vendor issues

Started by LetA • 2 replies • 116 views

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LetA (Nevada)
Posts: 2,679

Posted:

One of my sites I oversee is having issues with a vendor's program. Without naming the company the product is two adjoining letters
of the alphabet in descending order.
Do any of you use that product and do you constantly experience connectivity issues or IT issues with said vendor?
I feel the clients frustration.

CathyA3 (Ohio)
Posts: 6,299

Posted:

If you're using a software product, connectivity issues can occur anywhere from the device you're using, its connection (wired or wireless) to your ISP (which may also experience issues) up to the product's infrastructure (server, cloud, etc.). So...

* Is only one site experiencing this problem? It's more likely that the issue is on that end.

* Are multiple sites experiencing the same problem? If yes:

** Do they have the same type of connection to the vendor? Possibly a problem with the sites, but less unlikely.
** Has anyone contacted the vendor to see if they're experiencing problems on their end (server issues, cloud hosting service is having issues, etc.)? They may or may not be very forthcoming about this, though.

* How old is the product? Outdated tech is more likely to have problems.

* On the other hand, has the vendor recently upgraded their tech and the problem site no longer meets the minimum standard?

* Does the product have any kind of guaranteed uptime? If no, or if yes and it's not meeting the target, then maybe it's time to scout around for a replacement.

Time for some detective work...

LetA (Nevada)
Posts: 2,679

Posted:

It wasn't a local internet connection issue. The site computer worked fine. This particular vendor product was offline for a week.
I get the feeling the client is going to ditch this vendor before summer.

It definitely was an issue at their end, I was curious to know if other sites experienced the same shut down too.

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