Software Maintenance arrangements are essentially specialized service agreements structured to support use of the installed software product. At the core of all maintenance agreements is the support obligation to address defects. Since defect resolution is often an elusive goal, even agreements structured to favor the customer will define the process for addressing a defect rather than a fixed resolution commitment. This process typically starts with a service request followed by a series of escalating responses. These responses typically start with telephone consultations, followed by on-line analysis and, perhaps, on-site support and work-around processes. Fee arrangements may include a fixed annual fee (usually 10-25% of the license fee), or time and material charges (or both). These arrangements often provide a framework for providing other services such as customizations, data conversions, enhancements and software training.

Each form includes a Free Consultation with a Draughon� Lawyer. You can also have a Draughon� Lawyer review your contract draft at a fixed price using our Contract Review service.