Post Go-Live Enhancement and Defect Reporting for GOLD

[Stephanie16]

There is always the question as to what and how we are going to provide support for post go-live defects and enhancements. Unfortunately, the answer to this question is often not what the customer wants to hear. It is critical that the delivery process, defect remediation, and the enhancement processes and plans are identified and documented in the SOW to ensure that customer expectations are considered and met. For the purposes of this document, it is correct to assume that the customer does not have hours allocated to enhancement requests (they will be handled in a follow-on engagement) and that defect remediation is included as part of the Go-Live Diligence (GOLD) support. The intent is to capture and remediate critical defects in a timely manner during the GOLD support period (two-weeks) and to capture enhancements for future work.