The Hidden Aspect of Software Purchases

Flashy interfaces and feature lists are easy to sell. The real product you buy is the company that will maintain, support, and evolve the software over time. If the vendor isn’t committed, a beautiful UI won’t save you from downtime, costly workarounds, or stalled roadmaps.

Real-world use exposes edge cases, integration gaps, and performance problems that demos never show. How the vendor responds to those issues determines whether the software becomes an asset or a liability.

Practical Questions to Ask Before You Buy

• Will they fix bugs quickly — What are typical response and resolution times for critical issues?

• Will they collaborate on workarounds — Do they provide hands-on help when custom fixes or temporary solutions are needed?

• How do they prioritize customers — Are roadmaps influenced by customer needs or only by strategic product initiatives?

• Can the product handle your workflows — Have they supported customers with similar constraints or edge cases?

• What’s their long-term commitment — Are they investing in the product or likely to sunset it after acquisition or strategy shifts?

Great things to define before buying

Have a clear Service Level Agreement (SLA) in place that specifies:

• Service scope — What services and features the SLA covers.

• Performance targets — Measurable metrics such as uptime, response time, and resolution time.

• Measurement and reporting — How performance is tracked and reported and the reporting cadence.

• Remedies and penalties — Credits, penalties, or other remedies if agreed targets are missed.

• Escalation paths — Defined contacts and steps for unresolved or critical issues.

• Duration and review — Effective dates, renewal terms, and periodic reviews

SLAs set clear expectations, create measurable accountability, and reduce ambiguity about vendor obligations, helping ensure all stakeholders share an accurate understanding of the working relationship.

Zenith Point Innovations can guide you through vendor evaluation, SLA negotiation, and pilot design. Contact us to get started.