Below is an example of a due diligence checklist for ‘Software Vendor Support’. The due diligence

checklist includes over 25 items that range from support for ongoing live running, to training, system

documentation and customer liaison. All items should be verified before acquiring new software.

For more due diligence checklists and questions, visit: Software vendor support, Implementation support, Reference site visit checklist, Vendor accounts, Vendor personnel, Vendor software product development, Software payment terms, Final software decision, Software agreement checklist
Due Diligence Checklist - Software Vendor Support For use in software system selection

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Ref
Due Diligence Checklist - Software Vendor Support
Yes/No
Results
1
Have you identified the minimum support you will need with ongoing live running?
2
Ongoing Support
2.1
What is covered / not covered under software support?
2.2
Are there multiple levels of software support? And if so, what is included within each level?
2.3
How does support differ between the implementation phase and ongoing live running?
2.4
What is included within the Service Level Agreement? And are the escalation procedures explained?
2.5
Is there a software support website, available 24/7, with user self service?
2.6
Have you checked what services and support are available from the support website? eg a searchable knowledgebase, downloadable software fixes, product updates, fault submission, training courses, forums?
2.7
Is there a support centre or help desk, available 24/7, or for specified times each day?
2.8
Can support be contacted directly? eg by telephone, email, or can you only use the self service facility?
2.9
Can you actually speak to a knowledgeable customer support / help desk person?
2.10
Are there multiple ways to contact support or log a software fault or query?
2.11
Are there defined time scales for responding to queries / software faults?
2.12
What is the cost of support?
2.13
Are there support usage penalties, eg costs, limits, availability?
3
Training
3.1
What user training is offered?
3.2
How is training provided? eg courses, online self-study, how-to videos, instructor led training, manuals?
3.3
Are there open / public training courses, or company specific, configurable training courses?
3.4
Do they provide on-going training eg workshops or seminars, to keep user skills up-to-date?
3.5
What are the rates / charges for these services? How many days are required? What is the total cost?
4
System documentation
4.1
What system / online help is provided?
4.2
Are there installation and set up instructions?
4.3
Are there user guides / system documentation?
4.4
Are these chargeable?
5
Customer liaison
5.1
Is there a designated customer liaison person to contact eg account executive, should the need arise?
5.2
Can they act as the go-to resource and handle requests that fall outside their direct responsibility?
5.3
Is there regular vendor contact eg via email, phone, mail and face-to-face meetings?
5.4
Are there annual conferences, user group meetings, workshops, events, web seminars?
5.5
Is this customer liaison support chargeable?

Below is an example of a due diligence

checklist for ‘Software Vendor Support’. The

due diligence checklist includes over 25

items that range from support for ongoing

live running, to training, system

documentation and customer liaison. All

items should be verified before acquiring

new software.

For more due diligence checklists and questions, visit: Software vendor support, Implementation support, Reference site visit checklist, Vendor accounts, Vendor personnel, Vendor software product development, Software payment terms, Final software decision, Software agreement checklist
Due Diligence Checklist - Software Vendor Support For use in software system selection
© 2020 Axia Consulting Ltd
All rights reserved. Contact Us
Ref
Due Diligence Checklist - Software Vendor Support
Yes/ No
Results
1
Have you identified the minimum support you will need with ongoing live running?
2
Ongoing Support
2.1
What is covered / not covered under software support?
2.2
Are there multiple levels of software support? And if so, what is included within each level?
2.3
How does support differ between the implementation and ongoing live running?
2.4
What is included within the Service Level Agreement? And are the escalation procedures explained?
2.5
Is there a software support website, available 24/7, with user self service?
2.6
Have you checked what services and support are available from the support website? eg a searchable knowledgebase, downloadable software fixes, product updates, fault submission, training courses, forums?
2.7
Is there a support centre or help desk, available 24/7, or set times each day?
2.8
Can support be contacted directly? eg by telephone, email, or can you only use the self service facility?
2.9
Can you actually speak to a knowledgeable customer support / help desk person?
2.10
Are there multiple ways to contact support or log a software fault or query?
2.11
Are there defined time scales for responding to queries / software faults?
2.12
What is the cost of support?
2.13
Are there support usage penalties, eg costs, limits, availability?
3
Training
3.1
What user training is offered?
3.2
How is training provided? eg courses, online self-study, how-to videos, instructor led training, manuals?
3.3
Are there open / public training courses, or company specific, configurable training courses?
3.4
Do they provide on-going training eg workshops or seminars, to keep user skills up-to-date?
3.5
What are the rates / charges for these services? How many days are required? What is the total cost?
4
System documentation
4.1
What system / online help is provided?
4.2
Are there installation and set up instructions?
4.3
Are there user guides / system documentation?
4.4
Are these chargeable?
5
Customer liaison
5.1
Is there a designated customer liaison person to contact eg account executive, should the need arise?
5.2
Can they act as the go-to resource and handle requests that fall outside their direct responsibility?
5.3
Is there regular vendor contact eg via email, phone, mail and face-to-face meetings?
5.4
Are there annual conferences, user group meetings, workshops, events, web seminars?
5.5
Is this customer liaison support chargeable?

Axia Consulting