Multiple support packages are offered with different SLAs (service level agreements)

Description

Vendor offers multiple support packages with different Service Level Agreements (SLAs). These packages should be tailored to meet the varying needs and budget ranges of the users.

Example Use Case

Scenario: A large enterprise uses a CPM software to analyze and manage their corporate performance data. They have a diverse range of users from different departments, each with varying levels of technical expertise and support needs.

Solution: The CPM software vendor should offer multiple support packages, each with different SLAs. For instance, a basic support package could offer assistance during business hours with a response time of 24 hours, while a premium package could offer round-the-clock support with a guaranteed response time of just a few hours. This flexibility allows the enterprise to pick a plan that best suits their support needs and budget constraints.

Considerations

CPM software is generally not as mission critical as something like an ERP or Accounting system. Be sure not to overpay for support options that you will not use.

If signing a long term contract with an enhanced support agreement, see if you can drop it in year 2 with no penalty.

Questions to Ask a Vendor

• Variety of Packages: What are the different support packages you offer, and what does each include?
• SLA Specifications: Could you explain in detail your SLAs for each support package? What are the response times, and how are issues escalated?
• Cost Analysis: How does the cost of each support package relate to the level of service provided?