Objectives: Introduction Over View of System Analysis and Design

Terms

In formulating a maintenance agreement, the terms of the agreement areas important as the cost. The contract maybe written to cover both labor and parts (all parts, regardless of the number needed or their cost, labor and an allowance for parts, or labor only, with parts charges added on as needed. The type of contract desired depends on the expenditures the organization is willing to make in comparison with how frequently it estimates service will be required. The labor and parts form is the most common type of contract for large systems. The analyst should also consider how maintenance costs would change. Large manufactures have established policies of adjusting their maintenance charges on an annual or semiannual basis and frequently will not change these policies for any customer. Other suppliers and service companies offer open – ended contracts that allow the adjustment of charges at anytime with 30 days notice. Frequently, analysts negotiating service with these companies will seek a capon maintenance that is, they will seek agreement, in writing, that the maintenance costs will not increase by anymore than a stated maximum amount during a specific period, such as a calendar year. This type of protection ensures that the supplier cannot take advantage of the user who is totally dependent on the service agency. Most service companies are very reputable, but good business practice dictates that adequate protection always is sought in contracting for services.

10.5.1 Service and Response
Maintenance support is useful only if it is available when needed. Two concerns in maintenance are the response time when service is requested and the hours of support. When a telephone call is placed for emergency maintenance, will a technician or engineer be dispatched immediately That maybe unlikely. However, the user has right to expect a reasonable response time after making an emergency call. Organizations often specify in the contract that the response to a telephone call must be made within 2 hours. Others specify same-day response, and still others accept response no later than the next morning. The degree of dependency the user organization has on the computer system will dictate how these terms are negotiated. An online system that is in use 24 hours a day will need a much quicker response that one that is used intermittently for batch processing. When desktop computers are in use, an alternative to onsite support is available in the form of carry-in service The user delivers the computer to the dealer or maintenance agency for repair. Often, service while-you-wait or same-day service is possible. For problems requiring longer repair times, a rental system maybe available. Repair service is often provided only during normal working hours. If an organization wishes evening service or around – the-clock coverage, it is usually available for an extra charge, say, from 10 percent to 50 percent additional cost. However, equally important is the need for performing preventive maintenance, the routine service of cleaning and adjusting the equipment to prevent breakdowns. Whenever contracting for maintenance, a schedule of preventive maintenance must be agreed on in advance. Information about manufacturers suggested preventive maintenance cycles and procedures should be filed in the systems department and included in service agreements.

In all instances, the stocking of sufficient spare parts is important, since good service is impossible if spare parts are not available. User organizations should obtain sufficient assurances about adequate parts inventories in advance of need.

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