Step 4:  Define a Support Strategy

Define a Support Strategy and Identify Designated Contacts

Once Pirouette is in use, occasional issues will arise.  A support strategy lets staff know what to do and who to go to when they have an issue.

A typical support strategy categorizes issues based on the nature of the issue, and identifies the steps to take or the individual to contact.  For example, users might be advised to contact the IT person for general computer issues, and the Pirouette administrator for database specific issues.

As part of your support strategy, let staff know about the extensive documentation available at the Roxy Software website.   We encourage all users to make use of this resource, as it’s a quick and easy way to find answers to many routine Pirouette questions.

A service plan is a key part of your support strategy.  It provides you with unlimited Pirouette support and assistance, allowing concerns and issues to be addressed before they escalate.  The Pirouette Administrator (or designated contact) can submit a support request through our website whenever a question or issue arises.