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4.8. SUPPORT

Software support is one of those issues that is universally recognized as one of the most important factors when considering a purchase. The level of support can vary appreciably, and often separates a good purchase from a poor one. Points to consider are the provided documentation, example programs, training, and help-desk services.

Documentation. All shells come with a manual that instructs you on how to use the program. Some even provide separate user and reference manuals, which can be helpful. One thing to look for is a manual that has a good index that can lead you to the appropriate section for needed information. A few vendors provide a tutorial that takes you by-the-hand through the process of developing a small system. If done well, this tutorial can quickly get you up-and-running on the software. One point to look for is a tutorial that gradually takes you through the steps of developing a working system, where each step introduces a different feature of the product.

Example programs. Most vendors provide example expert systems that you can review to learn about software coding and to gain insight into how to develop a system. Unfortunately, the number and value of these examples vary considerably. Look for vendors who provide many small examples, where each example demonstrates a different side of the product.

Training. Some vendors provide training for their software. In general, however, it is the vendors of the larger and more expensive tools that provide this service. This training might be offered at the vendor's site, periodically given at geographically selected sites, or in special cases at the buyer's site. For some of the more popular tools, third-party companies offer training on the software.

Help-desk services. Even with the best documentation, you can expect to run into problems where help is needed with the software. To accommodate their clients, some vendors provide a help-desk phone number where, in theory, you can get help. Some of the vendors offer this service free of charge, while others require you to purchase a service contract. If you are lucky, the vendor will provide a toll-free number. If not, you might easily run into a situation where you are put on hold, and are left to mentally calculate your next phone bill as you are entertained by a recording of Barry Manilow.

4.9. COST

Shell prices range from under $100 to over $50,000. For the most part, you can expect to get more power for more bucks. However, this is not a golden rule and you need to be an educated buyer. As mentioned in the hardware section, you can also expect to spend considerably more for a shell to be run on a large platform such as a mainframe, than for one that runs on a PC. Consider first the technical features of the shell, as previously discussed, to make sure the shell meets your needs. This will filter out many of the tools, leaving a smaller selection. Even here, however, you could be faced with shells having a wide price range. At this point, consider two other factors: licensing and distribution costs.

Licensing costs. Following the shell purchase, you assume a legal responsibility to use the software according to the vendor's licensing agreement. This is the same situation following the purchase of other types of software. Typically, this agreement prohibits the copying of the software and requires that it be used on only one computer. In the event the shell will need to be used on several computers at the same site, purchasing a site license may be the way to go.

Distribution costs. When the shell is used to develop an expert system to be used on other computers, you may need to consider possible distribution costs. Some expert systems can only be run using the original shell. Others can run using a "runtime" version of the shell, which permits the user to run but not modify the system. Some shells provide the ability to produce an executed form of the expert system. Naturally, if you plan to develop an expert system to be sold or used by various parties within your organization, you need to know how the system can be distributed and any distribution costs.


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