General
2. What is the name of your company and how can we contact you? *
3. How old is your company? Is your company held by another company? Who are your strategic partners? *
4. Did you develop the product or service you are selling? If not, when did you acquire it? *
5. Is your application web based or a client/server application? *
a) If web based, what browsers are supported?
b) If client/server, what versions of Windows and MAC operating systems are supported?
c) Do you support mobile devices or is your content optimized for mobile devices? If so, which mobile platforms do you support? Is this through a native app or a mobile website?
6. How often are new releases of your application released? Who performs these upgrades? Are they disruptive to customers? Are they disruptive to the service availability? If so, when are they scheduled? How much notice do you give your customers before you perform an upgrade or have a planned outage? *
7. If your software is a hosted solution, please provide the historical uptime for the last 12 months. 36 months preferred. Please provide the “root cause” for any major unplanned outage. Is there a status update resource with current and historical status updates? Will this be used as a communication method during impaired service availability or outages? *
8. What Service Level Agreements (SLAs) do you provide for your application, hosting services, and support service? Please provide these terms, including communication procedures and response times, for our review. *
9. How are new product feature requests handled and evaluated? *
10. Can you provide a product road map for your product? *
11. Does your price quote include full disclosure of all fees including, but not limited to, licenses, disk storage fees, data transfer fees, data conversion fees, implementation and integration fees, annual maintenance fees, training fees, especially for onsite systems, etc? *
12. Does your product support foreign languages? If so, how? Which of the following languages does this include - Arabic, Chinese, French, German, Hebrew, Italian, Japanese, Korean, Portuguese, Russian, Spanish? Is it possible to add new languages? If so, what is the process? *
13. Is there an evaluation period for your product or hosted service? Does this have a money back guarantee? *
Environment
14. Is your application hosted? If so, please describe your hosting infrastructure including data center(s), servers, Internet connectivity, etc. *
a) Is the data center yours or maintained by a third party?
b) Is your environment “highly available”?
c) Please describe your backup procedures. Do you provide off site backup storage?
d) Please describe your Disaster Recovery Plan. Has it been tested?
Integration
15. Do you have any experience integrating with the Ellucian Banner ERP system? What is the method of this integration? APIs, data transfer via flat file, Web Services? *
16. Does your service integrate with any of our existing web (Drupal; Wordpress; Salesforce) platforms? How is this done?
17. Are integration services with Ellucian Banner supported as part of your implementation process? Is integration implemented by your staff or ours? If by ours, please describe what level of support you are able to provide during this integration process. *
18. Can you provide contact information or referrals for other institutions that have integrated your application with the Ellucian Banner ERP system? *
19. Which authentication technologies are you able to integrate with? *
CAS, ADFS, AADP, Shibboleth, LDAP, Other, None, etc..
20. Does your application provide role based security levels? Are roles managed internally to the application, and/or can they be mapped to directory attributes or groups? *
Security
21. Is data encrypted in motion via SSL? Is sensitive data encrypted at rest? *
Please provide a link to your privacy policy.
Please provide a link to your breach notification policy.
Support
24. Do you provide end user support or only administrative support? Can end users request support directly? *
25. Does your company offer 24/7 support? If not, what levels of support are provided (Standard, Premium, etc)? Are there options for additional support in emergency situations? *
26. How is this support performed - via a ticketing system, email, phone support, online chat? What are your response times? *
27. Do you outsource your customer/technical support to a 3rd party? Do they speak English as a native language? *
Exit Strategy
29. What happens if we determine our relationship is not working or we are unsatisfied with your product or services? *
30. Can we get our data exported in some format that is useful for us? If so, what formats are supported? Will you provide us with complete copies of the database or exports of the data? Can we export our data ourselves at any time? *
