We had a product like that in the past, never used support. But after talking to a few people the product at that time did not require purchasing the support when we purchased the product. The initial purchase also came with a certain number of support incidents, I think it was two. So we purchased the product, did not purchase support and 4 years later purchased the product again. Cost of purchase was higher, but when all the costs were analyzed the total cost was lower since we were not paying for support we never used.
From: David Lum [mailto:[email protected]] Sent: Thursday, February 04, 2010 10:35 AM To: NT System Admin Issues Subject: RE: Rediculous Support Clause This is how competition is born. "We can make a competing product, cheaper, and we'll even develop tools to migrate from a competitor to us". David Lum // SYSTEMS ENGINEER NORTHWEST EVALUATION ASSOCIATION (Desk) 971.222.1025 // (Cell) 503.267.9764 From: Jeff Johnson [mailto:[email protected]] Sent: Thursday, February 04, 2010 7:11 AM To: NT System Admin Issues Subject: RE: Rediculous Support Clause Yes, unfortunately we are married to the systems. It is another EMC product, Application Xtender. We only renewed the maintenance because they had a module for viewing over a browser instead of a full client. We have taken no advantage of service or any other upgrades. I think I will start calling their support group just to talk. ;-) I will be entitled to that, right?? Oh well. If anyone knows a decent alternative to that product, and a way to migrate from it, I would be very interested in hearing about it. $10K a year in support is a little hard to chew on. Jeff Johnson Systems Administrator 714-773-2600 Office 714-773-6351 Fax [cid:[email protected]] From: Andrew S. Baker [mailto:[email protected]] Sent: Thursday, February 04, 2010 6:18 AM To: NT System Admin Issues Subject: Re: Rediculous Support Clause That's true, although it depends on the app and how entrenched it is within your organization. For admin-level tools it might be easy enough to switch. No one is doing that with a CRM or ERP system every few years (or even a tape/disk archival system) -ASB: http://XeeSM.com/AndrewBaker On Thu, Feb 4, 2010 at 8:45 AM, Malcolm Reitz <[email protected]<mailto:[email protected]>> wrote: That's pretty common in large enterprise applications; we see similar clauses frequently. The vendor doesn't want you to drop support as that is a steady income stream. It doesn't always work in the vendor's favor however. We have switched applications at times because it was cheaper to purchase a competing product than to pay the back maintenance fees to get an existing app upgraded. -Malcolm From: Jeff Johnson [mailto:[email protected]<mailto:[email protected]>] Sent: Wednesday, February 03, 2010 4:59 PM To: NT System Admin Issues Subject: OT: Rediculous Support Clause Here is a clause in an agreement that I have never understood nor agreed with. I am curious if it is even legal??? In the event You desire support to be reinstated following expiration, You agree: 1) to pay a reinstatement fee equal to the current annual support fee and any unpaid support fees from the date of expiration to the date of reinstatement; and 2) to pay for at least one additional year of support services from the date of reinstatement. Jeff Johnson Systems Administrator 714-773-2600 Office 714-773-6351 Fax [cid:[email protected]] ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/> ~
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