>How are most maintenance contracts setup?

Here's what we usually do:
1- 3-6 months warranty, when all the assistance will be free except for the travelling, hotels and food.
2- From then we establish a one year contract where the client has 30-50 hours of assistance with 20% discount over the base price per hour. The extra hours will be charged regularly.
3- When the client signs the contract we offer him a modem and all minor upgrades to the software. Modem advantages: We can to the upgrades faster and the client doesn't pay deslocations.
4- On the clients request we can give him the source code with some conditions:
a) He cannot use it for any purposes except in the case our company breaks
b) 45-70% of the software price
c) We deliver the sources encrypted, a sealed envelope with the pwd wich we check everytime we go there. As an additional clause of the contract the client agrees to pay a certain amount in case the envelope is open.
5- Payment:
a) 1-3% of the total cost per day of delay up to a maximum of 45%.
b) The client agrees to pay 20%/signing, 60%/during development and 20%/installation.

Alex.