We have a support fee price list and charge the same to all users of our software based on the modules installed and the number of retail locations in which the software operates. Not all software companies do this. Last week we saw charges ranging from $1,500 to $3,500 to small businesses using exactly the same software in exactly the same circumstances – bringing a new focus to mates rates.
If you are unsure of the support fees you are being charged, make some calls to colleagues, check that others are paying what you are being charged.
The $2,000 difference we saw last wee is unconscionable and was only billed, in our view, because the software company involved thought they cold get away with it.
Software companies which charge fairly and transparently have nothing to worry about from customer queries.