Software Support will always be necessary to some extent for any application as there are so many converging elements that need to be considered within any software product and its operating environments. Our development, QA and implementation processes lead to a professionally completed and thoroughly validated software application. Different clients have different policies towards software support and following on from the warranty period we are happy to work on whatever basis is preferred and which best compliments the I.T. strategy and internal resources of a client. Upon completion of a project we will seek to confirm the method of support that you require from us. We offer four core approaches to ongoing software support Software Maintenance Agreement – to cover all bug fixing and related integration work Ad Hoc Support – for all requests (fault analysis, bug fixes, changes and minor new features) Bespoke Support Agreement – tailored to your exact requests Future Versions – as requested to reflect new and evolved process requirements SOFTWARE MAINTENANCE AGREEMENT Once a solution is deployed and implemented, it is important that it is monitored and supported professionally to ensure that the project has achieved its objectives and is realising the anticipated benefits, and is operating smoothly. A formalised maintenance arrangement provides this support and is especially vital for large and mission critical applications. It is also suited to clients whose businesses are either highly regulated or who are without the available internal software resource. This typically includes: Helpdesk telephone support E-Mail support Fault analysis All bug fix development Integration testing, QA and routine bug fix software patches/ releases On line reinstallation that is required subsequent to bug fix repair Helpdesk Extranet support On line and remote diagnostic support Routine preventative maintenance, analysis and software health check Software performance audit and consultancy The minimum period of these agreements is one year and a maximum period of support can be agreed in advance to cover the projected lifecycle of the application. We are happy to provide these maximum contract guarantees subject to the period that manufacturers are willing to guarantee developer support for the related products. In practise this normally means Microsoft and the projected shelf life of their operating systems. Standard maintenance agreements are focused on supporting the software already created. Additional post warranty future versions and releases can be added to the agreement mid contract as required and are calculated on a pro rata basis as appropriate. Included within any maintenance agreement is a guarantee that we will (subject to agreement) be available to provide further development services and versions. AD HOC SUPPORT This can be in addition to or instead of an Annual Maintenance Agreement. The advantage of ad hoc is that it does not differentiate between software bugs and new feature requirements. For each requirement or issue that arises, we first provide an initial budgetary estimate of the work involved to provide the services required to deliver the necessary solution. Upon any subsequent confirmation and instruction to then proceed, we then schedule and undertake the body of work involved. This is charged in one of two ways: Ad hoc billing Discounted service day bundles Ad hoc billing This is charged per day at our ad hoc standard daily rate (or part thereof) and billed monthly in arrears. Discounted service day bundles For ongoing and large projects a batch of service days can be purchased in advance at a discounted rate and utilised as required per your instructions. Service days can be utilised in full or part per day with no minimum usage requirement. If we only perform ten minutes work for an issue then only ten minutes will be recorded. These can be used for support, feature development work and or other services relating to software development services for a project. As a fault is reported we perform an initial 30 minute fixed maximum fault analysis. Additional usage is only authorised upon the clear instruction of the client for each occurrence. There is no time limit or any other limitation. A monthly statement of use is to be provided. BESPOKE SUPPORT AGREEMENTS T-Commerce Ltd can further tailor a bespoke service agreement built to exactly compliment your particular circumstances, needs, resources and preferences. Different clients have different I.T. strategies, policies and resource capacity and we are happy to work in harmony with your I.T. department to provide a level of ongoing support which best compliments your particular organisation and the needs of this product. This can be a mixture of an agreed annual contract with a combination of ad hoc services. Included services can be pre defined management functions or can be used to handle routine ongoing minor new feature requirements. FUTURE VERSION DEVELOPMENT In the longer term there may be further requested changes to the requirements of an application. This may be in order to achieve new functionality as technologies, businesses, working processes and user requirements naturally evolve. Operating systems and integrated products or technical environments may also change, even if the functionality requirement is unchanged. It is common that when a bespoke application has been first commissioned to the exact needs of a client and the benefits then realised, new levels of efficiency are often then expanded to incorporate other key business areas. With bespoke software the direction, availability, timing and frequency of future versions is the decision of and is driven by the needs of the client not the vendor. T-Commerce Ltd is happy to discuss and competitively tender for the development of any future versions which are required to maximise suitability and optimise the longevity of an application.