Keia Atlas

Vendor access

This part is for Aigna staff

Vendors see their own installation and the device reference they need to build it: device types, setup guides and models. Everything else stays with Aigna.

Go to your installation

Module

Knowledge is switched off

Known errors, playbooks and proposals to change them. This demo has the Knowledge module switched off in Organisation settings.

Organisation settings

PlaybookVersion 1.0LightSimulated

RMA

Version 1.0 · 1 live project following itchecked just now

New project

Phases

5 phases, 19 steps. Pick one to see its steps.
  1. 01PlanUnder 1 week5
  2. 02Procure1 to 4 weeksPRJ-21 here3
  3. 03DeployHalf a day6
    Provision1Install2Configure1Commission2
  4. 04Hand overUnder 1 week3
  5. 05ClosedWrap-up2

Long lead: needs starting early

Projects using it

1 project
Heron HDBaseT receiver RMAPRJ-21Procure

Steps and gates

Each phase ends at a gate a named role signs off before the next starts.
  1. 01

    Plan

    Under 1 week
    LD +8On-site technicianProve the fault: swap one part at a time until it follows the unitProduces: Fault notes
    RK +3Project managerCheck warranty or support cover for the unit
    RK +3Project managerRaise the RMA with the vendor or their reseller, with serial and fault notesProduces: RMA number
    LD +8On-site technicianLook in the office's IT store for a spare of the same model. If there is one, the swap can happen now; if not, give the space a workaround until the replacement arrivesA unit with the status Spare has a serial and a shelf
    PNService desk analystPut the incident on hold for the vendor, with the RMA numberSay when the replacement is due
    Gate: signed off by Project manager
    • Fault proved
    • RMA number recorded
    • Workaround in place
  2. 02

    Procure

    1 to 4 weeksPRJ-21 is here
    RK +3Project managerChase the vendor for the ship date, and tell the space's users if it slipsLong lead: start early
    RK +3Project managerAsk whether the vendor sends the replacement before or after the faulty unit goes backAdvance replacement is faster
    LD +8On-site technicianRecord the replacement's serial on arrival
    Gate: signed off by Project manager
    • Replacement received
    • Serial recorded
  3. 03

    Deploy

    Half a day

    Provision

    LD +8On-site technicianAdd the replacement's serial and MAC at the failed unit's position; mark the old unit as returned

    Install

    RK +3Project managerBook the space out
    LD +8On-site technicianSwap the unit, from the IT store's spare if you took one, keeping position and hostname, and take the workaround away

    Configure

    AB +3AV and IT delivery engineerCheck the firmware is the standard and load the configuration, if the unit has one

    Commission

    AB +3AV and IT delivery engineerRun the space's verification
    LD +8On-site technicianTest call, or the space's own test, from the failed position
    Gate: signed off by AV and IT delivery engineer
    • Replacement working at its position
    • Space passes its verification
  4. 04

    Hand over

    Under 1 week
    LD +8On-site technicianPack the faulty unit and send it back with the RMA number, and keep the courier receipt
    PNService desk analystResolve the incident with the fix and the new serialProduces: Resolved incident
    RK +3Project managerUpdate the asset register. A spare that went into the space stops being a spare; if the store is now below its minimum, order one more
    Gate: signed off by Service manager, AV
    • Faulty unit on its way back
    • Incident resolved
    • Records match the space
  5. 05

    Closed

    RK +3Project managerNote the failure on the model's page if it is the second of the same kind
    RK +3Project managerFeed what was learned back into this playbook
    Gate: signed off by Programme manager
    • Lessons captured

