Research Report

SRG Common Support Attributes and Support Pricing: Global Software Companies

This report is for Service Revenue Generation members only

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Review this document to assess how your support offerings compare with the industry.

  • Are each of your support tiers more or less robust? 
    • How many support tiers do software companies offer? 
    • What are the attributes/deliverables that are commonly offered in each support tier?
  • How do your hours of coverage compare?
    • In which tier is 24x7 coverage hours introduced?
  • Is your pricing at, above, or below the market?
    • What is the percentage of license applied to each support tier?

 
 

Authored By:

Julia Stegman

VP Research, Service Revenue Generation, TSIA

Publish Date: July 20, 2015

 

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