A Practical Guide To Effective Software/Hardware Contract Management – Comprehensive Advice For Vendors And Clients

On-going Support: Typical Contractual Issues and Best Practice Solutions

Introduction

Issues of software support are usually addressed in a software support agreement (SSA), which is typically separate to the software license agreement itself. There may be some cross over between these two agreements, however the applicability and terms of both agreements are usually a matter of negotiation between the parties in each instance.

The paper is designed to give an overview of critical issues to be addressed in an SSA and the relevance of these issues to both the supplier and customer alike.

Software Support Agreements Generally