Research Report

Support Offering Analysis for Hardware plus Software Technology Portfolios

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 hardware 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 pricing methodologies are used to price support contracts?
    • What is the percentage of product applied to each support tier?

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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