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ERP support discussion

ERP support discussion
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1. Botique support firms

A. Starts with a support bucket of hours and charges based on tickets after consuming the bucketed hours
B.
Pros: 
-Low cost and pay for what you use
Cons:
- May do a multi-tenant support and SLAs and QoS may be impacted
- May lack breadth and depth functional expertise needed. 

2. Larger IT support firms (heavy outsourcing)

Pros:
- Strong support expertise and access to broad functional knowledge
- Some firms have strong strategic expertise as well
Cons:
- Service attention based on strategic value of account and potential for more business
- Heavy outsourced staff heavy to cut costs and generally slower and quality of service may be inconsistent

3. Strategic support

Market offering does not have purely "lights on" support.  Strategic support
- Implementation+Support
- Process transformation+Support
-Strategic enhancement+support

Higher cost of resources, focus on people's career and experiences and market positioning

Pros: Higher quality of service, robust governance in place, solid breadth and depth of functional expertise across process and technology, focus on end strategic outcomes vs tactical goals
Cons: Cost
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