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System Maintenance Guidelines

This addresses the maintenance and support of a small to medium sized information system. It includes an agreement template.

Source: ITANZ
Jun 24, 2002
Reprinted by the courtesy of Information Technology Association of New Zealand. Please note that the article may be slightly country-specific when it comes to legal issues.

This paper is one of a series of guidelines relating to the acquisition of information technology or services prepared by the Information Technology Association of New Zealand (ITANZ). These guidelines are intended to provide advice and assistance to organisations considering technology acquisition and to set out a basis for development of a formal agreement. This paper addresses
system maintenance services.

For the purposes of this paper, system maintenance is considered to be services required for:

(a) remedial maintenance - to correct faults and return the system to operation in the event a hardware, system software or network component of the system fails; and

(b) preventative maintenance - to undertake scheduled maintenance tasks to keep the hardware and/or system software in good operating condition.

These guidelines identify and discuss the practical issues of hardware and software support and offer practical guidance for organisations considering a system maintenance agreement. This may be for a new information system acquisition or for an existing system where an existing agreement is due to expire.

Due to the convergence and inter-linking of computing and telecommunications, this guideline series applies equally to these technologies (collectively referred to as Information Technology or "IT" below). For example, PABXs are increasingly computer-like software-controlled devices integrating voice with data at a user's workstation. A user will take voice calls via a headset linked to the PC. The voice call may initiate the retrieval and display of data relating to the caller from a sales database. Voice and data are no longer separate parts of a system.

A sample agreement that may be used as the basis for a contract is included with this guideline. As with the other documents in this series, it must be noted that each agreement must be tailored to meet the requirements of a particular situation. This paper seeks to provide practical guidance and advice on general principles but it is expected that organisations undertaking contract negotiation will also seek legal advice as required.
Download Attached Document(s): l24062-06.pdf (116.7 Kb)