Support/Maintenance Contract for a client

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Skills Required
Project Budget
$30 - $250 USD
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Project Description

We are an IT consulting firm that is into Web and Lotus Application development
We have a multinational corporation here in Nigeria that we normally do business with
and we need to draw up a Supplier support/maintenance contract that covers the following amongst other things

1. Application support for some of our already existing applications
Applications should be grouped into two or three categories
category one - High priority
category two - mid priority
category three - low priority
Each of these categories will have a cost model and support frequency model attached to it

other issues can include phone support call
Online resolution
periodic training of 1st level support staff
Description of three tier level support to include FAQs, 1st level support staff and developer excalation
Phone and email support
periodic system check
Bug fixes and system maintenance upgrades
support log and support tickets
Support Exclusions
Addition and modification of applications
service availability
Errors created by suppport staff modifying system

2. Cost of Application development/service cost
one of the other factors we need to agree on is application development cost
this is like a catalogue with the following
Web Interface design 200 dollars (covers two interfaces to choose from)
Average development cost - min of 5 days
Average testing and deployment cost - min of 5 days
Average Initial after deployment support - min of 5 days
These costs are based on development framework
We do PHP, lotus domino, multimedia, Office tools and so on

3. List of Applications
I have a list of applications developed that will form part of the support contract

This is what I have for now. Please send in you quotes


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