What does the service include beyond software access?
Ask for a responsibility split covering onboarding, account authorization, capture monitoring, support, retrieval and exit. A service description can use the same word for a self-managed product or a more assisted operating arrangement. Record the actual tasks, response commitments and customer responsibilities rather than relying on the category label.
Work through a realistic example
A buyer assumes the provider will notice and fix an expired connection. The provider expects the customer’s account administrator to act on an alert. Resolve that gap before purchase by naming the alert recipient, escalation route and action owner. Demonstrate the workflow using a controlled test or an approved support exercise.
Run the workflow
- Give each shortlisted provider the same account inventory and required workflows. Separate mandatory conditions from preferences and ask for evidence against both.
- Document the customer/provider split for normal operations and exceptions. Identify support channels, availability and any work that incurs additional charges.
- Test a sample retrieval and export, then review contract-end access. Ask how the organization can continue to find legacy records after the service changes.
Check the evidence
| Check | What to verify | Evidence to keep |
|---|---|---|
| Responsibility | Every recurring task has an accountable owner. | Agreed operating matrix. |
| Support | Failure reports reach the correct team with usable context. | Escalation exercise and contract reference. |
| Exit | Legacy records have a tested access plan. | Sample export and named custodian. |
Record the decision and its limits
Keep the demonstrated results, written limitations and commercial assumptions with the decision. If an important commitment appears only in a sales conversation, ask the appropriate commercial owner to resolve it in the agreement before relying on it.
Keep in mind: Brolly does not currently import third-party archives. A switch therefore needs a separate plan for legacy records and verified new capture; do not assume that changing services merges the collections.
Further reading and scope
Reviewed October 14, 2026. These practical exercises are editorial guidance, not a guarantee of platform coverage or a substitute for your approved records policy.
- Brolly pricing and current plan scope — Confirm the quote and contract for your account scope and service needs.
Common questions
Is onboarding the same as ongoing monitoring?
No. Ask which activities continue after setup, who receives alerts and what work the customer must perform.
Should all vendors quote the same scope?
Yes. Use a shared inventory and usage scenario so differences in records, accounts, services and exit costs are visible.
Put the guide to work
Use the downloadable workbook to record your requirements, test results and questions for shortlisted providers.