- Apart from free support, the vendor must provide a paid commercial support for the software developed through a long term technical support contract with the client.
- The support offered by the VENDOR must be enterprise class support including support for-
- Remote troubleshooting capabilities – through online communication/automated means installed on client’s device.
- The vendor must offer an automated service to handle security patches and upgrades in relation to client demand.
- installation support – support for new product installation, existing product updates,
- Primary usability related support.
- Alternatively, the vendor must introduce a pay-as-you-go incident based support service.
