Negotiating License Terms - IT Help Desk & Customer Service Software

Here are important questions to ask and some key contract terms to negotiate into your software license agreement:

"What is exactly included in annual software maintenance? Will we receive new major releases or just bug fixes and minor enhancements? Can you please show us exactly where this is documented in your Software License Agreement?"

"We know that in a few years we may have to purchase a new major release. We would like to lock in a significant discount now for that release, since we will have to repurchase the application and probably have to do a new implementation."