Software Support Services: Contrasting Utilization and Satisfaction for Software Vendors and Third-Party Providers

Publication Date	March 2009
Publisher	IDC
Product Type	Report
Pages	13
ISBN Number	not applicable
Product Code	IDC07446

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Summary

This IDC study presents results from IDC's 2007 Software Support Services Customer Satisfaction Survey. The survey examines software support services for enterprise software for 12 vendors. Key topics include a comparative analysis of customer usage and satisfaction for software support from both software vendors and third-party providers.

"To maximize the performance and reliability of their enterprise software, most IT departments purchase a support agreement from either a software vendor or a third-party provider," says Elaina Stergiades, senior analyst in Software Support Services. "While enterprises have different reasons for choosing one over the other, and usage and satisfaction will vary according to the support deliverable, the overall levels of satisfaction are generally very similar - making third-party support a suitable alternative in the right situation."

Content

IDC Opinion
In This Study
- Methodology
  - Sample Frame and Sampling Method
  - Respondents
  - Interviews
  - Questionnaire
  - Survey Schedule
  - Weighting
- Definitions
  - Upgrades/Updates/Patches
  - Online Support
  - Telephone Support
  - Onsite Support
  - Remote Support
Situation Overview
- Introduction
- Survey Findings
- Figure: Importance of Support Services Deliverables by Type of Vendor
- Figure: Considerations While Purchasing Support Services by Type of Vendor
- Table: Important Considerations While Purchasing Support Services by Type of Vendor
- Figure: Frequency of Use for Support Services Deliverables by Type of Vendor
- Figure: Satisfaction with Support Services Deliverables
- Table: Satisfaction with Support Services Deliverables (Mean Score)
Future Outlook
Essential Guidance
- Advice for Customers
- Advice for Software Vendors
Learn More
- Related Research
- Synopsis