Ask Slashdot: How Long Should Devs Support Software Written For Clients? 384
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Soulskill
from the just-until-the-next-venus-transit dept.
from the just-until-the-next-venus-transit dept.
lucky4udanny writes "My client says any software/website we develop for them should be supported with bug fixes forever, with no further compensation. We have generally supported our work for two months, to give the client adequate time for real-world testing, after which we charge by the hour for all support. How long should a company fix bugs without compensation in software they developed? What is the industry convention?"
3 Months (Score:5, Informative)
We do 3 months for custom / work-for-hire products, and hourly after that.
You have to be careful, because I've had companies that start making changes to their infrastructure, and then told us our software didn't work when in fact their environment changed. So be very specific.
Re:Too late to be asking.... (Score:5, Informative)
It's probably a good idea to check with a lawyer if there is a legally required support duration and what is covered under it. In this case, he should be happy if there is, because then he tells the client that he'll provide support as legally required and any additional support would have to be negotiated. Don't leave the client hanging if he needs support now and is willing to negotiate a support contract. Be prepared to write off that support in case no contract materializes though and be firm if the client tries to drag this out.
Refer to your original contract (Score:2, Informative)
As long as the clients have paid for, as specified in the terms of the development contract (except insofar as the developer has an interest -- e.g., in developing goodwill -- that outweighs the cost of the support, or applicable law -- e.g., general provisions governing warranty obligations that the contract did not modify, either because the language didn't address them or because the law doesn't allow contracts to modify them -- imposes additional obligations.)
Re:Too late to be asking.... (Score:5, Informative)
Probably a good idea.
And if there isn't I imagine the only answer would be, "We've met the design goals as conveyed to me, and you haven't contracted me to provide infinite support. But you're welcome to make an offer and I'll be happy to work with you from there."
Without being a dick about it, of course. Next time, figure it out ahead of time and everyone signs on the line provided.
XP Support, or lack thereof (Score:2, Informative)
I disagree. Microsoft did not provide support as it is being discussed here. Where I worked in the early, relatively bug ridden days of XP, we had large numbers of XP licenses (tens of thousands) and Microsoft Premier support. I reported many bugs and so did many others in our organization. They never fixed a single one of them in response to our reports. They did continue to develop their product, including some bug fixes along the way but my experience was that the bug fixes were not motivated by their support agreements. If I had to hazard a guess, it would be that they were motivated only by the possibility of future sales, but that may just be my cynicism. I was never privy to any of their decision making.
Re:Too late to be asking For the client too! (Score:5, Informative)
Please specify where these industry standards can be found.
I'm pretty new at this programming stuff, having only been at it for 30 years and I haven't run across any universal industry standards document yet, so I'm all ears.
Re:Too late to be asking.... (Score:5, Informative)
Please read "Foundations of Software Testing" to understand that what you are saying is wrong on so many levels.
You should indeed do your best to write the best software you can, but there are enough factors influencing you that you never can be sure your software is bug free.