Analysis of Maintenance and Support Productivity

This short paper focuses on data from the ISBSG Maintenance and Support Repository.

Maintenance refers to software changes that:

• improve performance
• detect and correct potential faults before they occur.
• correct problems or bugs
• ensure the software remains functional, despite system changes

Support refers to:

• problem investigation
• responses to user queries and services to users
• user help and advice

The short paper analyses the effort spent by teams on maintenance and support. It then drills down further to determine the effort spent on different maintenance and support activities.

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