Gartner Research

Application Software: Maintenance and Support Guidelines

Published: 19 December 2008

ID: G00163084

Analyst(s): Bob Igou, Jane B. Disbrow


Budgeting and reducing costs for ongoing maintenance and support are important issues for many organizations. Those that understand the trends in the industry, as well as areas of risk regarding maintenance and support, will be better prepared for handling new negotiations and support renewals.

Table Of Contents
  • Overview
  • Basics in Maintenance and Support Pricing
    • Multiple Levels of Support Available
    • What Vendors Offer
    • Customer Importance Ratings for Contract Features
    • Making the Selection
  • Contractual Entitlements
  • Extended Support Policies
  • Other Provisions to Negotiate
  • Updates and Upgrades
  • Conclusion

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