Accounting Software Support; find out before you buy!

One of the most important pieces of the puzzle when choosing an accounting software vendor is what sort of technical support is offered. Choosing the right accounting system, at the right cost, with an experienced consultant to implement the system is important. But what happens after your help leaves, and something goes terribly wrong? Who do you call - the consultant that implemented the system, or the software company who sold you the software?

Here are some questions to ask the vendor before purchasing your accounting software:

1. Does your accounting software provider offer technical support?

Before calculating the cost of your new system, be sure you’re adding the implementation costs as well as the yearly technical support fee to the cost of the system. Do not underestimate the importance of technical support.

2. 24/7! How often is accounting software support available?

If you have a technical problem with the accounting system, you may not want to wait until the next business day before the problem is fixed. Problems with hardware, software or databases should be resolved as quickly as possible, especially, when issues tend to arise during mission critical times. Often times a vendor support line may only be available during "business hours", but your consultant may be able to give you a cell phone number for after-hours contact.

3. How are technical issues resolved, via phone or remote session?

Sometimes talking someone through a technical issue is not as effective as actually walking someone through it via a remote session. The ability for a support technician to access your data and remote in to your problem is far more effective and less stressful than simply trying to explain the solution.

4. Are the providers’ technicians trained in all areas?

If you are implementing new modules, third party products, or highly technical solutions (such as integration or custom programming), make sure you have access to technicians able to support these solutions. Getting specific names of individuals or perhaps an elevated level of response may be helpful. Having trained, experienced, technicians is more important than having just somebody to try and solve your problems.

5. Specific Service Level Agreement

This should include uptime, security, and customer service metrics such as response time and unresolved issue escalation. If you have a problem, and your issue is not resolved in a reasonable manner, you should have some recourse.

Bottom line

In most cases, accounting software is only as good as the people behind it. Without the proper support, the software will not provide the optimal return on your investment. It is crucial that a software provider offer on demand technical support that is easily accessible and results in quick resolution of issues.

About the Author

John S. Francis graduated with his MBA from Southern Illinois University- Carbondale in 1985. Since that time he has worked in various accounting professions. From 1996 to 2009, he was founder and President of one of the country’s leading accounting software implementation firms. Acknowledged as a "Top 100 Technology Pacesetter" and a "Killer VAR" by Accounting Today magazine, and a "Top 100 Value Added Reseller" by Accounting Technology magazine, his firm successfully managed accounting system implementation and training engagements for thousands of clients worldwide. In 2009 he began working on accountingsoftwaresuccess.com, a site dedicated to assisting accounting professionals with their search, selection, implementation and use of accounting systems. The site contains several tools to assist accounting professionals with their accounting software research including an Accounting Software Selection Tool and an Accounting Software Articles Library.