Software Support Programs

After a custom application is developed, it often becomes a crucial ingredient of a client's business process.

It is imperative that the software system be efficiently maintained and any issues swiftly resolved. Additionally, the application(s) must remain functional and ready to adapt to dynamic business opportunities and requirements. Planned software evolution helps ensure your business is not left behind during the rapid technical innovation of these times. Executed support and maintenance procedures give our team valuable knowledge for advising on any software progression that may be helpful for your business processes. User support reveals the opportunity for functionality extension. Based on this knowledge, your priorities and perceived return on investment from any enhancements, we are able to keep your business on a sound strategy of software evolution.

SD3 offers support plans for clients who need pre-established and configured equipment and resources to provide technical support when needed. Our clients receive technical support for defects for any custom software built completely by SD3 or other third-party resources, as well as research and troubleshooting of software and infrastructure related issues. For systems built wholly or partially by third-party software providers, SD3's team will design a plan that addresses the unique issues presented by the customized system. In most cases, this translates into substantial cost saving when compared to hiring additional IT resources and maintaining the system and network environment necessary for quality support. SD3 offers two distinctive support plans to ensure we have the right-sized solution for your company; On-Demand and Retainer.

On-Demand Support

For budget conscious clients that need access to support but aren't yet positioned to engage at a Retainer level, SD3 offers its On-Demand Support program. This model is intended to satisfy ad-hoc support requests for systems requiring nominal effort and support during business hours.

This solution should typically be for short-term and immediate needs rather than as the ultimate long-term support solution. The benefits include:

• Dedicated support email address
• Named resources with the necessary skill set(s)
• Issue resolution reporting
• Project management oversight
• ASAP response time
• Source code and configuration management
• Secure off-site backups
• Network and server support

Retainer Support

SD3's Retainer Support program is for clients that need regular service during business hours and occasional off-hour support. Retainer support can be for both issue resolution and minor enhancements. Often, our Retainer Support clients need assistance keeping their applications up-to-date, especially for technology that changes quickly, such as mobile apps. We recommend all clients have retainer support for their mission critical systems. The benefits include:

• Dedicated support email address
• Proactive support – usage monitoring, capacity planning, log monitoring, proactive alerts and recovery testing
• Scheduled developer resources – enables timely completion of planned deliverables
• Same business day response to critical issues
• Continual software upgrades and performance updates
• Monthly status reporting
• Project management oversight
• Off-hour support
• Unlimited bug fixes for code developed by SD3
• User support
• Source code and configuration management
• Secure off-site backups
• Network and server support

On-Demand Program

The cost of SD3's On-Demand Program is based on the technology expertise required along with any test and development environments that need to be maintained.
In order to provide project management, sustain access to qualified technical personnel and maintain a test and development environment, a minimum cost per month is required.
The base cost is unique to every support situation, but in general budget between $500 and $2,000 per month for most systems.
This amount includes 4 – 10 hours of support time per month and includes minor expenses such as commuting costs, phone time, internet bandwidth, off-site backup costs, maintenance of development hardware and software, etc.
Any additional approved expenses and requests exceeding the monthly support time allowance will be invoiced monthly on a Time & Materials basis.

Please contact your SD3 representative for a specific quote.

Retainer Program

In general the costs are based on the size and complexity of the system, the language(s) in which the system was developed and the production, development and maintenance environments that need to be maintained. Since every system is different an analysis of the software and environment to be supported is required for each case.

Items to be considered:

• Number of lines of code
• Number of screens
• Number of fields on screens
• Number of external systems interfaces
• Development environment
• Database complexity
• Number and type of planned minor enhancements
• Specific computer language(s) used
• Licensing costs of 3rd party software products

A good rule of thumb is that support will cost approximately 15% – 25% of the cost of a software product for annual maintenance. Annual support of custom software not developed by SD3 requires an up-front system analysis and code audit to determine the quality and maintainability of the custom software.

Please contact your SD3 representative for a specific quote.