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Performance, Product and Service Warranties pre-implementation
These warranties are linked to the adherence to project cost, quality, scope and timelines.
Performance, product and service Warranties & Service levels post-implementation
- Service level definition:
What are the service level definitions for sev1/sev2/sev3 incidents? This to include the time taken to acknowledge the problem, deliver the work-around and solve the problem. One has to be careful to know the differences for Example ‘Finding the work-around’ vs. ‘developing & delivering the solution.
Typically a Vendor is tempted to appear good on SLA reporting vis-a-vis actual resolution of the problem. As you get into the contractual stage, you can add following points:
- There should be no recurrence of the problem due to the same reason, if Vendor has confirmed the delivery of correction.
- Vendor to give a detailed account of what and why of the problem.
- Defect and incident definitions:
What are the defects definitions? Each Vendor may have slightly different definition. To ensure that there is no misunderstanding; one should place 5-10 Examples of what can sev1-sev2-sev3.
Contrary to a general belief, an information management platform (like Data Warehouse) may have a sev 1 problem. This occurs, when critical operational reports, which drive the operations flows, are delayed.
- Performance failure penalties:
This is a tricky one. If you keep it, you end of having a fairly strained relationship as many times it’s difficult to assign the true responsibilities of delay.
PLEASE REFER DELIVERY EVALUATION MATRIX Execution-MiHPractice Tool to enable an effective DELIVERY CAPABILITY Evaluation for a tool/solution provider.
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