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What does software 'maintenance' inlcude?
Ralf Maximus:
In our agreements we differentiate between "updates" and "upgrades". An update is a patch or replacement .exe that fixes a problem, adds functionality, etc. Updates are free and encouraged for maintenance customers.
An upgrade is a whole new level of wonderfulness, the "deluxe" version with entirely different capabilities. It's an optional route they can choose to spend money on.
It pays to define your terms up front in the agreement. You'd be surprised what some folks think "software defect" means...
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