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Home > Information Technology > Vendor Maintenance and Support Checklist

Vendor Maintenance and Support Checklist

1. Vendor Selection

Identify business needs and requirements.

Research potential vendors and solutions.

Evaluate vendor capabilities and reputation.

Request and review proposals from selected vendors.

Conduct vendor interviews and demonstrations.

Check references and past performance.

2. Contract Negotiation

Review contract terms and conditions.

Negotiate pricing and payment terms.

Define service level agreements (SLAs).

Establish confidentiality and data protection clauses.

Finalize contract and obtain necessary approvals.

3. Onboarding Process

Schedule an onboarding meeting with the vendor.

Provide necessary access and resources.

Set up communication channels and points of contact.

Train internal staff on vendor systems and processes.

Document onboarding procedures and expectations.

4. Ongoing Maintenance

Schedule regular check-ins with the vendor.

Monitor vendor performance against SLAs.

Keep records of support tickets and resolutions.

Conduct periodic reviews of vendor services and products.

Update internal documentation regarding vendor processes.

5. Issue Resolution

Establish a clear process for reporting issues.

Maintain a log of all issues and resolutions.

Communicate issues promptly to the vendor.

Follow up on unresolved issues and escalate as necessary.

Evaluate the effectiveness of the vendor's support in resolving issues.

6. Performance Evaluation

Conduct regular performance assessments of the vendor.

Gather feedback from internal users on vendor services.

Review compliance with SLAs and contractual obligations.

Provide constructive feedback to the vendor.

Determine if the vendor meets ongoing business needs.

7. Renewal and Exit Strategy

Begin renewal discussions well in advance of contract expiration.

Review vendor performance and value provided.

Assess the market for potential alternative vendors.

Establish a plan for transitioning services if needed.

Ensure all data and resources are returned or transferred appropriately.

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