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We are trying to find the balance between selling on-going support contracts vs doing as needed support later. It looks like ~90% of our customers don't believ
by mcotton 16y ago
We are trying to find the balance between selling on-going support contracts vs doing as needed support later. It looks like ~90% of our customers don't believe they will need to support the technology later and choose not to pre-purchase (at a lower rate).
- throwaway_today 16y agoAnd does "support" include bug fixes in your own code? Not asking to be snide; I really want to understand how most people approach this.
- ebiester 16y agoYes, support includes bug fixes. If you want to put bug fixes into the price of the contract, you need to also put the cost of proper QA, test plans, and defining correct behavior, which often means a spec. How do you know the calculation is wrong if you don't have it on a piece of paper? This all costs money. Otherwise, you need to be paid. Now, many times you will make a small change for a good customer that takes a trivial amount of time, but this should be priced into the long term value of the customer.
- mcotton 16y agoIf there is a problem and they need us to spend time looking into it, there is a charge for that time. If it is a problem with my workmanship than we will waive the charge. If they insisted on a language/framework/product/etc and that is the root cause of the problem, they will pay for the fix.