Typically support is structured under a set fee arrangement, where clients are charged amounts for services that they may or may not use. This is acceptable for transaction based applications where usage is likely and frequent.
However, with less critical “daily” business applications, the likelihood and consequence of issues is confined to the heavy processing periods and where changes are made to the applications. J&M’s preferred model is to be scheduled onsite with clients on a T&M basis for set periods during these times and on-call for incidents using the same development resources expert in that application. We work with clients to put an annual schedule together to assist in understanding both the needs (taking into consideration the capability and capacity of internal staff) of the client and expected cost to come up with a workable solution.
Our experience is that clients appreciate having the security of knowing we are there to support them, whilst having the control of their budget to spend what they can, when they most need it ie if no incidents in the month, no calls to J&M, no cost to our clients. If no incidents occur in onsite periods, we typically provide support in minor enhancements, reporting, performance tuning etc.