Product Support: Demand Value, Not Just Discounts



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Organizations looking to dramatically reduce their maintenance and support fees may be frustrated. However, by demanding increased value from their support contracts, they could reduce their internal costs by far more than any potential vendor discount.

Table of Contents

  • Analysis
    • 1.0 Background and Context
  • The Gartner Product Support Maturity Scale
    • 2.0 A Definition
    • 3.0 Business Value and the Product Support Maturity Scale
    • 4.0 Core Maturity Evaluation Criteria
    • 5.0 Conclusion and Recommendations
    • 6.0 Frequently Asked Questions
      • 6.1 What Is the Gartner Product Support Maturity Scale?
      • 6.2 Why Was the Gartner Product Support Maturity Scale Created?
      • 6.3 What Does Gartner Hope to Achieve With the Product Support Maturity Scale?
      • 6.4 When Was the Gartner Product Support Maturity Scale Created?
      • 6.5 How Was the Gartner Product Support Maturity Scale Developed?
      • 6.6 How Will the Gartner Product Support Maturity Scale Be Used?
      • 6.7 How Complete Is the Gartner Product Support Maturity Scale?
      • 6.8 Are Reactive Services Less Valuable Than Proactive or Predictive Services?
  • Recommended Reading
© 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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