Ongoing support is commonly required during the first year after implementation. Most software vendors we represent have a basic online and phone support. Frequently, issues are more complex and ISSI is pulled into the mix. Often a well trained administrator can resolve most problems. Frequently the problem is a user error, not real technical problems.
A good guideline for support is 1-2 hours per user per year. The amount needed is affected by the amount of knowledge and general computer experience of the end-users and the amount of technical support available in-house. ISSI provides as needed support and fixed prepay hours and annual support plans. An Out-of-the-Box implementation often requires very little support. We recommend pay as you go for these installs. We recommend annual plans for more complex installations..
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