Hi all,

I'm developing a system for 3 remote clients...it is basically the same system, with some differences built in for each client. It will most likely NOT be sold to additional clients (it's a social security system). I'll be traveling to each site to do installation, conversion and training.

I'm trying to figure out how to go about setting up some kind of maintenance agreement, and am having trouble deciding what is fair to the client, but offers them some basic level of support (say, priority over my other clients for responding to problems/questions, etc.).

It's clear that I will fix any bugs that I caused, or if something in the system doesn't live up to the original design/agreement. It's also clear that if they request a change, they will be charged for it (and we'll work out something so that if it's a major change and all three want the change, they can share the cost, etc.).

I see that many companies charge an annual fee that covers upgrades, etc. But i am not going to be independently making improvements to the system, i.e., all the changes will be initiated by the clients and paid for.

But, there will probably be a great deal of support required - especially over the first few months, and I want to be compensated in some way. Charging by the hour for e-mail/telephone support seems too complicated.

I'm wondering what consultants do in cases like this...any ideas are welcome. Thanks! J