Your Comparison Matrix
Total Evaluation Criteria
49
Selected Categories
5 of 5
Select Evaluation Categories
Pricing & Commercial
9 evaluation criteria
| Criterion | Weight | Description |
|---|---|---|
| Monthly/Annual Base Cost | High | Total recurring fees excluding usage |
| Setup/Implementation Fees | Medium | One-time costs to get started |
| Per-User/Per-Device Pricing | High | Variable costs based on scale |
| Included vs. Additional Services | High | What's in base price vs. add-ons |
| Price Escalation Terms | High | Annual increase caps or formulas |
| Volume Discounts Available | Medium | Breaks at different user/device counts |
| Payment Terms | Low | Monthly vs. annual payment options |
| Cancellation/Exit Costs | High | Fees to terminate the contract |
| 3-Year Total Cost of Ownership | High | All-in costs over contract period |
Technical Capabilities
9 evaluation criteria
| Criterion | Weight | Description |
|---|---|---|
| Platform/Technology Stack | High | Technologies and tools used |
| Integration Capabilities | High | APIs and compatibility with existing systems |
| Scalability | Medium | Ability to grow with your organisation |
| Customization Options | Medium | Flexibility to meet unique requirements |
| Monitoring & Reporting Tools | High | Dashboards and performance visibility |
| Automation Capabilities | Medium | Level of process automation |
| Mobile/Remote Support | Medium | Support for distributed workforce |
| Disaster Recovery Capabilities | High | Backup and recovery features |
| Innovation Roadmap | Low | Planned enhancements and new features |
Service & Support
10 evaluation criteria
| Criterion | Weight | Description |
|---|---|---|
| Support Hours | High | 24/7 vs. business hours coverage |
| Response Time SLAs | High | Guaranteed response times by priority |
| Resolution Time SLAs | High | Target resolution times by priority |
| Dedicated Account Manager | Medium | Named contact vs. shared pool |
| Support Channels | Medium | Phone, email, chat, portal options |
| Escalation Procedures | Medium | Clear escalation path for issues |
| Onboarding Process | Medium | Implementation and training approach |
| Documentation Quality | Low | Knowledge base and resources |
| Client References Available | Medium | Similar-sized clients to speak with |
| Average Tenure of Support Staff | Low | Indicator of staff stability |
Security & Compliance
10 evaluation criteria
| Criterion | Weight | Description |
|---|---|---|
| Security Certifications | High | ISO 27001, SOC 2, etc. |
| Data Encryption Standards | High | At rest and in transit |
| Data Location/Residency | High | Where data is stored geographically |
| Compliance Frameworks | High | GDPR, Privacy Act, industry-specific |
| Access Controls & MFA | High | Authentication and authorization |
| Security Audits Frequency | Medium | Penetration testing and audits |
| Incident Response SLA | High | Security incident notification time |
| Data Backup Frequency | High | RPO/RTO commitments |
| Cyber Insurance Coverage | Medium | Limits and coverage details |
| Subcontractor Security | Medium | How they manage third parties |
Contract Terms
11 evaluation criteria
| Criterion | Weight | Description |
|---|---|---|
| Contract Length | High | Required commitment period |
| Auto-Renewal Terms | High | Notice period to avoid renewal |
| Termination for Convenience | High | Ability to exit without cause |
| Termination for Cause | High | SLA breach remedies and exits |
| Transition Assistance | High | Support when leaving the vendor |
| Data Return/Deletion | High | How data is returned and purged |
| IP Ownership | Medium | Who owns customizations and data |
| Liability Caps | Medium | Limits on vendor liability |
| Service Credits/Penalties | High | Remedies for SLA breaches |
| Right to Audit | Medium | Your ability to audit their controls |
| Change Control Process | Low | How changes are approved |
Best Practices for Vendor Evaluation
Do's
- ✓ Define requirements BEFORE engaging vendors
- ✓ Use consistent criteria across all vendors
- ✓ Involve all stakeholders in evaluation
- ✓ Request and check client references
- ✓ Verify certifications and insurance
- ✓ Get everything in writing
- ✓ Negotiate terms before signing
Don'ts
- ✗ Rush the decision under sales pressure
- ✗ Evaluate on price alone
- ✗ Accept verbal commitments without documentation
- ✗ Skip reference checks
- ✗ Sign contracts without legal review
- ✗ Ignore red flags hoping they'll improve
- ✗ Accept aggressive lock-in terms
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