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What do software support and maintenance engagements typically look like?

Archie Norman
Archie Norman
An overview of what you can expect from a typical software support and maintenance engagement

If you're a business owner who relies on software to run your operations, you know how important it is to keep that software up-to-date and functioning properly. This is where software support and maintenance engagements come in.

But what do these engagements typically look like? Here's an overview of what you can expect from a typical software support and maintenance engagement:

  1. Ongoing support. One of the key components of a software support and maintenance engagement is ongoing support. This means that if you encounter any issues or have any questions about the software, you can contact the support team for help. The support team can provide assistance with troubleshooting, diagnostics and general maintenance and repair.
  2. Regular updates. In addition to ongoing support, a software support and maintenance engagement typically includes regular updates to the software. This means that you'll always have access to the latest version of the software, with the latest features and bug fixes, helping to ensure that your software is always running smoothly and that you're able to take advantage of the latest capabilities.
  3. Training and education. In addition to providing support and maintenance, it’s not uncommon to also be offered training and education. This can help ensure that you and your team know how to use the software effectively and can take advantage of all of its features and capabilities. Training and education can also help you identify and resolve any issues that you encounter when using the software.

Now with a clear idea of what the processes are, let’s look at what the pricing structures typically look like. Here are a few common pricing models that software companies use:

  1. Subscription-based pricing. This is a very common pricing model which means that customers pay a recurring fee (usually on a monthly or annual basis) in exchange for access to support and maintenance services. The exact amount of the fee will vary depending on the specific software and the level of support and maintenance that's included.
  2. Pay-per-incident pricing. Another common pricing model is pay-per-incident pricing. This means that customers only pay for support and maintenance services when they need them. For example, if a customer encounters an issue with the software and needs help from the support team, they would pay a fee for the support they receive. This pricing model is often used for software that doesn't require a lot of ongoing support and maintenance.
  3. Tiered pricing. Some software companies offer tiered pricing for their support and maintenance services. This means that customers can choose from different levels of support and maintenance, each with a different price point. For example, a basic support and maintenance plan might include only basic support, while a more expensive plan might include additional features and capabilities such as regular updates and training.

Overall, a typical software support and maintenance engagement package will vary in price according to a companies needs, and you can expect constant technical support and help from experts to ensure that your software is always running smoothly. Ultimately you should feel confident to use the software that you're able to use it effectively to run your business, and trust in the software company to support you through your technical demands.