What to Expect From a Quality Agreement

Companies like Microsoft and Oracle are going to push updates (patches, new releases) out on their schedule, not yours (although in some cases, you have the ability to accept or defer the update).

You’re not going to be able to execute a Quality Agreement with the major software houses, you’re going to get what they give you.

They may offer some consulting services but you’re not going to get any executables crafted specifically for your organization.

On the other hand, when you contract with a reputable software development firm, it is reasonable to execute a Quality Agreement with them to address aspects such as:

  • Well-defined (and followed – possibly confirmed through an audit exercise) life cycle, including industry-standard configuration management (including the development environment) and change controls
  • Notifications to you should they identify any new issues in the software
  • Coordination with you on deliverables to provide (anything from requirements to test procedures to traces between the two to design documentation to user’s manuals to their test documentation, etc.)
  • Expectations on service and/or warranty
  • Responsiveness for issues identified
  • And Ownership of the software (do they turn over source code to you or just the executables) 🡨 highly recommended in ALL cases if possible