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guides
Software maintenance and support models explained
Support contracts are often bought on price and judged on the one day something breaks. The tier should be chosen against what an hour of downtime costs you.
Ergebnisse
- Define response time and resolution time separately
- Match the tier to the cost of downtime, not to the build price
- Security patching should be continuous, not on request
- Include a monthly allocation for small improvements
- Agree escalation paths and named contacts
FAQ
Häufige Fragen
What is a typical annual cost?+
12 to 20 percent of build cost for an actively used system, including patching and small changes.
Can we change tier later?+
Yes, usually at any renewal point or with 30 days notice.
You already have the idea. Let's define what comes next.
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