Our Service & Support Processes

To ensure consistency of quality, we use standard operating procedures for all functions in the organization. Documented procedures are in place for staff training, software development, change initiation, record keeping, document control, implementation processes, data conversion, support incident resolution, and more.

Implementation Services

Implementations begins with a kick-off meeting between  key customer personnel and the GeoMetrix specialist assigned to the project (implementation lead) to discuss the client’s needs. If a full needs analysis or scoping study is required, this is scheduled and can be done in person at the client site or remotely to save resources.

Some implementations should be divided into incremental stages that occur over a period of time. These projects often reflect an enterprise-wide shift in how the organization conducts business, the effects of which are felt in every department. The stages can often be completed concurrently depending on the requirements of the project team. The client works with GeoMetrix to develop the implementation schedule and project plan; clarification on the work is further defined and reviewed at this stage.

A comprehensive implementation schedule should be drafted that reflects key milestones related to the project. This should include people and resources required for each step, financial and budgeting considerations and the harmonization of resource allocation. The schedule should provide realistic timeline estimates for the pilot phase (if applicable) and testing phase of the project, particularly if extensive custom reporting and/or system configurations will be required.

In smaller organizations, the entire project including user training may be accomplished in as little as a few weeks. In larger organizations this may easily be extended to several months depending on data migration needs and customization requirements of the implementation.

Setting up the development environment should be done during the initial stage of the implementation. Once the project parameters and project plan are defined, a development version of the system should be installed and configured for testing. The development system should be configured in the same operating environment intended for live deployment. This will ensure accurate test results.

Once the software is installed, configured, tested and the key personnel trained, it is time to take the system live.


Training is vital to ensure an efficient “roll-out” of any new software system. GeoMetrix offers a full range of training for its software. Instructor-led training is available remotely. Training requirements vary with the scope of the implementation and are generally determined during the Needs Analysis or Project Plan. Basic training for initial use of the system can be completed in four days; this would include Administrator, System Administrator and Online Configuration training. Optional training is also available for: Online Design, Report Design and Financial Management training.

Customization Work

GeoMetrix works with the client to detail customizations in an SOW, which defines the cost of the work and delivery date. The SOW is reviewed by the client representative, and, if applicable, modifications are made. When both parties are satisfied that the SOW accurately represents the work, Client signs off and work is begun by GeoMetrix.

Reports: Sample mock-ups of requested custom reports are forwarded by the client to GeoMetrix developers indicating the data that the report should contain and the way the information should be formatted.

Import Integration: GeoMetrix works with the client to define any custom import and/or any integration work required to interface with external systems.
Portals: GeoMetrix will develop look-and-feel and other portal customizations for the Online interface if required by the client.

Workflows: GeoMetrix works with the client to define workflows and apply business rules to the configuration and set up of the software.

Statements of Work (SOW) Process

To define specifications for the design of any custom deliverables, a Statement of Work process (SOW) is used. Customization work that is determined to be critical is carried out before going live. Other items may be completed later in the project life cycle.

Statement of work: GeoMetrix works with the client to detail customizations in an SOW, which defines the cost of the work and delivery date. The SOW is reviewed by Client, and, if applicable, modifications are made. When both parties are satisfied that the SOW accurately represents the work, the client signs off and work is begun by GeoMetrix.

Customization developed & tested: GeoMetrix develops the work as defined in the SOW. Installation and testing documentation is prepared. The customization work is tested by the GeoMetrix. After being passed by our Quality Assurance Department, the customization is delivered with any required instruction.

Client install: The client performs installation of the customization with assistance from GeoMetrix staff if requested and has 30 days to test the work and ensure it meets specifications.

Support Request & Escalation Process

Following is our standard operating procedure for handling support incidents.

Support Initiation: Each time a customer contacts the support department with a new support issue the support representative will open a new support incident.
Incident Numbering: Each new support incident has a unique incident number generated by the Helpdesk software. Any additional contact related to the incident will be based on this number and further support entries added as a sub-incident.

Information to obtain: When possible the support rep should ensure that the customer is at a computer when trying to resolve the incident, and, if possible, has a copy of GeoTalent up and running. The support rep should also obtain the GeoTalent serial number and any previous incident numbers related to the problem at this time.

Support: The support rep will make reasonable efforts to resolve the customer’s issue or incident within a reasonable length of time. Resolution may be made by telephone or email, and may involve consulting with other members of GeoMetrix staff or customer staff.

Incident recording: All contact or activities related to the incident are recorded in the help-desk database.

Second tier support: If the support incident cannot be resolved at the helpdesk (first tier), the issue is documented and forwarded to senior technical personnel for second tier support. If necessary, R&D programmers or other specialists are brought in to troubleshoot.

Customer data set requested: Whenever necessary the customer is requested to send GeoMetrix a backup of their SQL database if the problem appears to be specific to their data, i.e., if the problem cannot be reproduced on GeoTalent sample databases.

Support incident software also has reporting capabilities including reports showing support incidents that have not yet been resolved. Support uses these reports to follow up with customers and their support issues. When the support incident has been resolved the incident is marked as closed.