Support and Maintenance contracts could bring in a lot of money. Money you can spend on new development. To keep customers paying for Support and Maintenance contracts you have to offer them a good return of investment. Services and actions from your side influence the customer's return of investment for a very great deal.
Services and Actions like:- Direct response on business standstills
- Error analysis and solving on the customer system
- Bug Fixes
- Advices and Workarounds
- Enhancement requests and Customizations
- Guidance during installation, upgrade or migrations
- Documentation
To be able to provide all these services and actions it requires a reliable and knowledgeable Support team. A team that knows how to approach a customer, minimize his anxieties and problems. Training, policies and procedures have to be a daily concern to management to improve further and to keep the customer's return of investigation high.