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Ongoing Support
The most important question here is, "Is there a charge for on-going support?" or perhaps simply, "How much is the charge for it?" Frequently, this takes the form of an annual software maintenance contract that is prorated based on the number of machines or sometimes the number of users.It's also important to find out if the vendor offers remote diagnostic support. This capability enables the vendor to look into your system and determine if there is a problem without the need to send a technician to your site.Ask who your contact will be to get answers to questions. Is there a cost for this service and when does it kick in? What is the typical turnaround time for receiving answers to questions?Check out the help desk facility if they have one, and ask for references who can tell you about their help desk or ongoing support experiences.How do you report general and specific problems with the software? Is there a particular way to document such problems? What is the typical turnaround time to resolve these problems? If the resolution involves installation of a software revision or correction, how is that accomplished? In other words, can it be online or do you have to wait for the next product enhancement release? If problem resolution requires an upgrade, who pays and how much?
