Finding long-term support after enterprise software implementation
Enterprise software vendors often provide a one-and-done setup that leaves internal teams hanging instead of sticking around for long-term support. After the cutover date, support drops off to odd requests and unhelpful delays like being asked to redo discovery or explain line-of-business apps from scratch. This lack of ongoing partnership forces teams to manage the system alone without reliable post-implementation help.
What people tried
Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.
Found another way around this?
Share your steps and trade-offs so fellow engineers don't have to reinvent the wheel. No account required.
- 1Looking into implementation partners and asking for recommendations for ongoing supportDid this help you?
- 2Ignoring or declining further requests and meetingsDid this help you?
- 3Charging exorbitant hourly or retainer rates for any post-transition helpDid this help you?
- 4Directing the new provider back to the handover documentation or software vendorsDid this help you?
In their words
Unedited, grouped by where they were said, most upvoted first within each place, each linked to the thread it came from.
“We handed over everything the MSP asked for at the start. After the cut over date we got the odd request here and there”source ↗
“it's been months, do your own damn discovery.”source ↗
“the new MSP asks us for a meeting to go over all their LOB apps etc... I declined the meeting of course.”source ↗
“I need a partner who can get us set up and then stick around for the long haul for support down the line. We really can't afford a "one-and-done" solution that leaves us hanging.”source ↗
Where this came up
People with this problem also raised
- 10Why is setting up NetSuite so confusing?
- 15Why is keeping up with software updates so exhausting?
- 2Why can't I talk to a real person on enterprise software support?
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