What to Ask Before Agreeing to Software Setup and Annual Maintenance

Most software disappointments aren’t about the software — they’re about an agreement that wasn’t clear. The two things to get right are what one-time setup covers and what ongoing maintenance includes. Here are the questions that keep both honest.

Understand the two different things you’re paying for

One-time implementation and annual maintenance are not the same, and bundling them in your head is where confusion starts.

• One-time implementation: setup, configuration, data preparation, training
• Annual maintenance: ongoing support, upkeep and the agreed scope of service

Questions about one-time setup

1. What exactly does setup include — configuration, data migration, training?
2. How long is implementation expected to take, and what do you need from us?
3. Is any customisation included, or is it separate?

Questions about annual maintenance

1. What does maintenance cover — updates, support, fixes?
2. What response can we expect when something needs help?
3. What is explicitly not included, so there are no surprises?

Get the scope in writing

A written scope protects both sides. It turns "we assumed it was included" into a document you can both point to.

• What’s included in setup and in maintenance, listed plainly
• The student-count basis the arrangement assumes
• How additional work is quoted and approved

Clarify the student-count basis

Because institute software is usually scoped around student numbers, agree what that basis is — and what happens as you grow. A clear answer now avoids an awkward conversation later.

Understand renewal terms

1. When does maintenance renew, and how is it reviewed?
2. Can you adjust scope or modules at renewal?
3. What happens to your data if you choose not to renew?

You don’t need to be a procurement expert to get this right. You just need to separate setup from maintenance, get the scope written down, and ask what happens as your institute changes. A good partner will welcome every one of these questions.