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Research Report
Support Offering Analysis for Hardware plus Software Technology Portfolios
Common Attributes in Support Tiers
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?
Authored By:
Julia Stegman
VP Research, Service Revenue Generation, TSIA
Publish Date: July 22, 2015
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