Tell us about your customer support. 

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When evaluating an ERP (Enterprise Resource Planning) system, it is essential to understand not just the software's capabilities, but also the quality and extent of the vendor's customer support program. 

 

1. Support Tiers: "What different levels or tiers of customer support do you offer, and what's included with each?" 

2. Response Time: "What are the average response times for support requests, and are these times different based on the severity or urgency of the issue?" 

3. 24/7 Support: "Is your support team available 24/7? If not, what are the hours of operation?" 

4. Dedicated Support Representative: "Do we get a dedicated customer support representative or account manager who understands our specific setup and needs?" 

5. Support Channels: "Through which channels can we reach out for support? (e.g., phone, email, live chat, ticketing system)" 

6. Training Resources: "What type of training materials, webinars, or online resources do you provide to help our team make the most of the ERP system?" 

7. Escalation Process: "If an issue isn't resolved in a timely manner, what is the escalation process? How do you ensure more complex problems are addressed adequately?" 

8. Feedback Loop: "How do you gather and implement feedback from customers about the ERP system and the support experience?" 

9. System Updates and Maintenance: "How do you notify customers about system maintenance or updates, and do you offer support during these times to address potential issues?" 

10. Knowledge Base: "Do you have a comprehensive online knowledge base or community forum where we can find solutions to common problems or learn best practices from other users?" 

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