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From: Marc Lee on 14 Jan 2008 17:01
All,

I have developed several products for a client and we are about to launch a
project where we'll move his products to a Flash platform.

My question has to do with how I should structure after-release tech support
for the products I build. Up to now it's been fairly intermittant and
informal from my end but I'd like to formalize the agreement.

If you have been in this situation, I'd be interested in how you structured
your support for products you build with your client.

Incidentally there are no really difficult or problematic tech support
issues that have arisen. I would say it's been relatively benign but just a
steady series of requests, perhaps 2-4 times per year. For more background,
the products we build are assessment tools for public school teachers, so
the requests for support normally come from teachers who are non-technical
or from the school's IT staff.

Any recommendations appreciated...

TIA,

Marc Lee
Denver


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