Clarify commissioning, customer input, acceptance and additional work before a service engagement starts.
Who is this for? Customers who want to prepare a service and avoid typical misunderstandings before the start of the project.
Use cases and context
A good inquiry describes the desired result and the starting position. A good agreement complements performance limits, participation and responsibility. Both help to formulate expectations in such a way that they can be reviewed later.
The terms project, service and support are used differently. The specific content is therefore decisive: What task is to be taken on, what information is required and what result should be available? Response times and availability are only promised if they are expressly part of the agreement.
The approach in detail
- Describe the goal, affected systems and desired date. Openly name known limitations and dependencies.
- Check the offer for scope, results, participation and exceptions. Specify unclear terms together before the start.
- Handle changes and acceptance in a comprehensible way. Evaluate additional requirements with their effects before they are planned as a commissioned scope.
Expected outcomes
- Shared understanding of the expected outcome
- Transparent participation and responsibility
- Recognizable limits and optional services
- Comprehensible handling of changes
Prepare for an informed decision
Contact persons, a system overview and a few typical examples help to prepare. Sensitive information can be added via a suitable channel after consultation.
Check who is allowed to make technical decisions and commercial approvals on the customer side. These roles can be different and should be considered separately in the process.
Questions and answers
Is every query already an additional order?
No. First of all, it is clarified whether it is part of the agreed scope. Additional services are visibly coordinated.
Who confirms a result?
The person responsible for this. Technical inspection, technical acceptance and commercial approval can be different steps.