Paid Support

  1. 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.
  2. The support offered by the VENDOR must be enterprise class support including support for-
    1. Remote troubleshooting capabilities – through online communication/automated means installed on client’s device.
    2. The vendor must offer an automated service to handle security patches and upgrades in relation to client demand.
    3. installation support – support for new product installation, existing product updates,
    4. Primary usability related support.
    5. Alternatively, the vendor must introduce a pay-as-you-go incident based support service.