In an organization that has implemented an ERP, post-implementation and system go-live, the implemented ERP becomes the framework upon which almost all the business transactions, communications, and information retrieval happen. Breakdown in any functional area in ERP means work coming to a standstill in all related operational areas. For instance, an interruption in the generation of invoices can put all dispatches on hold.
A practical and competent framework for service delivery to ensure system uptime and realistic service level agreement becomes extremely important. Overarching claims of unshakable support service hardly ever can hold ground when faced with real-life challenges, especially in the cases of tax compliance, uninterrupted dispatches, information sharing with bankers or investors, or audit.
Smooth and uninterrupted running of the implemented solution is vital for sustaining the organization’s efficiency and productivity. An easily accessible support service thus becomes indispensable. It is sensible to verify the scope and delivery methodology of support service before launching a project for ERP implementation.
This small exercise would help you acquire sufficient confidence in the quality of support that you can expect from your ERP Software Provider/ ERP Implementation Partner/ Systems Integrator. Moreover, this exercise would also help you quantify and justify the value of the free or paid support services.
Support service is the techno-functional assistance provided by an ERP Software Provider/ ERP Implementation Partner/ Systems Integrator in the event of a breakdown or erroneous functioning of any process in the implemented ERP Application Software.
The support service is provided within the free support duration or under an Annual Maintenance Contract (AMC) for the implemented software.
In cloud solutions, the annual subscription for the software takes care of required support services. However, for an on-premise solution, AMC is payable for software licenses AND implementation of the software.
Generally, the scope of work and deliverables under support services may cover the following except in case of explicit exclusions from the contract:
ERP Software Providers/ ERP Implementation Partners/ Systems Integrators provide FAQs – answers to queries related to generic issues. It addresses common problems encountered by users in day-to-day usage of ERP.
In addition to FAQs, ERP Software Providers/ ERP Implementation Partners/ Systems Integrators provide online comprehensive user manuals that focus on processes and workflows defined in the system, anticipated misinterpretations of fields, and general assumptions. A manual that only describes the theoretical concept of processes or workflows is of no practical use to an average user.
Lastly, as a standard practice, the terminologies and nomenclature for terms used in the documentation or the software follow universally accepted terms. The nomenclature for terms in the documentation and the software should not be proprietary. It confuses users from varied backgrounds and exposures (Is the purchase requisition referred to as purchase requisition or an indent).
Systematic channels of communication are vital for the timely resolution of open issues. A convenient, easy-to-adapt, and structured framework is indispensable for the timely resolution of issues. It means that the support framework should be easy to follow; should be known and understood by all users; moreover, the framework for support should be pre-defined and predictable.
You may communicate issues encountered in the system to the support service team in several ways. The problems in ERP may be reported offline; through a periodic report or an online ticket-based call-monitoring system.
Generally, in offline systems, the status of issues is reported back to users through a periodic report. Whereas in an online ticket-based call-monitoring system, it’s accessible to all authorized users of the system.
Irrespective of the nature of the support framework, an effective support service system has a laid down escalation procedure for issues that remain unresolved within the service level agreement (SLA) or the user’s dissatisfaction with the solution provided by the support service.
Although satisfaction is subjective, however, a mutually acceptable solution to the problem cannot be overlooked. The escalation procedure enables timely intervention of relevant senior persons who may address the contentious issues for working out a mutually acceptable solution. The support service system should also have an issue closure sign-off process; this is to be done by the user within the scope of the implemented solution.
There are exclusions from the scope of work of support services, which are helpful to right-size expectations. Some of the generally accepted exclusions are listed below for reference:
Service level agreement with the ERP implementation partner defines the response and issue resolution time depending upon the severity level of the reported problem. The SLA for critical issues may be immediate. On the other hand, the SLA for resolution time for cosmetic issues may be more.
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