On 23/01/2014 03:48 PM, Jeff Johnson wrote:
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
Thanks Jeff,
the retainer is really an annual licence fee which covers upgrades as
well. I mainly use it as a means of:
1. Keeping me interested in continuing development/maintenance of the
product. If I don't get paid I will have to close down my business so
both me and my customers will lose out.
2. Guaranteeing a timely response to support requests. Generally I
guarantee 48 business hours, but normally respond immediately or within
minutes. If a client wants a faster guaranteed time then they pay a
higher fee.
The annual fee is optional, if they don't pay it they have to pay for
support as you go, but in some instances if they are more than a couple
years behind in the version they are using they may have to pay some
extra costs to get up to the current version before I can support them.
I have recently taken the decision to try to move all my off the shelf
software to a very small monthly licence fee as I think this works out
pretty well for both parties. There is no big up front payment for the
customer to make, support and upgrades are included and my business has
a steady source of income enabling me to continue development.
Unfortunately some customers are on the old way of paying.
--
Frank.
Frank Cazabon
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