It is essential that the vendor offers adequate training and ongoing support for their system. You should get full details of this and any additional costs ahead of signing up with them.

Example questions

Training provision
  • What training will be provided and what will be the duration?
  • Will this be provided directly by you or subcontracted? If subcontracted, specify name and address of subcontractor.
  • Is the cost of the training included in the price?
  • What materials (e.g. user guides) will be provided?
  • Will we be assigned a dedicated account manager during the onboarding process and/or on completion of any set-up period?
Support and maintenance
  • Will we be provided with a dedicated, low-cost helpdesk number?
  • What hours will the helpdesk be available? What will be the response time for calls?
  • Do you expect any queuing on automated call routing system?
  • Is there any limit to the number of helpdesk calls? Please detail any additional costs that are included in the contract.
  • Will it be possible to email the helpdesk at a unique email address? If so, what is the expected turnaround time for responses?
  • Will we have access to a dedicated online support portal? Will this offer a live chat facility?
  • Do you offer remote access for support enquires? If so, please detail.
  • Please provide details of the extent of the support the help desk will provide.

IT Procurement Guide

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