We all have maintenance agreements with our vendors, and when we signed the contract the table listing the response time is likely the only service level agreement that we review. The hardware, software, and solutions from your vendors that support your contact center agents and self-service channels act as mission critical elements to your overall customer support. We need to ask ourselves if our vendors are providing value through the support contract and contributing to the ongoing success of customer service, or do vendors provide no value and consider your support contract nothing more than a revenue stream.
Your support contract and the SLA needs to go beyond defining the response time for ‘high’ – ‘normal’ – ‘low’ issues and problems with your production environment. Vendors need to provide mission critical services and the following list provides a sample of the elements required to drive value from your support investment:
Adding the items above to your negotiations with vendors on support contracts ensures that they will add true value and become a partner in driving world class service to your customers. Do not allow your vendors to collect 15%, or even 20%, of the original solution price without putting more value into the support contract than just bug fixes and response targets.