Comments on: LMS Customer Support Expectations http://elearningweekly.wordpress.com/2009/07/17/lms-customer-support-expectations/ Tips, Tricks, and Lessons Learned by B.J. Schone Tue, 01 Dec 2009 22:13:15 +0000 http://wordpress.com/ hourly 1 By: B.J. Schone http://elearningweekly.wordpress.com/2009/07/17/lms-customer-support-expectations/#comment-1208 B.J. Schone Sat, 19 Sep 2009 04:15:09 +0000 http://elearningweekly.wordpress.com/?p=681#comment-1208 You're absolutely right, Gary. Those are all very important factors to understand (and have outlined and in writing). I wonder if we (learning and training professionals) can learn from IT departments here. I believe they've generally been using SaaS solutions longer than training departments. I wonder if they have a typical list of questions to ask, factors to consider, etc., when it comes to SaaS. It's definitely something to keep in mind... You’re absolutely right, Gary. Those are all very important factors to understand (and have outlined and in writing). I wonder if we (learning and training professionals) can learn from IT departments here. I believe they’ve generally been using SaaS solutions longer than training departments. I wonder if they have a typical list of questions to ask, factors to consider, etc., when it comes to SaaS. It’s definitely something to keep in mind…

]]> By: Gary Hegenbart http://elearningweekly.wordpress.com/2009/07/17/lms-customer-support-expectations/#comment-1205 Gary Hegenbart Fri, 18 Sep 2009 20:46:53 +0000 http://elearningweekly.wordpress.com/?p=681#comment-1205 As software moves to the cloud and Software as as Service (SaaS) becomes the norm a whole new set of support expectations pop up: What is the up time guarantee? What is the data recovery plan? Is there a backup data center? Is there a development sandbox? Is there 24x7 monitoring? What is the notification process for scheduled downtime or upgrades? Who handles integration issues? I'm dealing with all of this now because our IT group likes SaaS solutions - they don't have to maintain servers or backups. It's up to me to deal with support issues with the vendor. It's good and bad, but I think it's just the way things are headed. As software moves to the cloud and Software as as Service (SaaS) becomes the norm a whole new set of support expectations pop up: What is the up time guarantee? What is the data recovery plan? Is there a backup data center? Is there a development sandbox? Is there 24×7 monitoring? What is the notification process for scheduled downtime or upgrades? Who handles integration issues?

I’m dealing with all of this now because our IT group likes SaaS solutions – they don’t have to maintain servers or backups. It’s up to me to deal with support issues with the vendor. It’s good and bad, but I think it’s just the way things are headed.

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