Product management (Product Technical manager) shall establish a project team(s) providing maintenance and support services to its customers around the product/IP solution. The scope of these projects shall be signed off through Statement of Work (SoW) or similar document between Product technical manager and project teams.

The Maintenance and Support project team(s) shall implement an Issue/Incident tracking system for effective management of each of issue resolution or support requests from Customers for the whole life cycle of the issue/incident. Issue/Incident tracking system shall have facility to track issues/incidents raised by both internal and external parties (viz. testing/validation teams, development teams and customers, partners).

Performance of Maintenance and Support activities shall be measured based on the compliance with Service Level Agreements (SLA) commitments.

Scope shall be resolving the issues reported, providing minor updates and providing technical support for using the interfaces or software. The scope of Maintenance and Support requirements can be different based on the Product offering and its model (Software license model, Accelerator model, or SaaS model). 

Maintenance and support services shall be delivered with any of the following;

• Maintenance Contract or specific maintenance terms in the main licensing or services agreement.
  • Sign up with Customer to provide maintenance and support services for a period of one year, which can be renewed on annual basis or any other suitable period.  The commercial models can be based on
  • • pre-defined support hours
    • pre-defined number of issues/tickets
  • Customer shall pay a fixed amount based on the above.
• Standard Time and Material like any regular services charged on efforts basis.
  • This model is recommended when there is significant customization done on the base IP/product for any specific customer, which is a typical scenario for Solution Accelerator.

Roles & Responsibilities:

Trigger/Entry Criteria:

Product Technical Manager initiates the maintenance and support projects.

Exit Criteria:

It is an on-going activity till the scope of SoW is delivered.