When negotiating a contract with a computer maintenance management system (CMMS) vendor the guiding principals and definition of the project must first be determined. Deliverables, pricing options, payment terms, continuance, product and service quality, and liabilities are additional areas that must be considered in negotiations.
perform system maintenance
to provide both a performance incentive and penalty for non-performance. This should cover delivery promises, service levels agreed to, and product quality guarantees. Remember, this is a two-way relationship. Any performance clauses, therefore, should be subject to customers fulfilling his or her end of the deal, such as proper back-up and recovery procedures, preparation of facilities for implementation, adequate documentation of errors, timely notification of problems, and other requirements.