Support hours match our working hours

Description

This requirement involves ensuring that the operational hours and availability of technical or customer support for the software vendor match the working hours of the user's organization. It is critical in minimizing downtime and ensuring any technical issues or user queries can be handled promptly within the organization's operational hours.

Example Use Case

Scenario: A globally dispersed organization utilizes CPM software for real-time financial tracking and analysis across different time zones. The headquarters operates on a 9-5 schedule in Eastern Time, but the branches in Europe and Asia have drastically different working hours.

Solution: Selecting a CPM software vendor that provides extended support hours or 24/7 customer service can help cater to the needs of teams across varying time zones. This ensures that all teams, regardless of their location and working hours, have access to prompt and effective support when needed.

Considerations

If the vendor does not offer 24/7 support in your region, they may offer support via a partner in your region. Support does not always from straight from the vendor.

You may also investigate managed services through a partner in your region, especially if you are considering that partner for implementation as well.

Questions to Ask a Vendor

• Support Hours: What are your standard hours of support? Do you offer extended hours for an extra fee?
• Flexibility in Support Hours: Can support hours be adjusted or extended to match our operational hours, especially for an organization that operates in multiple time zones?