8 Questions to Ask a Private Capital Software Provider about Customer Support
Looking for the right fund management software to fit your needs can seem like a daunting task.
One way to ensure your getting the most from your software is to find out what level of support you will get with the investment.
1. Do you offer in-house support?
Ask, if the support team is outsourced or handled in-house. With outsourced support, you might expect a disconnect from the team that sold you the software or the team that implemented the software.
2. What is included with support?
Is support included in their license agreement or is there an additional cost? Even small support questions add up to large costs if you’re paying extra to contact support. Some support desks might charge a per-incident cost as well.
3. How is support metered?
Most companies allot a certain amount of support time for each client and if you exceed that limit you may have to pay for support at that point. It’s important to find out whether there is a limit and if so, what that limit is.
4. What are the hours for support?
Is support offered 24-hours every day or only during business hours?
5. How can you contact support?
Are they accessible via email, on the phone, or through the software itself?
6. Is the support team multilingual?
Can the team support other languages?
7. Does the support team understand the industry?
Find out if the support team is knowledgeable about the product and the industry. It’s important to understand whether you support team will be able to answer technical questions as well as questions that are specific to the private equity industry. And along those same lines, you should be aware of whether there are multiple channels for support-.-one for technical questions, one for industry questions, etc.–depending on your issue.
8. What is the average response time and the average case time?
Most organizations will track these stats and can tell you how long you can expect to wait for an issue to be resolved.
By asking these questions, you should be able to find the right support you need for your fund management software needs.
You’ll find our customer support team are experts in the industry and can assist you with any questions you have. We give our clients a number of ways to get help throughout their technology journey.
Taking that access one step further, we created the Altvia Care Community as a place to explore instructional videos, how-to articles, product updates, and a place to provide feedback of our products.