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what are the topics typically covered when implementing new software

I'm developing a support plan for the IT Staff. We recently purchased software from third party vendor. What are the topics typically covered for the support plan.
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vmandem
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vmandem
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tbsgadiCommented:
Here's an example of a specific Microsoft Support plan.

http://technet.microsoft.com/en-us/library/cc181534.aspx

Gary
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