4. Checklist of Key Issues


4. Checklist of Key Issues

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.)




Software Agreements Line by Line. How to Understand & Change Software Licenses & Contracts to Fit Your Needs
Software Agreements Line by Line. How to Understand & Change Software Licenses & Contracts to Fit Your Needs
ISBN: 1587623692
EAN: N/A
Year: 2004
Pages: 56

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