Dave Brown is a well-known industry consultant, teacher, and author. He's published one book and more than 30 articles and papers about improving support operations. Dave is president of Support Center University; he also works as an independent management consultant.

Tom Sweeny is a noted expert and author of numerous studies on service strategies, best practices and metrics. He has held senior management positions at Gartner, Lotus/IBM and SSPA. He is co-founder of ServiceXRG, a leading service industry research firm.

• Software Maintenance Agreement.
• Publications Plan.
• Consulting Services Agreement

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