Implementation is a project, not a setting
A credible implementation covers chart-of-accounts design, tax code configuration, opening balances, migration of history, invoice and document templates, user roles and, where relevant, electronic-invoicing connections. Ask for the project plan and the deliverable list rather than a statement that setup is included.
Certification and partner status
Platform vendors certify partners and publish their status. A provider's certification level is verifiable and indicates depth of product knowledge; where the provider does not state one, treat the claim of expertise as unconfirmed.
Training and internal capability
The objective is that the client's own staff can carry out day-to-day tasks without the provider. Ask how many training sessions are included, whether they are recorded or documented, and whether the client receives written configuration notes at handover.
Support during filing periods
Support matters most when a deadline is imminent. Ask for the response-time commitment, how it changes at month end and at statutory filing dates, and who answers outside normal hours.
Integration with the surrounding stack
Most businesses run inventory, CRM, expense, timesheet or e-commerce systems alongside the ledger. Ask which integrations the provider has implemented before and what it does when a required integration does not exist.
Applying this
Software support is best compared by asking what the provider will hand over: a configured system, documented decisions and staff who can use it.