COMPUTER-BASED TRAINING PROVIDER:
OFF-SITE ASSISTANCE
Instructional Support
High quality off-site assistance providers deliver the following instructional supports:
Train-the-trainer option exists.
A train-the-trainer option allows you to send your trainers to the provider for instruction on how to use the product to train other people. The trainers can then return to your organization and successfully implement the product.
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Provider is available to modify course to meet company training needs.
You may want a provider to customize an existing product so that it better meets your needs. If the provider can do this, you could work with the provider to explain your specific requirements, and then have the provider make necessary modifications.
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Technical Support
High quality off-site assistance providers deliver the following technical supports:
If a provider offers phone support, you could quickly contact the provider, via the telephone, when a technical or operational problem arises. The provider could then work with you to solve the problem. During the evaluation of a product, look for a technical support 800 number to defray operating costs after purchase. While many providers offer technical assistance via the telephone, the quality and accessibility of this service varies greatly from provider to provider. If you purchase a maintenance agreement with a provider, look for a priority telephone number that guarantees you quick access to support. It may be valuable to try to reach the support help line before you buy, to see how responsive it is.
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On-line support enables you to quickly contact the provider, via on-line services, when a technical or operational problem arises. The provider could then work with you to solve the problem. This generally is not as fast as telephone support, but can allow you to write a concise statement of the problem and receive a concise reply. If a provider offers on-line technical support, make sure you have electronic access to the provider. If a provider is on Compuserve, for example, and you do not have a Compuserve account, the on-line support will do you no good. Look also for on-line updates for the product, on-line discussion areas where you can talk to other people using the product, and an on-line listing of common problems with their fixes that is updated regularly.
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Field representative is available to provide help.
A field representative that can come on-site when requested is a valuable technical support resource you can use when telephone or on-line support are not sufficient.
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Continuing system configuration support is available for increased demands.
As your computer system grows, you may need to reconfigure your system to run the CBT product effectively. You might want the provider to offer this assistance.
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Questions? Contact Brett Bixler.