Forums for the Business Analyst

 
  Modern Analyst Forums  Business and Sy...  Requirements  QoS - Quality of Service Requirements Question
Previous Previous
 
Next Next
New Post 7/22/2014 2:34 PM
User is offline RSarumi
1 posts
No Ranking


QoS - Quality of Service Requirements Question 

Hello everyone, first let me apologize for any rambling in my question. I'm a BA in the phase 2 of a software implementation project.

Prototype was successfully developed in Phase 1, but the project was shelved for a couple of years and has now been picked up again. However, upon completion of phase 1, my employer  purchased advanced support services from the vendor for coverage post Phase 2 (btw. I was hired during the planning phase of phase 2).  

The advanced support services contract addresses response times to all severity levels defined in the contract. As for resolution times, the contract simply states that "vendor shall use commercially reasonable efforts to acknowledge and resolve notification of issues.” We are close to signing the contract for phase 2 implementation and I have been trying to use the ongoing contract negotiations as a leverage to get the vendor to reconsider changing the language of the contract to include resolution times or sign-off on some Quality of Service requirements (with stated resolution times). So far, the vendor has not budged. I understand the vendor’s concerns and the legal ramifications of agreeing to stated resolution times, but I need to find a way to protect the interests of my employer as well.  Does anyone have any idea on how to get what I want or something close to it? Or is this a lost cause

 

Thank you for your help 

 

RSarumi 

 

 

 
New Post 7/27/2014 5:11 PM
User is offline Chris Adams
313 posts
5th Level Poster






Re: QoS - Quality of Service Requirements Question 

This is always a challenge.  No vendor wants to be on the hook for something that is an unknown.  However, if you are creative you might be able to work around this.

Let's say a problem is identified and recorded. Your contract outlines that the vendor will respond within a certain period of time.  What is a response?  Does that mean they just acknowledge the reported issue?  They should be able to diagnose and triage issues within a certain agreed upon time frame as well.  Once they understand the issue, have diagnosed and triage it, then they should be able to provide an estimate for the amount of time it will take to fix it. This is the unknown.  However, you can maybe have something in the contract that states once an estimate is provided that the problem will be fixed in a time that is no longer than 150% of the estimate (150% being an arbitrary example).  The point here is that they are agreeing not to sit on the issue indefinitely and you are ensure it will get done.  If they go beyond the 150% there would be some kind of monetary penalties applied.


Chris Adams
Core Member – ModernAnalyst.com
LinkedIn Profile
 
Previous Previous
 
Next Next
  Modern Analyst Forums  Business and Sy...  Requirements  QoS - Quality of Service Requirements Question

Community Blog - Latest Posts

Digvijaybook
Digvijaybook
Analytics is the future of the business industry. Businesses and organizations today run on data and its interpretation. Its correct evaluation is the fundamental key to success. And business analysts are the guides to it. It is a very prosperous industry and has a lot of potential for talented people. To even qualify, you require more than just...
1 Responses
Samuel02
Samuel02
With the advent of modern-day cloud infrastructure, many business-critical applications like databases, ERPs, Marketing applications have all moved to the cloud. With this, most of the business-critical data now reside in the cloud. Now that all the business data resides on the cloud, companies need a data warehouse that can seamlessly store the da...
0 Responses
BPM_online
BPM_online
Bpm'online, a global business software company leading in the space of low-code, process automation, and CRM, will be soon announcing their new company name. The new name will be launched in the sky via a breathtaking skydiving performance involving 160 bpm’online employees, including the CEO. The new name of bpm’online is to be fo...
0 Responses




Latest Articles

Copyright 2006-2019 by Modern Analyst Media LLC