Vendors as Allies: How to Evaluate Viability, Service, and Commitment
http://www.idealware.org/articles/vendors_as_allies.php

Heye, Steve and Steve Lancman
IdealWare
2007

Abstract:

When you're using enterprise software to help run your organization, the software vendor becomes a key ally--and the right relationship may be as important as features or price. Steve Lancman and Steve Heye recommend methods for comparing the intangible aspects of vendor services.