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https://gbievents.com/blog/shake-up-the-vendor-support-model
Support is bundled into the license when you purchase it from a vendor; This support is then renewed annually to give you access to the vendors support teams, upgrades to the product and updates/patches; Additional support models are available to give enhanced services
https://www.infosys.com/digital/insights/Documents/application-maintenance-support.pdf
The model offers support performance parameters (SLA, SLA performance) which define the pricing. Infosys manages the scheduling, resourcing, and management of the support team. Shared support model ... vendor, other client vendors Third-party issue resolution Issue resolution Issue resolution Interaction: Call or mail Issue logging ...
https://www.linkedin.com/pulse/what-consider-software-support-model-selection-mohamed-nada-mba
Mar 31, 2015 · What to consider in software support model selection ... you don’t have much options in selecting support services as you will be tied to the vendor …
http://www.oracle.com/us/products/applications/10-questions-for-cloud-vendors-1639601.pdf
Most vendor solutions look good on paper, but the proof is in the pudding. When you’re trying to ... subscription model of service licensing : you don’t buy a perpetual license but , rather, the right to use ... revenue at risk, not just their mainten ance and support revenue. Because of the broad alignment the
http://www.bus.umich.edu/KresgePublic/Journals/Gartner/research/118500/118544/118544.pdf
Gartner Decision Tools for Vendor Selection ... on a vendor selection process mired in vendor hype, politics and the disparate background of others on the decision team. Page 7 Market data is derived from three distinct sources: ... • Services and support — Professional services and
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