end-user support plan

8/12/2019 End-User Support Plan

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End-User Support Plan

Customer Name

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2002 Microsoft Corporation. All rights reserved.

The information contained in this document represents the current view of Microsoft Corporation on the issues

discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not

be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accurac of an

information presented after the date of publication.

This document is for informational purposes onl. MICROSOFT MAES NO !ARRANTIES" E#PRESS OR

IMP$IE%" IN T&IS %OCUMENT'

Microsoft and !isual Basic are either registered trademarks or trademarks of Microsoft in the "nited #tates and$orother countries.

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Revision & Sign-off Sheet

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1ocument Title 8nd9ser $upport 0lan

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Table of Contents

$ummar".........................................................................................................................

b=ecti%es.......................................................................................................................

sabilit" Re>uirements..................................................................................................Technical 6ommunications........................................................................................

Training for 8nd9users................................................................................................

sabilit".....................................................................................................................-Graphic 1esign...........................................................................................................-

,nternationali&ation.....................................................................................................-

Accessibilit"...............................................................................................................-0ilot 8nd9user $upport...................................................................................................-

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%Introduct(on to t)e Template

%escr(pt(on*The &nd'user #upport (lan guides how the end'users are supported intheir use of the solution. &nd'users do not include development, pro)ect managementor *T operations staff that help to create the solution. +ather the refer to those whowill use the end product.

This plan eists in con)unction with other plans that ma contain information relevantto the end'user, but is not primaril focused on them. This includes documents suchas the -eploment (lan and #upport (lan. -ocument authors should ensure plansare consistent.

+ust(,(cat(on* #atisfied customers are a focus for an solution. The &nd'user#upport (lan demonstrates how the team values this focus. *t also provides aroadmap to the end'user on how the solution will be implemented from a userperspective and results in greater support and acceptance from them. *ncorporatingend'user input into this plan will also provide end'user ownership of the solution.

Team Role Pr(mar*User E.per(ence/ "ser &perience is the advocate for theend'user. The will drive the content of the si functional areas of the user eperiencethat are outlined in this document. *nput is provided primaril from the userre/uirements document, but is also influenced b the other re/uirements documents.

Team Role Secondar*%e0elopment -evelopment must be aware of end'usersupport re/uirements to incorporate them into the solution the build. Test Test willverif that this plan meets the functional specifications. Release Mana1ement+elease Management is responsible for support and must implement the solutionthat will meet end'users1 re/uirements.3

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Summar%%escr(pt(on*(rovide a summar of the content of the document.

+ust(,(cat(on*#ome readers ma need to know onl the highlights of the plan, and

summari4ing creates that user view. *t also enables the full reader to know theessence of the document before the eamine the details.3


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Usability%%escr(pt(on*The "sabilit section describes what the general user interface of thesolution will contain. This could include contet sensitive help, error messagehandling, dialogue boes, or other features in the solution the user will directlinteract with.3


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end-user support plan

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