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ASPonline.com >
Templates and Checklists
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Templates and Checklists
The ASP is developing a clearinghouse for document templates and
process checklists that embody "best practices" for a wide range of
support-related tasks, including contracts, technology and services
RFQs, financial models, surveys, job descriptions, and project
roadmaps. These templates are offered royalty-free to ASP members.
Note that you may freely adapt these templates, but customization and
support are not part of the deal.
If you have a template or checklist that you'd like to share, please
contact ASP executive director Jeffrey Tarter for more
information.
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Knowledge Base Article QA Checklist
A detailed list of best practices for KB articles, developed by
experts in technical content writing and editing.
Source: Jason Kaufman, president Irrevo, www.irrevo.com.
View template
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Vendor Evaluation Checklist for Chat Tools
A comprehensive evaluation matrix for measuring differences in
key product features.
Source: Kent Greff, Manager/Support Applications, Quest Software,
www.quest.com.
View template
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Call Center Staffing Budget
An interactive worksheet for determining the optimum staffing
level for a support call center.
Source: Françoise Tourniaire, principal, FTWorks,
www.ftworks.com.
View template
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RFP Template: Offshore Technical Support
A detailed and annotated template for soliciting offshore technical
support proposals.
Source: M. M. Sathyanarayan, president, Global Development
Consulting, www.offshoringsuccess.com.
View template
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A Financial Model for Launching New Services
A basic business plan template for forecasting revenue and
expenses for a new support or services offering.
Source: "Maintenance & Services Ratios", Association of
Support Professionals, www.asponline.com/maintsvc10.html.
View template
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Web Support Evaluation Criteria
This document contains the scoring criteria used by the judges in
the ASP's annual "Ten Best Web Support Sites" competition. A good
checklist for evaluating your own site and individual site elements.
Source: "Site Scoring System", Association of Support Professionals,
www.asponline.com.
View template
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ASP Satisfaction Survey Template
A good template for transactional satisfaction surveys, which
can also be used for peer-to-peer benchmarking programs.
Source: "Customer Satisfaction Benchmarking", Association of
Support Professionals, www.asponline.com/07custsat.html.
View template
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Tool-Level Satisfaction Survey
Developed by Juniper Networks, this Web survey form compares
satisfaction against importance to the customer (gap analysis).
Source: "Customer Satisfaction Benchmarking", Association of Support
Professionals, www.asponline.com/07custsat.html.
View template
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Technology Implementation Checklist
An ASP checklist for business issues that have a major impact on
the success of new technology implementations.
Source: "Managing Emerging Technologies", Association of Support
Professionals, www.asponline.com/emergtch.html.
View template
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The Impact of Renewal Rate Improvements
A popular graphic that demonstrates the long-term ROI of
improving maintenance renewal rates.
Source: "Maintenance Renewal Rates", Association of Support
Professionals, www.asponline.com/maintren.html.
View template
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