Q: Should I pay for software maintenance? What are the issues to consider?

A: If you rely on the software to run your business, then a maintenance contract is critical. At a minimum, you need software maintenance to ensure you have access to updates and fixes for any bugs in the software, including security patches.

In the packaged software area, software maintenance plans typically include access to software patches, updates, service packs, technical support, online forums and training. Most vendors provide different maintenance options that give customers more flexibility. For instance, basic plans may include updates, patches and access to an online knowledge base. More expensive alternatives may provide round-the-clock phone support, dedicated account support, and onsite visits. Select the plan that suits your internal support resources, requirements and budget.

Software-as-services (SaS) vendors, such as Salesforce.com or WebSide Story, that sell their software as a subscription-based Internet service also offer standard maintenance and support. Standard support typically covers software updates, upgrades, access to knowledge bases and some level of phone support. Often, these vendors also offer fee-based support to users that require faster response times, dedicated support personnel, and so on. Once again, check out the options that your vendor provides, and choose the one that meets your needs.

Our expert: Laurie McCabe is vice president of SMB Insights and Business Solutions at AMI-Partners, a consulting organization focusing on emerging markets and technologies.

Back to Special Report Home