Hi Tony, I would say it might depend quite a bit on the industry, what kind of existing agreements you have, how you did the development, and how you priced and charges the initial work. I commonly see something like 20% of the initial development price as an annual support fee. Of course what is included and what is billable will depend on the type of issue (and the project), bug fixes might be included but any enhancements wouldn't be. I sometimes offer clients a tiered response time price; so if they are OK with a 48+ hour response I charge a slightly discounted rate, if they want a 6 hour response I charge a premium.
I'd also like to know what other App Engine devs are doing. Robert On Tue, Mar 1, 2011 at 11:47, Tony <[email protected]> wrote: > 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. > -- 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.
