Support

• What happens when a client calls the help desk?
• What is the escalation path? (rt queue, e-mail, phone, etc.)

Software Specific

• How is software going to be distributed?
• Who is permitted to download and install software?
• What is expected from software
• Is there a cost for the customer?
• When does the license expire?
• Who is responsible for renewal?
• Who pays for the software?
• Do users have a perpetual right to use?

Documentation

• Create product page for software grid
• Add any necessary pages to Hermes

Release

• Publish product page
• Send note to mailing list TBD including:
  • Description of software
  • Escalation path