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ARTICLE · 30 MARCH 2015

Get The Support You Need

Scott & Scott LLP
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When licensing software, there may be an opportunity to buy support services as well.

United StatesMedia, Telecoms, IT, Entertainment
Brian Kirkpatrick
Brian Kirkpatrick
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When licensing software, there may be an opportunity to buy support services as well. Support can be defined very differently among agreements. Support may even be defined in several ways in the same agreement because the support may be offered in tiers, or levels (e.g. Platinum Level Support). So, it is important to know what the business needs and the associated costs.  Here are some issues to consider when thinking about how support should be defined in the software agreement:

Who is entitled to support?
Is it only a few designated people in the company that filter requests?
Can any user request support?
Are contractors covered?

What is included with support?
Is support only for technical support?

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