Brian, I'm afraid Michael is of the same "ilk" as most good developers (I include you as well!) in that they will drop most things to help out a client in distress regardless of the personal disruption it causes to them personally. It's part of the baggage of being a good developer I'm afraid.
So, in summary, your solution about Saturday is easy to say in practice, but difficult to implement if the call for help ever arises. Dave Crozier -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Brian Abbott Sent: 21 July 2008 16:56 To: [email protected] Subject: Re: [NF] Yearly maintenance fees/support versus maintenance billingby the hour MB Software Solutions General Account wrote: > A client has been using FabMate Lite for 5 years without any further > expense than the initial software. It's been "courtesy" hours in the > past 5 years, and probably not even 10 hours per year. He calls me on > Saturday and says they can't get into the program now. I'm virtually > certain it's not my problem, as nothing has changed in years. However, > I told him that I can't offer him free support any more. > > I'm now giving away the FabMate Lite software for FREE and only charging > for an annual maintenance/support contract should they choose to be > supported. (If it works for them "as is", then by all means that's fine > too and free for them.) > > So I basically told this client (who really hasn't paid anything to MBSS > since Fall 2003 other than a few hundred for something the db guy did to > screw up some files) that he'd need to buy a support contract. He > doesn't want to, and just wants to pay the hourly support rate. > > How would you respond to this guy? I'd really like to get those yearly > support contracts (for approx. $1200/year), but this guy doesn't want to > spend anything, and while I understand his point (...that he'd rather > pay $150/hr for 7 hours per year than $1200/year as he's still ahead > then in numbers), I want to make a smart business decision here to help > drive revenue for FabMate Lite support (which is the only revenue stream > for that product now). > > Your advice appreciated! tia, > --Michael I find it useful to make the point that on a support contract they're guaranteed a response, as per the SLA, to any support request. Anyone not on support has to take third place to a) supported customers b) what else you want to do with your life on a Saturday. -- Cheers ============ Brian Abbott ============ [excessive quoting removed by server] _______________________________________________ Post Messages to: [email protected] Subscription Maintenance: http://leafe.com/mailman/listinfo/profox OT-free version of this list: http://leafe.com/mailman/listinfo/profoxtech Searchable Archive: http://leafe.com/archives/search/profox This message: http://leafe.com/archives/byMID/profox/[EMAIL PROTECTED] ** All postings, unless explicitly stated otherwise, are the opinions of the author, and do not constitute legal or medical advice. This statement is added to the messages for those lawyers who are too stupid to see the obvious.
