On 1/23/2014 12:10 PM, Frank Cazabon wrote:
Hi,
I generally get my customers to pay me a small retainer to respond to
support issues with any software I develop for them. Generally I
expect this to cover questions on how to do something specific and
maybe deal with any bugs in my code.
In a couple instances recently (both with the same customer) they
crashed their PC (one was a virus that their tech guy got rid of by
wiping the PC and the other was the son of the business owner
upgrading from Windows Vista to Windows 7 and them losing the system
and data) so I had to reinstall and recover their data from a backup.
Not a big deal of time but not really what I had considered being
included in my support.
I am not going to bill them extra for this, but am interested in what
others tend to consider as "support"? Any specific contracts/clauses
that you use?
Frank: I support (warranty) my applications and answer questions at no
charge. If a customer hires a new person and wants training, I will
bill them for that if they want the training. If I do anything like
re-install on a new computer or solve problems like you have above I
also charge. Basically anything that is was caused or requested by the
customer is billed. I also have an annual support charge after the
first year that is basically for upgrades, that is optional. They can
pay for the agreement or pay as you go.
HTH
--
Jeff
Jeff Johnson
[email protected]
SanDC, Inc.
623-582-0323
Fax 623-869-0675
http://www.san-dc.com
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