Software Support Services | Contract Terms Our services include long-term software-support contracts or pay-as-you-go, incident-based support. Software support services typically include remote troubleshooting capabilities, installation assistance and basic usability assistance. Remote troubleshooting capabilities may be delivered via telephone and online communication media or without human assistance through automated means that reside on the customer’s device or are available on the Web services. The blueprint contract defines your selected support packages based on your online project. Software support services may include new innovation software installation services, installation of backoffice or updates, migrations for major releases of software, other types of proactive or reactive on-site services, and support for custom application or infrastructure software. Services may be delivered by host vendors, a consulting firm or third-party software maintainers. Software products and technologies covered under this category include commercial and custom operating systems, application software, and infrastructure software. Software support services do not include software license code updates and upgrades, which vendors often report as software maintenance. Ethos Miles Ltd 2009-2021