Subject: [IFETS-Discuss] Fee-based technology support and the implications for future sof
mharrsch@oregon.uoregon.edu
Date: Sat 20 May 2000 - 06:13:26 MEST
From: mharrsch@oregon.uoregon.edu Subject: [IFETS-Discuss] Fee-based technology support and the implications for future sof Date: Fri, 19 May 2000 21:13:26 -0700
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I found a recent report by the Association for Support Professionals
particuarly disturbing. It begins with the following observation:
"Are software customers willing to pay for technical support? Yes, according
to a survey of fee-based support plans conducted by the ASP (Association of
Support Professionals - http://www.asponline.com/index.html). This report
finds that fee-based programs have "quietly emerged as a major source of
revenue" for a broad range of software companies. "
It goes on to say:
"In fact, this survey also shows that fee-based support typically
contributes 20% (median) of total company revenues, among companies that
have at least some fee-based support programs in place. And the revenue
contribution is growing: More than half of the survey participants predict
that fee-based programs will generate even more income next year."
The reason I find this disturbing is that we already suffer from an industry
perception that releasing "buggy" and poorly documented software has become
standard practice. If "support" of their products is so profitable, there
does not appear to be an incentive to correct this practice. Worse, it
seems it could easily be a factor companies take into consideration when
planning the depth of their pretests before release since few if any
companies negate the support call charge when the problem turns out to be a
defect in the program's design.
This may be a little off-topic but we are all engaged in the use of
technology and I just had to let off steam about this practice to somebody!
I would include a link to the report but ASP wants a fee of $60 for it!!!
:-(
Mary Harrsch
Network & Information Systems Manager
College of Education
University of Oregon
Eugene, OR 97403
(541) 346-3554
http://darkwing.uoregon.edu/~mharrsch
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