TPG Project Management Solutions Support

Instant Help with Operational and Technical Problems

TPG The Project Group offers a range of support services addressing users' operational and technical problems when using solutions with Microsoft Project Server, Microsoft SharePoint and TPG products.

Knowledge Transfer Plan

Working with client teams is a collaborative process to ensure the overall solution is functioning as needed to support the entire community of users. From the moment, TPG receives the support request, all analysis work, communications, and resolution, are documented and posted in the TPG global support submission system for later review by their teams.

As a best practice, TPG recommends the client’s support teams to review all support inquiries handled by the TPG team to ensure the support teams understand the issues being submitted and the resolution strategy recommended by TPG. The objective is for the client to become self-sufficient with managing all tiers of support for the solution.

Testing and Quality Assurance

Issue resolution requires extensive testing by the joint TPG and client teams. TPG provides a fully documented issue resolution and works in coordination with the client’s technical teams and business users to validate full resolution before the support request is considered completed.

Get the Service Level Matching Your PPM Requirements

One-size-fits-all does not work for project management support. Depending on your company's IT setup, technical and procedural know-how, the size and complexity of your implementation, and finally your level of expectations very different support models may be applied.

TPG offers a global help desk covering the full range from HOWTO questions to remote troubleshooting with advanced tools and technologies.  

The simplest model contains agreed commercial conditions and a frame contract to enable the request of support services on demand and driven by resources’ availability. This usually applies to either small scale installations or customers who setup the first and second level support in-house.

The most common support model is an agreement that covers a specified amount of support services and agreed service levels including response times and delivery of solutions or workarounds. The commercial framework is calculated from the number of sites, number of users and complexity of your specific implementation.

In any model described above TPG will document the entire life cycle of a support request in its global service database and will document each and every request from initiation to issue resolution.

Contact us for any questions now.