Alta Vista Technology Pricing Overview

Abby,

We apologize that there were events that resulted in an unsatisfactory implementation with us.

As for our practice lead’s response to your concerns, we are sorry you felt he was not interested in assisting you. After our project lead was made aware of your concerns (10/23/23) we immediately arranged for him to jump on a call with you. After that call, he shared feedback with our team and instructed them on the updated approach to minimize any potential future missteps. Unfortunately, at this point we were only ~3 weeks away from your 11/13 go-live, therefore much of the project work had already been completed so we understand if it may have felt like his input did not have a larger impact on the overall project. We have reviewed correspondence internally and are not showing that there were emails that went without a response but again we do apologize if it felt our response did not meet your expectations.

Regarding the entire process feeling like a failure, we show the project began in July 2023, at which point we had scheduled weekly status calls as well as consultant check-ins as needed. We were not made aware of your frustrations or concerns until 10/23/23. There are ~ 10 status reports that were shared with your team throughout the implementation which document project tasks, timing/budget status, as well as any identified issues and risks. There is no record that any of these status report emails were replied to stating any sort of concerns or dissatisfaction on your end. While we do agree that concerns were brought up beginning on 10/23/23, prior to that date we were under the assumption that the project was on track, if we had known it was not we would have made an effort to rectify the issues as quickly as possible.

On the training, we were not informed that there was a concern until our project closeout call (once your company was already live). Had we been made aware that you were not happy with the training we would have provided an alternative resource to fill in any training gaps to ensure you were able to complete full user acceptance testing.

To the point of paying for hours of work that was only completed in IMP environment, it is standard to complete several setups in IMP to ensure they are tested accurately and then copy over to the production environment once the customer has tested and approved them.

If you feel you were charged for services that were not performed, please reach out to AVT directly – we ONLY charge for work completed. We would like to hear more about what you were charged for that you feel was not the result of work performed. This issue was never raised with your account executive and is something that, if accurate, should be rectified immediately.

For the lack of communication surrounding the go-live status on the evening of Sunday 11/12, yes we do completely agree that cutover communication is paramount and the status update should have been clearer. Upon being made aware of the communication error on Sunday, our practice lead immediately escalated the situation in order to reach a resolution as soon as possible, with all data imported and ready for validation on Monday morning. Unfortunately, our consultant had experienced a personal matter that kept them from replying on Sunday; we have since updated an internal process to prevent further communication cutover disruptions stemming from consultant's personal emergencies.

We strive to deliver the award-winning service we are known for and apologize again for any issues that may have occurred during your implementation. We immediately took action to address the identified problems and have implemented safeguards in our processes to ensure these issues no longer occur. We would love to reconnect to discuss the entire process with you and get any additional feedback you may have.