiiEnd User Support

Indicate activities that will be happening when providing end users support.

Pre-Deployment Support

Describe how support will be provided to the end user before system is deployed. This support can be in terms of preparation of the site and end user trainings.

Deployment & Post-Deployment Support

Briefly describe how trainings will prepare the users to allow them deal with basic issues and report issues that require technical support.

Describe how support will be provided to the end users including site visits and remote support. Specify who will be responsible for what during support.

II.ivTechnical Support

Provide a description of technical support and how it will be provided. If technical support will be provided in levels explain the levels and activities that each level will be responsible for. Below is an example of a 3 level support system

Level 1

During trainings, some end users will be identified as super-users. Super-users will be responsible for basic issues raised by other end-users. Issues that will likely be raised by end – users include handling basic questions regarding user concerns and process. Super users will keep an issue log of the questions and issues that occur to enable identification of common issues, questions, or concerns. If additional support is needed, super users will document the issue or request, using a defined issue report form to be sent to the OpenLMIS Technical Officers.

Level 2

This level will handle issues that have been reported to technical officers. These are issues that super-users cannot handle. Issues handled in this level are requests related to configuration, system operations and administration. Technical officers will document the issues in Jira (Or issue management space

Level 3

This level will handle will handle issues that have been escalated by Level 2. Level 3 will be responsible for bug fixes, minor enhancements, and more complex system operations support. Issues will be tracked in Jira and periodic updates will be provided for communication to the appropriate stakeholders and/or users.