Usage

Part of the Brightwork Research & Analysis enterprise software risk model, and a criterion of software measurement and part of the Software Selection Package.

Definition

Support is a critical measurement of any software vendor. They are the horse’s mouth on the software after the implementation is live; they have resources with many years of experience in the application. They will be going to source when the buyer’s internally trained resources cannot figure out the answer. It must also be understood that poorly designed software cannot be overcome with great support. Poorly designed software is a sad situation even if a great deal is invested in support because support is so expensive to supply. When an application is well designed, it means that the vendor support personnel can figure out what is wrong more quickly.