Table 14.

Evaluation items of customer support.

Evaluation criteria	Evaluation item
Customer support (5 items)	(1) Whether or not a standard installation plan, service construction plan, and service implementation plan are established and carried out to support users
	(2) Whether or not the user education on the service (environment, how to use applications, access method, service scope, content, etc.) is carried out to effectively use cloud service
	(3) Whether or not the manpower and organization are secured for after-service customer support and the follow-up service is carried out
	(4) Whether or not activities (service satisfaction evaluation, service level agreement, etc.) are carried out to keep and assure service satisfaction of users
	(5) Whether or not a compensation plan for users (compensation rule, insurance or not) is prepared and carried out when there is a damage such as service interruption