How does a “Support Access Agreement” differ from the “Service Contract” or “Extended Warranty”?
Support Access Agreements are very different from the “Service Contracts” or “Extended Warranties” often sold with computers, consumer electronics, appliances, and/or automobiles. Software companies must provide significant ongoing service to supported clients, both in terms of telephone support and ongoing product development. By contrast, computer hardware, consumer electronics, appliance, and automobile manufacturers offering a “service contract” or extended warranty are – only obligated to provide a service if something breaks – have no involvement with training or the use of their product – don’t provide new versions – are playing the odds that they will not be called upon to do anything whatsoever. Moreover, they are not providing a constantly evolving product to the original purchaser (i.e., if the original purchaser wants that version, it must be repurchased as new.) The ongoing burden on a software company is quite different and far more extensive than the burden on the hardwa
