Blackboard, SunGard and rSmart : A Client’s Take on Support, Oh My.

“Support” in the context of this posting is that service for which a client contracts that includes a way to report issues to a vendor such that the vendor is expected to respond with a resolution. That’s just basic, right? Unfortunately with technology vendors the evaluation of which vendor to choose for ones initial purchase is so complex that it can not and does not include an evaluation of the structures and process the vendor has in place to provide that support. This leads to wide disparity among technology vendors as to how they resource support and what they think … Continue reading Blackboard, SunGard and rSmart : A Client’s Take on Support, Oh My.