At the risk of starting another "rant"-type thread, I would like your input
on the following:

We have a software vendor (only distantly related to the HP3000) that is
pressuring us to sign a support agreement.  I'm not sure of the value of
this agreement (to us, anyway) and am currently in "discussions" with the
vendor.

Here is what we would get for our money:

Vendor will provide technical advice, suggestions, and answers to questions
regarding the product(s), integration, and services it has provided the
Customer.

COMMENT:  Am I wrong, or is this what a sales person *should* be doing?

Vendor will provide reasonable unlimited telephone support.

COMMENT:  Okay, I can see paying for "How do I do this?"-type questions.

Vendor will provide software upgrades...

COMMENT:  Not an issue.  The vendor has informed us that the third-party
(fourth-party?) software is no longer being supported by the original
creator of the software.

Vendor will provide six onsite visits to the customer site per year.  Onsite
visits in excess of this will be billed at $85 per hour.  For on-site
support less than 100 miles and four hours or less duration, all expenses
are covered; otherwise, expenses will be billed as incurred.

COMMENT:  The assumption here is that this is for on-site training,
enhancements, upgrades, etc.  but it is not explicitly stated what it is for
(and you know what "assume" does to you and me!).  I would hate to think I'm
going to pay for the salesman to come out and try to sell me something.


Anyway, the cost of this agreement is $400 per month.  I really don't see
the value in this to my company.  What do you think?


Jim Phillips                            Manager of Information Systems
E-Mail: [log in to unmask]     Therm-O-Link, Inc.
Phone: (330) 527-2124                   P. O. Box 285
  Fax: (330) 527-2123                   Garrettsville, Ohio  44231