Dave, please could you explain the main function of the timeware® field technicians?
My team is responsible for installing all new timeware® systems and upgrading SLA1s and SLA2s.
How many people are in your team and what do they specialise in?
I have four in my team: Richard Broadhurst, Bradley Holt, Harry Archer and myself. Richard specialises in access control, Bradley in new installs and SLA upgrades, Harry just SLA upgrades at the moment and I’m lucky to be responsible for everything!
How long have you been involved with timeware®?
I first installed timeware® in 1993 when working at Auto Time Systems (Birmingham). A twenty-odd year old programmer from NMD called Simon Birchall demonstrated a product called timeware® III and I was responsible for installing and supporting it. I was eventually offered a job at timeware® in 2005 so I have experience in all of the timeware® products - with scars to prove it!
How long does an SLA upgrade typically take?
The key to painless upgrades is to ensure that the customer does not fall too far behind the latest version. Upgrading from timeware® 2011 to 2017 would be harder than upgrading from 2016 to 2017. Luckily, we have very few SLA2 customers that are running software that is more than two years old, (due to our yearly upgrade policy), and the majority now use RDCs rather than separate client installs, so a typical SLA2 upgrade including new feature awareness training can be completed in one day.
SLA1 customers do not always upgrade each year, the average is every three. Usually when we upgrade an SLA1, we are implementing new aspects of the system so the upgrade may take two or even three days but the upgrade charge would reflect this additional time.
How long does a typical timeware® installation take?
It’s like asking how long is a piece of string? The length of installation is determined by the features that the customer wishes to implement. Small installations for companies employing around 70 staff can be completed in three days including training if the client just requires personnel, absence management and attendance. A similar company requiring ESS installation may take a day longer and Job costing another two days. The installation is planned by the timeware® projects team and we receive a copy of the plan through the company project planning software wrike. It’s worth noting that we always enrol all the staff’s required biometric information to prove that the system is working before we leave site.