Step 21 of 23
due diligence framework, lock-in risk, red flags, negotiating exit terms
ประเมิน Vendor เหมือนเลือกพาร์ทเนอร์ธุรกิจ — ตกลงเงื่อนไขการยกเลิกสัญญาให้เรียบร้อยก่อนเซ็น
Vendor Evaluation
The Due Diligence Framework
Choosing a vendor is like choosing a business partner. You are trusting them with data, operations, and often customer experience. The evaluation should be as rigorous as any partnership decision.
Questions to Ask
Product Fit
- Does it solve the actual problem, or just an adjacent one?
- Can we test it with real data before committing?
- What features are "coming soon" versus available today? (Only evaluate what exists.)
- How does it handle our edge cases?
Financial
- What is the total cost over 3 years, including implementation, training, and overage charges?
- Are there hidden costs (data export fees, premium support, integration fees)?
- What happens to pricing at renewal? (Many vendors discount year one, then raise prices.)
- What is the cost to exit?
Technical
- Does it integrate with our existing systems? How?
- Is there an API? How well-documented is it?
- Where is our data stored? Can we export it in a standard format?
- What is the uptime guarantee? What compensation is offered for downtime?
- How often is the product updated? Can we control when updates happen?
Operational
- What does support look like? Response time, channels, escalation path?
- Who is our dedicated contact? (If the answer is "a support queue," that is a red flag.)
- How do they handle security incidents?
- What is their disaster recovery plan?
Strategic
- How financially stable is the vendor? Are they likely to be acquired or shut down?
- What is their roadmap? Does it align with where we are headed?
- Are we a significant customer to them, or a rounding error? (Size mismatch means poor support.)
- What happens to our data if they go out of business?
Lock-in Risk
Vendor lock-in is the degree to which switching away from a vendor is painful and expensive.
| Low Lock-In | High Lock-In |
|---|
| Data is exportable in standard formats | Data is in proprietary formats |
| Standard APIs available | Custom integrations required |
| Interchangeable with competitors | Unique capability with no alternative |
| Month-to-month contract | Multi-year commitment with penalties |
| Your team knows the underlying technology | Specialized knowledge only the vendor has |
Low lock-in means freedom to switch. High lock-in means the vendor has leverage in every future negotiation.
Red Flags
- "We are the only ones who do this." Rarely true. If it is true, you are completely dependent on them.
- No reference customers your size. A product built for small teams may not scale to your needs.
- Reluctance to put SLA terms in the contract. Verbal promises are worthless.
- High-pressure sales tactics. "This discount expires Friday." Good vendors do not need artificial urgency.
- No clear data exit process. If they cannot tell you how to leave, they do not want you to leave.
Why This Matters for You
The average vendor relationship lasts 3-7 years. You are choosing a long-term partner. Evaluate accordingly: test the product, check references, read the contract, and plan for the day you might need to leave.
The best time to negotiate exit terms is before you sign, not when you want to leave.
