Introduction to Basecamp
If your station is moving to PlayoutONE for the first time, our team will work with you to migrate data from your existing playout automation system.
We coordinate these installation projects through a handy collaboration tool called Basecamp. Behind the scenes at Aiir, our team uses Basecamp for all manner of tasks and projects. Your installation and onboarding project is just as important, so we treat it in the same way.
🤷🏼♂️ What do I need to do?
During your onboarding process, you and your team members should receive an invitation by email to work with Aiir on your PlayoutONE installation project in Basecamp. You just have to click a link to set your password, and you will remain logged in until you choose to log out or your browser cache clears.
You will receive emails whenever someone tags you in a message or task, as well as daily email updates of other conversations had, tasks completed etc. so you can keep up with progress made. You can adjust your notification preferences if you don't need daily updates, but it's crucial that someone from your station responds to messages in a timely manner to ensure PlayoutONE is up and running within the agreed timeframe.
Unless agreed with the Aiir team member assisting with your onboarding, please don't check off any tasks or archive any messages in Basecamp. This may inadvertently cause important steps in the process to be overlooked.
👟 What are the next steps?
Once you have logged into Basecamp for the first time, you will see messages and tasks from our team. These will explain the next steps to getting your station on air with PlayoutONE. They will vary depending on how many stations are being migrated, if you are bringing your existing music, production, ads etc. and any external integrations with audio switchers, encoders etc.
💬 Can we just talk by phone or email?
As several team members from Aiir may assist in getting your station up and running with PlayoutONE, it’s essential to communicate in a way that allows any of our team to follow progress and jump in if needed.
If you were to email an individual team member who was not at work, your message may not get a response until their return. With Basecamp, anyone within Aiir Support will be able to see a clear indication of what work has already been done, previous conversations etc. so you don't have to explain things over and over again to different people.
However, when you are added to a Basecamp project, you will automatically be emailed whenever a new message or to-do is assigned to you, and you can reply to that email and it will automatically appear in Basecamp for our team.
Once the installation project is complete and your station is using PlayoutONE on air, please feel free to contact our support team through the regular channels (available by pressing the Get Help button at the bottom of this page).
🚨 What if it's urgent?
Basecamp projects are only used to communicate before a station goes on air. After your station goes live with PlayoutONE, you will be able to contact our support team and request emergency support as our other PlayoutONE customers can.
If you are migrating multiple stations to PlayoutONE and one goes live before the other, you should only use Aiir's regular support channels for issues relating to the live station. Conversations during the planning stage should remain in Basecamp.
If a member of the Aiir team is not working, you will see a yellow label saying "Out" over their photo in Basecamp. In these cases, someone else from Aiir will be monitoring new messages and comments in their absence. Communicate with them as you usually would, and we will respond shortly.
It’s possible in Basecamp to tag other members of the Aiir team in your project, but we kindly ask you not to do this. The team member working with you will have to undo any incorrect changes made before dealing with your issue, which may cause unnecessary delays.