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Software



Software License



Software Maintenance



Soft Maint Fav Lics'ee



Soft Maint Fav Vendor



Multi Party Soft Maint



Multi Svcs Soft Maint



Multi Fclty Soft Maint



Software Development



Source Code



Escrow Agreements


E-Commerce


Intellectual Property


Corporation


Hardware


Technology Services


Employment


Technology Marketing


General Business





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Software Maintenance

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.

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What's in the Software Maintenance Sub-Library

The Software Maintenance Agreement favoring the licensee structures a software support framework maximizing the service obligations of vendor and minimizing licensee risks and costs.

The Software Maintenance Agreement favoring the licensor/vendor documents a full range of general support services targeted at the software licensed by licensee/customer.

The Multi-Party Software Maintenance Agreement structures an option arrangement allowing the customer corporation to exercise the right to bind separate legal parties as additional customers under the contract.

The Software Maintenance Agreement for multiple services provides a general framework for maintenance and support services.

Software Maintenance Agreements structured to support multi-facility users allow the Customer to add separate operational entities which are part of the same corporate legal structure as the Customer to the services arrangement.


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  SOFTWARE MAINTENANCE



Scott Draughon discusses documentation tools needed to provide or receive proper support for your software product.

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