Evaluating Vendor Support Contracts
Arranging for adequate vendor support of the system you're designing is an important part of the planning process (you learn about constructing and managing an internal support infrastructure in Chapter 5, “Support Administration”). You can't wait until the project is completed to think about support. As you've learned in the preceding section of this chapter, your plan should include an evaluation of contracts for both hardware and software.
Hardware Support
Hardware support contracts come in many forms, but they all must cover one universal concept: replacement parts. If a part fails, your hardware support contract must guarantee a working replacement part to be delivered within a specified time. Individual ...
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