Go-live is the start of using the system, not the end of the project. A support agreement sets out how you get help, how fast, and what it covers.
What it covers
- Questions from users on how to do something
- Problems where the system does not behave as it should
- Small changes: a new report, a field or an approval step
- Upgrades and patch releases
How a request is handled
- You raise it by email, phone or the help desk
- It is logged with a reference and a priority
- Urgent problems that stop trading are answered first
- You are told when it is fixed, and what was done
What to agree in writing
- Response times for each priority
- Hours of cover
- A named contact who knows your setup
- How larger changes are scoped and priced


