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The following is a checklist of the key issues presented in this chapter:
Confirm the vendor's support program satisfies the licensee's performance requirements (e.g., hours of support, call response times, testing of new releases, etc.).
Draft the term of support to provide for an initial term and renewal terms, at the licensee's sole option.
Fix support fees for the first several years of the agreement and cap fee increases in later years.
Reject attempts by vendors to limit support calls to a "bank" of hours.
Allow for sufficient time to implement new releases (e.g., six months from the release date).
Limit the vendor's ability to include "tack" on support fees (e.g., charges for out-of-scope support calls, fees for onsite service to fix inherent bugs in the software, etc.)
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