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A: If you are using the SpaceOS generic app and web ie. property.spaceos.io there will be a 1 week transition period where users still have access to the SpaceOS app, but will have been invited and encourage encouraged to use the Equiem app. We have created a series of content posts which you can add to SpaceOS which you can share with your tenants, you can see those here [LINK]these in English here, localised versions will be shared with you by your Migration Lead. A cut off date will be agreed at which point no further actions are taken on the SpaceOS platform.
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Q: What does migration mean for our end users? Is there any user manual explaining what actions our tenants need to take in order to migrate from one app to another?
A: Yes, we have this one pager [LINK] which explains the process for the end users. They will need to delete the spaceOS app (name), download Equiem app (name) and register with their company's domain email addressWe have three methods that end users will need to follow, which method is correct will depend on your SpaceOS app set up:
Current SpaceOS app format | New app format | Action required by tenant |
|---|---|---|
Generic SpaceOS app | Generic Equiem app | Download the Equiem App from the Apple Store or Google Play and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Generic SpaceOS app | New White Label (Customer branded) app | Download the [APP NAME] App from the Apple Store or Google Play and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Customer branded app | Update to existing Customer branded app | Update your [APP NAME] App and log in with your new platform credentials. If you haven’t created an account already, you can also register on the app. |
Q: Why do I need to confirm a cut-off date for the SpaceOS platform/app?
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See answer to question “How can I ensure a smooth transition to the new softwareplatform/app?”
Q: How can I ensure a smooth transition to the new platform/app?
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You will be given access to the Equiem Customer Support Portal both during the migration and beyond, where you can raise support tickets for any difficulties that might arise.
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You will also receive access to the Equiem /wiki/spaces/CS/pages/1302069293 Customer Support Portal throughout and after the migration. Here, you can submit support tickets for any product-related "how-do-I" questions that may arise as you familiarize yourself with your new platform.
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A: You will be given access to the Equiem Customer Support Portal both during the migration and beyond, where you can raise support tickets for any difficulties that might arise. This should be used for suspected bugs, incidents, to create requests for new Features and “how-do-I” product questions.
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You will retain access to a dedicated Customer Success Manager who will continue to support you in maximizing the value from your Equiem platform, just as before.
Additionally, we will provide you access to our exclusive platform, "the Hub." Here, you can access information such as upcoming training webinars, learning materials, content templates, monthly tenant engagement recommendations, and many other tools and resources to ensure the success of your new platform/app with your tenants and throughout your business.
Q: Why must I provide a nominated privacy contact and what communications will that contact receive?
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Q: What communications should I share with my tenants about the migration?
A: Here you can find some helpful content (in English) which you can add to your SpaceOS platform, or edit to send via email if you prefer. [INSERT LINK]Localised versions can be shared by your Migration Lead as required.
We recommend starting to let your members know about the pending migration [INSERT TIMELINE]approximately 4 weeks prior to the go-live date. Here’s the recommended communications and relaunch activities timeline:
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You can also see our Migration Playbook here (in English) which contains all of the information, step-by-step guides and templates which you can follow. A localised version will be shared as applicable by your Migration Lead.
Q: What steps are required for custom app owners to delete the old app and create the new one?
A: We will ask your team to provide mobileteam@equiem.com.au with Admin access to your developer account for both Apple and Google. We will also ask you to create an API key for Apple and Google, to allow us to automate the update, release and approval flow, instructions on how to do this have been linked. If you need help with these steps please let your Migration Lead know.
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