TPx Support Center

The first step in the service relationship is Onboarding. The Onboarding Engagement is a one-time project that includes the start-up activities necessary to ensure that the IDR solution is properly implemented and configured, and that you can achieve maximum value for your investment.

It is our goal to deliver a frictionless customer experience for you during the onboarding process.  As part of this you will be assigned a dedicated Managed Service Delivery Specialist.  This individual will be a single point of contact to manage the onboarding process and coordinate the other TPx experts that are part of your onboarding team. In addition, TPX will create a “Runbook” that will house all important documentation regarding your service and systems.  This Runbook will be maintained as your systems and/or service changes over time.

Onboarding Deliverables

Service Onboarding includes the following major tasks / milestones:

1. Engineering resource request
   1. Your dedicated Managed Service Delivery Specialist will request and schedule an Engineering resource to lead the technical onboarding process
2. Welcome / Kickoff Call
   1. Your dedicated Managed Service Deliver Specialist will schedule the initial welcome call
   2. Contracted services and qty will be reviewed
   3. General project timelines, activities, and responsibilities will be discussed and confirmed
   4. Office 365 setup and configuration process will be discussed.
   5. IDR Portal configuration will be discussed
   6. The customer Runbook will be updated
3. Technical Call
   1. Your dedicated Managed Service Delivery Specialist will schedule the technical call
   2. TPx Implementation Engineer will review the project Scope of Work
   3. Confirm all order details
   4. Review technical configuration options
   5. Verify system prerequisites are understood
4. Office 365 Configuration support
   1. TPx will provide TPx Managed IDR Customer Self Service Guide, and remote support for the customer to environment for IDR.
   2. If customer has MSx Managed Office 365 Service from TPx, TPx will complete the Office 365 configuration on behalf of the customer.
5. IDR Portal configuration
   1. Configure the IDR portal to TPx recommended Practice.
   2. Validate functionality of the solution through the entire workflow.
6. Support Handoff
   1. Onboarding project completion will be confirmed
   2. Your dedicated Managed Service delivery Specialist will schedule a closing call
   3. Self help guidance for the user experience and IDR Portal Administration will be provided to the customer along with guidance on how to interact with support.
   4. At this point the support relationship will be handed off from our Onboarding Team to our support team.
   5. The TPx support representative will review final runbook details and services
   6. Support active confirmation email sent to the customer.

Onboarding Timeline

Service Onboarding generally takes about 25 business days to complete.  Onboarding can be expedited as needed for an additional fee.