Hi all, not sure if this is the right forum for this, but I have a question about supporting an application once it goes live. Myself and another developer are wrapping up our first successful Google App Engine project for a client - an order management system. The client is ready to talk seriously about ongoing support and I am now trying to do some research into common industry practices (especially around google apps), pricing modules, and also typical support activities for a google app engine app. Me and my partner are planning on providing support as of right now, but depending on our SLA levels, we both have day jobs and may have some conflicts. Not sure what the typical industry SLA is for service calls; if its like 12 or 24 hours, that isn't really a problem - but what if the customer wants a 4 hour response window - and is that even reasonable? Also, what is a fair price to charge? Flat fee, hourly, per user?
So to sum up, I am looking for advice and research material to define a support model for for a Google Apps based (python) Order Management System for a national company, including industry standard SLA timelines, pricing models, and typical google apps support maintenance/support duties. Thanks for your time! -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/google-appengine?hl=en.
