Bespoke Software Support Costs

BlueSpud

Does anybody know what the charges might be to support a bespoke software application. The particular application I am thinking of typically does not generate more than one call per year. However the provider must be available to take a call, maintain the knowlegebase, be available to answer questions, and, if required, make changes. If the original s/w cost was in the region of 60k, is there an industry standard for what the software house might charge, given the low support demand.

professore

In this situation I would recommend an hourly rate - otherwise they will be calling you all the time.

Khannie

How essential is the support when it's required? Is it supporting a real-time system? Might you get a call at 3am? How quickly do you need to have a solution in place?

Support money can be huge one a software installation is in place, but all the above things need to be agreed upon.

is_that_so

Define an SLA (Service Level Agreement) and submit it to them. You could set a monthly rate with extra charges for anything outside that SLA. I would also include an out of hours support rate. Most businesses would be happy with 9-5. Alternatively that support cost could be built into the overall budget.

DublinWriter

Yearly maintenance can range from 10% to 25% of original software cost for standard 9-5 coverage on a bespoke application.

Given your low rate of calls, maybe would be cheaper to keep a contractor/consultant on a modest retainer with agreed hourly rates.

What's the app written in?