Who does what

Built from the steps and gates above. Hover a letter for the steps.
  • ResponsibleDoes the work.
  • AccountableSigns it off and answers for it. One per row.
  • ConsultedIs asked before it is done.
  • InformedIs told once it is done.
RACI for the RMA playbook
WorkService manager, AVProgramme managerProject managerAV and IT delivery engineerOn-site technicianService desk analyst
PlanUnder 1 weekAProject manager · AccountableFor “Plan”, the project manager signs it off and answers for it.Signs the gate: Fault proved; RMA number recorded; Workaround in place. Also does: Check warranty or support cover for the unit; Raise the RMA with the vendor or their reseller, with serial and fault notes.Today: Ruth Kelly, Katya Novak, David Okoro and 1 moreROn-site technician · ResponsibleFor “Plan”, the on-site technician does the work.Prove the fault: swap one part at a time until it follows the unit; Look in the office's IT store for a spare of the same model. If there is one, the swap can happen now; if not, give the space a workaround until the replacement arrives.Today: Liam Doyle, Tom Ashby, Carlos Mendes and 6 moreRService desk analyst · ResponsibleFor “Plan”, the service desk analyst does the work.Put the incident on hold for the vendor, with the RMA number.Today: Priya Nair
Procure1 to 4 weeksAProject manager · AccountableFor “Procure”, the project manager signs it off and answers for it.Signs the gate: Replacement received; Serial recorded. Also does: Chase the vendor for the ship date, and tell the space's users if it slips; Ask whether the vendor sends the replacement before or after the faulty unit goes back.Today: Ruth Kelly, Katya Novak, David Okoro and 1 moreROn-site technician · ResponsibleFor “Procure”, the on-site technician does the work.Record the replacement's serial on arrival.Today: Liam Doyle, Tom Ashby, Carlos Mendes and 6 more
DeployHalf a dayRProject manager · ResponsibleFor “Deploy”, the project manager does the work.Book the space out.Today: Ruth Kelly, Katya Novak, David Okoro and 1 moreAAV and IT delivery engineer · AccountableFor “Deploy”, the av and it delivery engineer signs it off and answers for it.Signs the gate: Replacement working at its position; Space passes its verification. Also does: Check the firmware is the standard and load the configuration, if the unit has one; Run the space's verification.Today: Anna Byrne, Marcus Lee, Mei Tan and 1 moreROn-site technician · ResponsibleFor “Deploy”, the on-site technician does the work.Add the replacement's serial and MAC at the failed unit's position; mark the old unit as returned; Swap the unit, from the IT store's spare if you took one, keeping position and hostname, and take the workaround away; Test call, or the space's own test, from the failed position.Today: Liam Doyle, Tom Ashby, Carlos Mendes and 6 more
Hand overUnder 1 weekAService manager, AV · AccountableFor “Hand over”, the service manager, av signs it off and answers for it.Signs the gate: Faulty unit on its way back; Incident resolved; Records match the space.Today: Sofia ReyesRProject manager · ResponsibleFor “Hand over”, the project manager does the work.Update the asset register. A spare that went into the space stops being a spare; if the store is now below its minimum, order one more.Today: Ruth Kelly, Katya Novak, David Okoro and 1 moreROn-site technician · ResponsibleFor “Hand over”, the on-site technician does the work.Pack the faulty unit and send it back with the RMA number, and keep the courier receipt.Today: Liam Doyle, Tom Ashby, Carlos Mendes and 6 moreRService desk analyst · ResponsibleFor “Hand over”, the service desk analyst does the work.Resolve the incident with the fix and the new serial.Today: Priya Nair
ClosedAProgramme manager · AccountableFor “Closed”, the programme manager signs it off and answers for it.Signs the gate: Lessons captured.Today: Tomás VargaRProject manager · ResponsibleFor “Closed”, the project manager does the work.Note the failure on the model's page if it is the second of the same kind; Feed what was learned back into this playbook.Today: Ruth Kelly, Katya Novak, David Okoro and 1 more

What projects have taught it

2 changes
  • 20 Oct 2026First version.
  • 21 Oct 2026The swap can take a spare unit from the office's IT store, and the store is topped up afterwards.

View as

See Keia Atlas the way someone else does. A demo: nobody signs in.

Viewing asAnna ByrneAV and IT delivery engineer · EMEA

Suggested

Delivery

  • Delivery engineerDesigns and commissions spaces, from survey to handover
  • Project managerRuns projects day to day: dates, suppliers and who does what
  • On-site technicianInstalls and fixes kit in the offices
  • Programme managerPlans the year of projects across every region
  • Engineering managerLeads the delivery engineers
  • Project management leadLeads the project managers
  • On-site services managerLeads the on-site technicians
  • Delivery managerThe whole delivery team, every region

Support and service

  • Service desk analystTakes incidents as they arrive and routes them
  • Network engineerPorts, VLANs and patching
  • Service manager, AVOwns the AV standard and its service
  • Service manager, networkOwns the network standard and its service

The Lab

  • Innovation engineerTests new kit before it ships

Leadership

  • Head of AV and ITThe whole service, every region

Partners

  • Integration vendorSees their own installations only
  • Service vendorRepairs under the service contract

Overview

  • EveryoneEvery role's first screen at once, to see the whole picture

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About RMA

Goes to Sofia Reyes, Service manager, AV. Reviewed within five working days.