Image Image member login  |  privacy policy  |  contact us
      Home  |  FAQ  |  Awards  |  Reports  |  Forum  |  Consultants  |  Join  |  Order
-Order form
-Member login  >  Templates and Checklists

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.

Image 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,
View template

Image 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,
View template

Image Call Center Staffing Budget
An interactive worksheet for determining the optimum staffing level for a support call center.
Source: Françoise Tourniaire, principal, FTWorks,
View template

Image RFP Template: Offshore Technical Support
A detailed and annotated template for soliciting offshore technical support proposals.
Source: M. M. Sathyanarayan, president, Global Development Consulting,
View template

Image 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,
View template

Image 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,
View template

Image 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,
View template

Image 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,
View template

Image 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,
View template

Image 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,

View template