<<Project Name>>

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$IE%" IN T&IS %OCUMENT'
Microsoft and !isual Basic are either registered trademarks or trademarks of Microsoft in the "nited #tates and$or
other countries.
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1ocument Title 8nd9:ser $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 in
their use of the solution. &nd'users do not include development, pro)ect management
or *T operations staff that help to create the solution. +ather the refer to those who
will use the end product.
This plan e,ists in con)unction with other plans that ma contain information relevant
to the end'user, but is not primaril focused on them. This includes documents such
as the -eploment (lan and #upport (lan. -ocument authors should ensure plans
are 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 a
roadmap to the end'user on how the solution will be implemented from a user
perspective and results in greater support and acceptance from them. *ncorporating
end'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 the
end'user. The will drive the content of the si, functional areas of the user e,perience
that are outlined in this document. *nput is provided primaril from the user
re/uirements document, but is also influenced b the other re/uirements documents.
Team Role Secondar-* %e0elopment0 -evelopment must be aware of end'user
support re/uirements to incorporate them into the solution the build. Test0 Test will
verif that this plan meets the functional specifications. Release Mana1ement0
+elease Management is responsible for support and must implement the solution
that will meet end'users1 re/uirements.23
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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 the
essence of the document before the e,amine the details.3
<<Begin tet here!!
O2ject(0es
%%escr(pt(on* The 5b)ectives section describes the ke ob)ectives of the end'user
support activities in terms of creating end'user bu in and a solution that meets their
needs.
+ust(,(cat(on* *dentifing ob)ectives ensures that the plan1s authors have carefull
considered the situation and solution and created an appropriate end'user support
approach.3
<<Begin tet here!!
Usa2(l(t- Re3u(rements
%%escr(pt(on* The "sabilit +e/uirements section describes end'user re/uirements
for the solution. This includes how the will interact with the solution features,
preferred and alternative methods of interacting with the sstem, changes and
ad)ustments users need to be able to make to the sstem, etc. The si, sub'sections
below are the ke functional areas for the end'users.3
Technical Communications
%%escr(pt(on* The Technical Communications section identifies and describes the
methods for communicating solution information to the customer. This should include
a list of the categories of solution information and how each will be provided to the
user. An e,ample of this is 6help7 information, which could be delivered via online
help files, an intranet site, or other means.3
<<Begin tet here!!
Training for End-users
%%escr(pt(on* The Training for &nd'users section describes the training that will be
provided to the end user. This ma include the courses, workshops, online tutorials or
other training mediums that will be developed and made available.3
<<Begin tet here!!
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Usability
%%escr(pt(on* The "sabilit section describes what the general user interface of the
solution will contain. This could include conte,t sensitive help, error message
handling, dialogue bo,es, or other features in the solution the user will directl
interact with.3
<<Begin tet here!!
Graphic Design
%%escr(pt(on* The 8raphic -esign section describes how an corporate branding,
stle guides, color palettes, fonts and images are to be handled in the interface
design standards.3
<<Begin tet here!!
nternationali!ation
%%escr(pt(on* The *nternationali4ation section describes an globali4ation or
locali4ation issues that will need to be incorporated into the solution. These ma
include9
Changes to make the feature or procedure appropriate to a market outside
:orth America
Changes for different languages
;ow versions will implement the feature differentl3
<<Begin tet here!!
"ccessibility
%%escr(pt(on* The Accessibilit section describes accessibilit re/uirements for
addressing the needs of computer users with functional limitations,including
considerations for issues such as9
!isual *mpairments
9 #creen enlargements or readers
9 #peech recognition or sstemi4ation
Mobilit *mpairments
9 Alternative pointing devices
9 5n'screen keboards3
<<Begin tet here!!
P(lot End-user Support
%%escr(pt(on* The (ilot &nd'user #upport section describes how end'users will be
supported during the pilot phase. This should include an necessar training,
technical documentation, and other items that must be in place to ensure a
successful pilot.
+ust(,(cat(on* A pilot should replicate those aspects of the full deploment process,
and this must include the end'user support functions.3
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<<Begin tet here!!
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