How much do software companies generally charge for their maintenance/support plans? A vendor is quoting 20% of the price of the software on a yearly basis. Is this high? Low? Does anyone have examples from your software vendors? Thanks in advance!
How much do software companies generally charge for their maintenance/support plans?
Is this for fundraising software like Raiser’s Edge? In which case yes, the big players charge a healthy amount for support.
Yes, we’re looking at Raiser’s Edge, DonorPerfect, Visual Alms, and a few others.
some companies, like Care Business Solutions – http://www.care.co.uk – offer a package where you can buy a set of units – that can be used for consultancy, training or support – that you can buy at the start of a year and then carry over any units to the following year if there’s any left.
This is very different from how Blackbaud/RE operates where it is indeed 20% of the software cost per annum – but some other software suppliers will have different pricing structures for this.
I would personally suggest against Visual Alms at the moment – let me know if you want to know why!
Keith, Purple Vision, 07968 718966
Thanks for your suggestions, Keith. I’ll have to do some more research on CARE. I am curious as to why you suggest against Visual Alms.
give me a call if you like and I’ll explain my thoughts on Alms – it’s quite simple really, and relates to Alms being a product that was very good in 1998 and ahead of the field then, but that now is not something I would recommend people using
my numbers 07968 718966
At donorflex, we know that cost of ownership is a key aspect of buying into a software product. History’s littered with software companies who didn’t invest properly in continuous product development and first-line client support services ~ and couldn’t afford to because they’d ignored the challenge of funding ongoing costs in this key area.
Prudent management means vendors have to charge in step with the level of service their clients require. That commonly results in Annual Support and Product Upgrade costs settling at between 15 and 25 per cent of the initial acquisition price. However, the final account is still about Total Cost and Value for Money ~ where donorflex offers a level of service, scope of operations and value for money that’s unmatched.
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Thanks Mark. Can you summarise donorflex’s charging for maintenance/support, to give users of other systems/products an idea of how they might compare?
Keith, does that mean Care charge clients for support on a usage basis and not annually? What is the range of costs per call or issue?
Marc, could you also give an indication of the percentage charge that Donorflex have on support?
This thread, and the parallel thread concerning Raisers Edge alternative systems triggered in January by Babs’ query, hinges on users’ notion of value-for-money and judging the balance of risk that exists somewhere between working to budget and buying the peace of mind that comes with the safety net of a support system.
We know that many factors feed in to the very demanding task of assessing, selecting and buying a database, which is why ~ although no great secret ~ there’s no straight answer to Howard’s request for a summary of how donorflex approaches the issue.
I mentioned in my last posting that, if anyone drops me an e-mail ~ explaining their circumstances and needs ~ we’ll be happy to go through the support element of donorflex costs, and anything else they’d like to ask.
It’s no surprise to me that Lianne Ramage hasn’t yet taken up our offer to chat, despite her keen interest in finding out more about donorflex. Although she hasn’t yet declared her position, her two previous postings have hinted at a preference for Raisers Edge. That’s no surprise either, as she’s an account manager at Blackbaud.
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