20 Tough Questions to Qualify Any Software or Cloud Vendor

Quickly Determine the True Character of Vendors

How can you more quickly qualify and evaluate SaaS customer service and IT help desk software vendors?

This white paper discusses twenty groups of penetrating questions to ask SaaS Customer Service and IT Help Desk software vendors to determine their true character. A SaaS vendor is like a spouse. While "Dating" it is better to understand what life may be like after the "Honeymoon" is over. Ask these questions early in your qualification process to focus on the vendors that will be there for you long after they have your company's money. Use these questions to poke and prod at your list of vendors and then listen very carefully when they speak. What you learn will save you a great deal of time and money. Make sure to get their responses in writing!

Some topics covered include:

  • Uptime service level agreements
  • Support service level agreements
  • How to qualify a Data Center
  • Access to your data & rights
  • Source code escrow
  • Termination clauses, contract lengths, discounts, hidden fees
  • What if my company is dissatisfied?
  • What if my company finds better technology?
  • Deployment "out-of-box" or at what cost?
  • Preparing a TCO and comparing it to other alternatives
  • Vendor product roadmaps and commitment
  • Post implementation customization/configuration
  • Routine support vs. professional service fees

Click "Download White Paper" to read more about the twenty tough questions to ask to better qualify SaaS customer service and IT help desk vendors.

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms