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ASPonline.com >
Reports >
Trends in Fee-Based Support (2002)
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Trends in Fee-Based Support
Publication date: 2/02
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Executive summary
Fee-based services—including maintenance, training, and
custom development—represent a growing revenue opportunity for
many software companies. Moreover, corporate buyers are
generally less sensitive about service prices than about product
prices, as long as those prices are roughly comparable to
prevailing marketplace rates.
To provide benchmarks for setting fee-based service prices (and
to help in the design of these services), the ASP has analyzed
data from 116 participating software companies and used this
data to define benchmarks and price ranges for the following
metrics:
- Per-incident support pricing
- Per-minute support pricing
- Maintenance rates and price points
- Maintenance renewal rates
- Maintenance components
- Optional vs. required maintenance
- Professional service pricing
- On-site training prices
- Public training prices
- Training course length
In addition, the report includes advice and guidelines from
service marketing experts about how to structure prices and
develop performance metrics for professional service groups.
Copies of the survey are free to ASP members in the
members-only area.
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