"We're considering making the first year of support mandatory for anyone
who buys our products. We're also considering making our support contracts
'evergreen'—that is, automatically self-renewing. Any advice?"
—Larry from Laredo
With respect to mandating the first year of support, I suggest you
bundle it in with the sale of the product. In other words, the
product automatically comes with 1 year of support.
Perpetual contracts can be good. You may, however, need to reword
your contract/license agreement with verbiage indicating as such.
Don’t forget to include your cancellation policy. Your paper value
will also improve because you have clients under contract for an
indefinite period of time instead of in 1 year increments. From an
outsider's perspective you have less chance of losing a client than
you do having one cancel.
Hope this helps.
—Mike Kennedy email@example.com
Director of Support, Hotel Information Systems
[Any other advice? Send an email to membership director Jane Farber at firstname.lastname@example.org, and we'll
post your feedback.]