RS: What does support look like as I move to Production?

Once the Client moves to production, KOR transitions into a model where it does not directly interact with the Client’s production environment—this includes actions such as:

• Submitting or reprocessing regulatory messages
• Creating or modifying reports
• Making configuration changes

These responsibilities are now owned by the Client’s authorized users. However, to ensure a confident and seamless transition, KOR offers an initial two-week transition period during which enhanced support is provided.

Transition Period Support Includes:

• Live Video Support: KOR’s team is available to join video calls with Client users who can share their screen. KOR will walk through workflows, answer questions, and guide the Client’s team while they perform actions directly in the production system.
• Hands-On Coaching: Real-time coaching on submissions, rejections, corrections, configurations, and reporting tasks to reinforce system knowledge.
• Rapid Response: Prioritized support during this two-week period to address any blockers or urgent questions.

This model ensures that the Client team becomes fully confident and self-sufficient while knowing that KOR is right there to assist and guide them every step of the way. The transition period is limited until this sign off has been completed, typically two weeks.