As I stated in my report, I feel a 2 tier SA would be best. First SA is for upgrades/updates and would say $250 per year. A support SA would be say $750 per year.
I'd go a step further:
[1] Service Agreement with upgrades/updates (perhaps $250/year; could be more if needed to cover costs), no support except bug reports.
[2] Service Agreement with upgrades/updates and E-mail-only support (perhaps $495/year).
[3] Either #1 or #2, with per-incident phone support as an option -- priced at whatever your cost is, plus a reasonable amount of profit.
Phone support can get out of hand very quickly -- something I learned first-hand a few years ago. I never could have gotten Declude to where I did at the prices I did while still offering phone support. Per-incident should help tremendously: that way, Ipswitch and the people who don't need much support and/or can deal with E-mail support aren't going to subsidize the cost of the Service Agreement.
Offering IMail-only (the product, not just Service Agreements) would be important, too -- to help ensure the longevity of the standalone product, and to allow for those who need to add servers.
-Scott
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