Start Resolving Future Software Support Problems

During the software acquisition process, the parties are often ready to move past the terms of the contract and implement the software to start recognizing the benefits. Even before an agreement is reached, both parties usually expect that there will be some problems in all phases from implementation, configuration, testing, and operation of the software. So, it's important that both parties determine how future software support problems will be handled.

It is not necessary to anticipate every problem and determine out how such problems should be resolved, but it is important to have a plan – and a back-up plan – to get problems resolved. Although, it may be uncomfortable to discuss potential problems at the onset of the relationship, it can be better if both parties have a meaningful conversation about the problem resolution process and set real expectations.