A wise business mentor of mine, gave me four "keys to success in business". One of them was "Have a healthy dis-content for the way things are done". Over the years, those four keys to success in business have helped me evaluate my own decisions as I navigate down my career path.
If you've spent any time with me in a professional capacity, you've probably figured out that, even though I'm an independent consultant, I am committed to the Cabinet Vision software product without fault. I use it. I understand it. I promote it. And, I believe in it. My livelihood depends on my knowledge of the product and, by the same token, my livelihood depends on the success of my interaction with Cabinet Vision users in the US, Canada and even a few users in the UK and Israel.
A couple of days ago, I posted episode 84 of a Cabinet Vision Minute. The theme of the video suggested ways that Cabinet Vision users could "up their game in 2025". Similarly, this blog post suggests that Cabinet Vision/Hexagon could up their game by adopting real and tangible IT Service Management that addresses:
- Service Level Management: Focuses on negotiating, defining, and managing service level agreements (SLAs) and service level objectives.
- Change Management: Involves managing changes to the software, which can include updates and patches outlined in a maintenance agreement.
- Incident Management: Deals with restoring normal service operation and minimizing disruption, ensuring compliance with the terms of the SMA.
- Problem Management: Addresses the root causes of incidents to prevent future occurrences, aligning with the support aspects of the SMA.
Historically, Cabinet Vision/Vero Software/Hexagon has taken an "organic" and less-than-adequate approach, in my opinion, to provide frameworks that address annual maintenance and updates of the software, change management, and support "tickets".
In my opinion, both the Cabinet Vision user community and Cabinet Vision/Hexagon could and would benefit from re-evaluating their current IT Service Management protocols and move toward adopting protocols that address all four of the bullet points above.
If Cabinet Vision/Hexagon were to offer a real and tangible Software Maintenance Agreement, I would likely sign the agreement. Having such a real and tangible agreement locks in my expectations with regard to software updates and requests for help with software "incidents" as they're defined in the agreement.
What might such an agreement look like? Here's a very simple example of what a Cabinet Vision/Hexagon Software Maintenance Agreement might look like:
This Software Maintenance Agreement ("Agreement") is made and entered into as of [Effective Date] by and between:
Craftsman Engineering ( example )
123 Streetroad Lane
Somewheresville, CA 96765
("Client")
and
Hexagon/Vero Software
[Address of Vero Software]
("Provider")
1. Scope of Maintenance Services
The Provider agrees to provide maintenance services for the Cabinet Vision software, which includes:
- Software updates and upgrades
- Bug fixes and patches
- Technical support
2. Service Level Agreement (SLA)
The services provided under this Agreement are categorized into three tiers:
Tier 1: Basic Support
- Availability: Business hours (9 AM EST - 5 PM EST, Monday - Friday)
- Response Time: 48 hours for non-critical issues
- Support Channels: Email support. 12 support tickets included.
- Updates: No annual updates but patches included.
Tier 2: Standard Support
- Availability: Business hours plus additional hours (5 PM EST - 8 PM EST, Monday - Friday)
- Response Time: 24 hours for critical issues
- Support Channels: Email and phone support. 12 support tickets included.
- Updates: Annual updates and patches included ( with posted expected major release dates )
Tier 3: Premium Support
- Availability: 24/7 support
- Response Time: 1 hour for all issues
- Support Channels: Email, phone, and remote assistance. 12 support tickets included.
- Updates: Annual updates and patches included ( with posted expected major release dates ). Beta releases optionally available.
3. Fees
The Client agrees to pay the Provider an annual fee based on the selected tier of service as follows:
- Tier 1: $595 plus $200/hour per 13th - nth support ticket
- Tier 2: $995 plus $200/hour per 13th - nth support ticket
- Tier 3: $3995 plus $200/hour per 13th - nth support ticket
4. Term and Renewal
This Agreement will commence on the Effective Date and will continue for one (1) year. It will automatically renew annually unless either party provides written notice of termination at least 30 days before the renewal date.
5. Termination
Either party may terminate this Agreement for cause if the other party fails to cure a material breach within thirty (30) days of receiving written notice of the breach.
6. Limitation of Liability
The Provider shall not be liable for any indirect, incidental, or consequential damages arising from the use of or inability to use the software or services provided under this Agreement.
7. Confidentiality
Both parties agree to maintain the confidentiality of any proprietary information shared during the course of this Agreement.
8. Governing Law
This Agreement shall be governed by the laws of [Hexagon's choice of State].
9. Entire Agreement
This Agreement constitutes the entire understanding between the parties regarding the subject matter hereof and supersedes all prior agreements or understandings.
IN WITNESS WHEREOF, the parties hereto have executed this Software Maintenance Agreement as of the date first above written.
Craftsman Engineering ( example )
By: ____________________
Name: __________________
Title: ___________________
Date: ___________________
Hexagon/Vero Software
By: ____________________
Name: __________________
Title: ___________________
Date: ___________________
This blog post is not intended to be used as or to be interpreted to be any form of legal advice ( and it rubs me the wrong way that I even have to include this disclaimer ). Instead, I hope that this generates some interest from the Cabinet Vision community and from Cabinet Vision/Hexagon towards starting a conversation about improving the state of software support services from Cabinet Vision/Hexagon.
Let me know your thoughts in the comments below.
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