Hello,

I am in the process of writing a System's Support and Maintenance Requirements. To be honest, I was looking for an example to have a better vision on how to do this. Can you please help with this? Typically these requirements are needed to be included in a tendering offer for example. 

Many thanks for your help

Regarding support needs you would need to determine the following:

• what will your help desk do?
• what will your apps support team do?
• what will the vendor (if applic) do?

These roles should cover off all of your support needs. You will need to determine the expectations of how long it is expected for an outage to be fixed. This will determine the system classification and its SLAs. 

If the software is a vendor system, they should be able to tell you what maintenance needs there are. It would include things like upgrade activities, patching etc. Having a conversation will help draw out this information.