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at Financial Technnology Year
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1. Service level agreement
Formal commitment to specific service and performance levels
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2. Upgrade assistance
Support provided for system upgrades and migrations
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3. Release frequency
How often new versions or updates are released
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4. Professional services
Availability of specialized consulting services beyond basic support
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5. Training options
Number of different training delivery methods available (in-person, virtual, self-paced)
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6. User community
Forums or networks for system users to share knowledge
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7. Dedicated account manager
Assignment of a specific contact person for account management
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8. Implementation timeframe
Typical time required to fully implement the system
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9. Implementation services
Vendor-provided assistance with system deployment
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10. Response time guarantee
Maximum time to acknowledge and begin addressing support issues
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11. Support channels
Number of different ways to contact support (phone, email, chat, etc.)
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12. 24/7 support availability
Support services available at all hours, every day
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