Offering software maintenance as an offshore service

This keynote is directed to the software service organizations in the emerging countries of Asia and South America as well as to outsourcing companies in Eastern Europe. It summarizes the sad state of many western user organizations caught in the legacy software trap and how eastern software shops can help them. The talk focuses on the processes, techniques and tools required to run a remote software maintenance operation, the legalities of maintenance contracts and the economics of outsourced services. The speaker shares his experience in how to establish a good customer relationship and how to charge the services in a way that is acceptable to both the customer and the service provider.