Understanding Implementation Support
Definition
Vendor-provided assistance during software deployment, including technical guidance, configuration support, and issue resolution. Implementation support typically includes dedicated project management, technical consultants, training resources, escalation procedures, and post-go-live stabilization assistance. RFPs should define support scope, hours, response times, and duration to ensure adequate vendor commitment during the critical deployment phase.
Why This Matters
Implementation phase is where vendor promises meet reality. Without adequate vendor support—dedicated resources, escalation paths, expert guidance—deployments stall and costs escalate. RFPs must define support scope: hours committed, response times, escalation procedures, and post-go-live stabilization duration. Insufficient implementation support is the primary driver of implementation failures and budget overruns.
Related Terms
Showing semantically related terms from our RFP knowledge graph. Priority connections are highlighted.
Essential Connections
Implementation
Implementation & Deployment
The process of deploying, configuring, and operationalizing software after vendor selection, including data migration, training, and go-live activities.
Technical Support
Implementation & Deployment
Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email.
Customer Success
Implementation & Deployment
Proactive vendor support ensuring customers achieve desired outcomes through regular check-ins, usage analytics, optimization recommendations, and renewal management.
Onboarding Process
Implementation & Deployment
The structured approach to deploying software including project planning, system configuration, data migration, user training, testing, and go-live.
Service Level Agreement
Pricing & Total Cost
Contractual commitments defining expected service quality including uptime guarantees, response times, resolution timeframes, and penalties for non-compliance.
Implementation Questions
RFP Fundamentals
30-50 RFP questions covering onboarding timeline, training programs, data migration strategy, technical support, customer success resources, and change management.
Project Kickoff
Implementation & Deployment
Initial meeting establishing project scope, roles, timeline, communication protocols, and success criteria between vendor and customer teams.
Vendor Onboarding
Pricing & Total Cost
The structured process of integrating a selected vendor including contract execution, system access provisioning, stakeholder introductions, kickoff meetings, and project plan finalization.
Implementation Costs
Pricing & Total Cost
One-time expenses for deploying software including project management, configuration, customization, data migration, integration development, and training.
Showing 9 semantically related terms ·Browse all 200 terms
Related RFP Templates
Explore our top RFP templates - all 75 templates include questions about implementation support