Wie bewerten Sie den Kundensupport und die Service Level Agreements von ERP-Softwareanbietern?

Evaluating customer support and SLA of ERP software is crucial to ensure that organization receive timely assistance and meet its operational needs 1 What all customer support channels are available like phone support its response time, email support and live chat support 2 Review SLA to understand guaranteed response time for different type of support request, check if vendor offer uptime SLA for system availability 3 Understand escalation procedures for unresolved issues including how and when escalation occur 4 Check if regular customer satisfaction survey are sent to gather feedback on support experience 5 Review survey result and assess vendor responsiveness 6 Identify KPI used to measure SLA compliance, frequency of reporting

A couple of things jump immediately to mind: 1. Rigorous SLAs, with penalties for consistently missing them. 2. Proven expertise, with customer references and reviews. 3. Demonstrable knowledge of the application in question.

ERP Customer support, like Implementations involves 50% functional, 25% product, and 25% people skills. 1) You need to evaluate your support candidates extremely well, in case of direct hires. I find it better to migrate product trained members from other internal teams like testing, if they possess the required people skills. 2) A well defined escalation channel needs to exist, which ensures that the customer is assured of an appropriate from the first response to the final resolution confirmed by the customer. 3) You need to have functional and product all-rounders in your support team whose expertise is not restricted to only a few limited modules.

A avaliação dos contratos de suporte ao cliente e nível de serviços dos fornecedores de ERP envolve diversos aspectos importantes. Segue algumas etapas que você pode considerar: Escopo do suporte: Analise o escopo do suporte oferecido pelo fornecedor de ERP. Isso inclui os serviços cobertos, como suporte técnico, atualizações de software, resolução de problemas e treinamento. Disponibilidade e tempo de resposta: Verifique a disponibilidade do suporte e os tempos de resposta garantidos pelo contrato. Isso é crucial para garantir que você receba assistência rápida sempre que necessário.

Look for vendors that guarantee timely response and resolution times, particularly for critical or urgent issues. Transparent SLAs instill confidence in the vendor's commitment to customer satisfaction and enable you to effectively manage expectations.

A avaliação dos contratos de suporte ao cliente e nível de serviços dos fornecedores de ERP envolve diversos aspectos importantes. Segue algumas etapas que você pode considerar: Níveis de serviço (SLAs): Examine os níveis de serviço estabelecidos no contrato, como tempo de resolução de incidentes, disponibilidade do sistema e tempo de atividade garantido. Certifique-se de que os SLAs atendam às necessidades do seu negócio. Escala de suporte: Considere a capacidade do fornecedor de ERP para fornecer suporte em diferentes níveis, desde problemas simples até questões mais complexas que exigem intervenção técnica especializada.

Verify the qualifications of the vendor's support staff, emphasizing certifications and practical experience in handling diverse and complex issues.

When evaluating ERP software vendors, consider the scope and quality of their customer support. Look for vendors offering comprehensive, tailored support plans that meet your specific needs, such as dedicated account managers, on-site visits, training sessions, or customized solutions. Ensure they have certified and experienced support staff capable of handling complex issues. Additionally, assess their problem-solving skills, professionalism, and courtesy to ensure high-quality support.

Evaluating the scope and quality of customer support from ERP software vendors involves a thorough examination of several key factors. Availability of assistance for technical issues, such as system errors, bugs, and performance issues. Help with using the ERP system's features, such as training and guidance on best practices. Support during the initial setup and customization of the ERP system. Assistance with system upgrades, patches, and ongoing maintenance.

The scope should cover not just technical issues, but also functional guidance and best practices. Quality-wise, I value support teams with deep product knowledge and industry expertise. In my experience, vendors that offer tailored onboarding and training programs tend to have better overall support quality.

Look for detailed provisions outlining uptime guarantees, response times, resolution targets, and escalation procedures, empowering you to hold the vendor accountable for meeting agreed-upon standards.

Evaluating the service level agreements (SLAs) and guarantees provided by ERP software vendors is crucial to ensure you get the necessary support and service quality. Look for a high uptime percentage, typically 99.9% or higher. This indicates the reliability of the ERP system. Understand how downtime is calculated and what is excluded (e.g., scheduled maintenance). Check the guaranteed time for an initial response after reporting an issue, often categorized by severity (e.g., critical, high, medium, low). Look for defined timelines for resolving issues, again categorized by severity.

