Last Mile Service: Product Maintenance
Software product maintenance is perceived to be a bug fixing exercise
. However, over the years, studies show that over 80% of the time, the 80% of the effort of a software maintenance company is in non-corrective actions, mostly functionality enhancements. Most of the time, what is reported as a bug by users is, in reality, a functionality enhancement to the product or system. Unfortunately, this is counted as bug report. As long as there are users, there will be a requirement for maintenance of different varieties.
Software
product maintenance has a set of practices, activities, and processes that are distinct from other parts of the software development business.
Some examples are:
Hand Over, or Transition, in which developed or developing software is progressively transferred from the developer to the product maintenance engineers in a tightly controlled manner
SLAs (Service Level Agreements) and domain specific maintenance contracts between a software product maintenance company and developers
MR (Modification Request) and PR (Problem Report) Help Desk, an issue handling process that software product maintenance companies use to prioritize, document, and route the complaints that they receive MR
(Modification Request) accept/reject in which MR work beyond specified size, effort, complexity (usually spelled out in the SLA) may be rejected by the
Software Product Maintenance Company and directed to the developer.
Keeping the current installed user base satisfied is the aim of product maintenance. And, this can be a big problem for a product company, since it involves significant investment in resources, which inevitably, in turn, means that time, energy, and funds are diverted away from an ISV's core activity.
Outsourced maintenance and support services help ISV's, SAAS companies, and others that rely on software by supporting their existing products and customer costs effectively. This leaves them free to concentrate on building new products or versions and to market them.
Some scenarios in which product maintenance is best outsourced are:
Legacy Platform: The product is on an old technology set or platform and is expensive to maintain in-house. Older Product Version: A new version is out, but the current user base of the old version needs support for a while.
Keep alive a non operating product line: there is minimal activity in terms of adding new features, but the product requires bug fixing, or small feature enhancement requests.
Last Mile Service: Product Maintenance
By: Adam George
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