Documentation and Support

Introduction

This section details the requirements for project documentation, warranty terms, and ongoing maintenance expectations for digital experiences developed both internally and by third party vendors.

1. Project Documentation Requirements

1.1 Overview

All digital experience projects—interactive exhibits, media installations, digital signage, AR/VR experiences, or web-based platforms—must include comprehensive documentation to support installation, operation, and long-term sustainability.

1.2 Required Documentation Deliverables

• System Overview Document

  • Project description and objectives

  • Summary of technologies used

  • Stakeholder map

• Technical Schematics & Diagrams

  • Network diagrams

  • AV signal flow

  • Hardware rack layouts

  • Power requirements

• Hardware and Software Inventory

  • Make/model/serial numbers

  • Firmware/software versions

  • Licensing info and renewal schedules

• Installation & Commissioning Reports

  • Test results (network, audio, video, interactivity)

  • Sign-offs from integrators and museum staff

• User Manuals & SOPs

  • Day-to-day operational guide

  • Troubleshooting procedures

  • Restart/restore procedures

• Source Files and Code

  • Final versions of all code, assets, and project files

  • Clearly documented repositories or cloud storage location

  • Credentials or instructions for future access

• Handover Checklist

  • Confirmation of all deliverables

  • Contact details for vendors/support

  • Staff training confirmation

2. Warranty Terms

2.1 General Warranty Period

All digital experience installations must carry a minimum 12-month warranty from the date of final acceptance or go-live, unless otherwise negotiated.

2.2 Coverage Details

• Hardware Warranty

  • Repair/replacement of faulty components

  • On-site service if downtime exceeds 48 hours

  • Coordination with manufacturers for RMA processing

• Software Warranty

  • Bug fixes and stability and security patches

  • Compatibility with supported OS and browsers

  • Restoration in the event of system failure caused by software

• Media Content Warranty

  • Correction of content errors or playback issues

  • Format conversions if updates to playback systems are required within warranty

2.3 Exclusions

• Damage due to misuse or improper environmental conditions (e.g., humidity, temperature)

• Unauthorized modifications or repairs

• Vandalism or accidental damage by guests

2.4 Response & Resolution Times

• Critical Failures: Response within 24 hours, with an action plan to resolve the issue.

• Non-Critical Issues: Response within 2 business days, with an action plan to resolve the issue.

3. Ongoing Maintenance Expectations

3.1 Maintenance Plan Requirements

If a digital experience is anticipated to require regular maintenance, this must be documented and approved by Auckland Museum before such experiences are approved.

All digital experiences must support “remote control” including, but not limited to, powering on and off gracefully, using central gallery control tools.

Vendors must propose and document an ongoing maintenance plan that includes:

• Preventative Maintenance

  • Monthly or quarterly hardware checks

  • Firmware/software updates

  • Media content health checks

• Monitoring Systems

  • Remote monitoring for uptime and alerts

  • Logs of performance or user interaction data (where applicable)

• Content Refresh Schedules

  • Defined schedules for updating or reviewing digital content

  • CMS access for museum staff (if applicable)

• Training & Documentation

  • Ongoing training options for museum staff

  • Updated documentation after each significant upgrade

3.2 Support Agreements

• Optional SLA contracts should be available for:

  • Priority support

  • After-hours or emergency response

  • Remote diagnostics and repair

3.3 End-of-Life Planning

• Notification of hardware/software approaching end-of-life

• Recommendations for replacement or upgrade path

• Archive and migration support for digital assets

Backups and disaster recovery