I think it should be the implementation methodology as in my believe that when you choose an ERP solution you choose the implementation methodology with the provided functions. The team members and where they implemented solutions before, the training method and contents, what warranty after acceptance includes. These are the most critical aspects from my point of view.

Michael Krigsman

CEO, Asuret Inc.

Posted on Nov. 25, 2010

Your question actually consists of two distinct components: support and services.

Regarding support, ask vendors about their SLAs, support costs, what you get and can expect, turnaround time, and so on. Be sure to also find out the real costs of support over, say, a 5-10-year period. Support costs are usually based on list fees for the license, rather than any discounts off the license cost that you might receive. Therefore, be sure to factor these costs into your planning.

Services is a completely separate issue. Most important, find out the experience of the actual people working on your project. Do they have specific experience in your technical environment and industry segment, or will they be learning on the job at your expense?

Also of great importance, structure the contract to ensure the services vendor (whether from the software company or a third party) has skin in the game. For example, are payments dependent only on hitting certain milestones, or is there a quality component included? Beware of open-ended contracts where the vendor simply charges by the hour and can throw any resources they want at your project. Those situations are ripe of abuse--not that bad things always happen, but it's best to take preventive steps and avoid problems.