The ongoing relationship.
WHAT TO ESTABLISH
A named contact on each side Regular review An escalation path Agreed response expectations
WHAT REGULAR REVIEW SHOULD COVER
Issues outstanding Service against commitments Upcoming changes Costs and licensing Roadmap relevant to you
WHY ROADMAP MATTERS
It affects your own planning, and reveals whether the product is invested in.
WHAT DECLINING INVESTMENT LOOKS LIKE
Few releases Support quality falling Staff turnover at the vendor Acquisition
WHAT TO DO ON SEEING IT
Assess your exposure, and plan.
WHAT TO TRACK
Issues raised, resolution times, and recurrence.
WHY RECURRENCE SPECIFICALLY
It indicates problems addressed superficially.
WHAT TO RAISE FORMALLY
Persistent failures against commitments.
WHAT LEVERAGE YOU HAVE
Renewal.
WHEN TO USE IT
Before it, not after.
WHAT TO PREPARE BEFORE RENEWAL DISCUSSIONS
Usage data Issue history Alternatives assessed
WHY ALTERNATIVES SPECIFICALLY
A credible alternative changes the conversation.
WHAT TO MAINTAIN REGARDLESS
A professional relationship, since you depend on them.