The following should be considered when assessing SLAs; 1. Uptime and Availability 2. Response and Resolution Times 3. Support Availability 4. Scope of Support 5. Change Management 6. Performance Metrics 7. Termination and Exit clauses

I carefully review SLAs for response times, resolution times, and system uptime guarantees. I look for clearly defined severity levels and corresponding response commitments. From personal experience, I'd suggest negotiating SLAs that align with your specific business needs and peak operating hours.

When evaluating ERP software vendors, scrutinize their service level agreements (SLAs) and guarantees. These contractual commitments outline the minimum service and performance standards, including metrics like uptime, availability, reliability, speed, security, and backup. Choose vendors with clear, realistic SLAs that align with your business needs and goals. Additionally, prefer vendors that offer penalties or compensation for SLA breaches or failures, ensuring accountability and reliability.

A avaliação dos contratos de suporte ao cliente e nível de serviços dos fornecedores de ERP envolve diversos aspectos importantes. Segue algumas etapas que você pode considerar: Custos e tarifas: Avalie os custos associados ao suporte e aos serviços adicionais. Isso inclui não apenas as taxas básicas, mas também custos extras por serviços especiais ou horas extras de suporte. Histórico de desempenho: Pesquise o histórico de desempenho do fornecedor em relação ao suporte ao cliente e ao cumprimento dos SLAs. Isso pode incluir revisões de clientes anteriores, avaliações de terceiros e relatórios de desempenho do fornecedor.

Transparency in ERP Support: Monitoring SLAs 📊 When evaluating ERP vendors, look for those who offer transparent and reliable methods for monitoring service levels. Clear tracking of SLA performance ensures you’re always informed about the quality of support you’re receiving.

When evaluating ERP software vendors, scrutinize their service level agreements (SLAs) and guarantees. These contractual commitments outline the minimum service and performance standards, including metrics like uptime, availability, reliability, speed, security, and backup. Choose vendors with clear, realistic SLAs that align with your business needs and goals. Additionally, prefer vendors that offer penalties or compensation for SLA breaches or failures, ensuring accountability and reliability.

Schedule regular review meetings with the ERP vendor to discuss performance reports and provide feedback, discussing recurring issues and potential improvements. Maintain a log of all incidents, tracking their nature, resolution time, and follow-up actions to identify patterns and areas for improvement, and perform root cause analysis for major incidents to prevent recurrence. Analyze long-term performance trends to identify areas for improvement and work collaboratively with the vendor to implement these improvements, ensuring they are proactive in enhancing service levels. Define and communicate an escalation process for critical issues requiring immediate attention beyond regular support.

Para asegurar que los SLA se cumplan es importante validar lo siguiente: Informes de Desempeño: Revisa si el proveedor proporciona informes regulares sobre el desempeño del servicio y el cumplimiento de los SLA. Auditorías Externas: Pregunta si se realizan auditorías externas para validar el cumplimiento de los SLA.

This is critical. The only way to ensure the vendor is upholding their end of the bargain is a transparent and open relationship with regular communication. Both sides client/agency need to be willing to; - meet on a regular basis. - take accountability for issues on their own side of the agreement - use real data to measure the performance of the vendor - understand and treat exceptions to the typical rules of the SLA depending on the environment and nature of the relationship between agency and client.

When evaluating ERP software vendors, consider their commitment to reviewing and improving service level performance and quality. Look for vendors with continuous, systematic processes to enhance customer support and SLAs. Choose those who actively solicit and incorporate your feedback to improve service delivery and satisfaction. Additionally, prefer vendors with flexible, adaptable SLAs that can accommodate your evolving business needs and expectations.

I value vendors that proactively schedule periodic SLA reviews. This shows a commitment to continuous improvement. In my past roles, I've found that vendors willing to evolve their SLAs based on changing business needs tend to be better long-term partners.

A avaliação dos contratos de suporte ao cliente e nível de serviços dos fornecedores de ERP envolve diversos aspectos importantes. Segue algumas etapas que você pode considerar: Termos de rescisão e renovação: Analise os termos relacionados à rescisão do contrato e renovação automática. Certifique-se de entender as condições de rescisão antecipada e se há penalidades associadas. Cláusulas de garantia e compensação: Verifique se o contrato inclui cláusulas de garantia e compensação caso o fornecedor não cumpra os termos acordados, como não atender aos SLAs ou causar interrupções no serviço. Ao revisar estes pontos com cuidado, você pode garantir que está fazendo um grande negócio.