In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

Support Offering Analysis for Hardware plus Software Technology Portfolios

This report is for Offering Management members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

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

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

Experience Our Community

Our thriving community of 40,000 technology and services leaders rely on TSIA insights every day.