Vendors’ support and maintenance revenue: assessing the impact of the move to XaaS business models

01 September 2020 | Research

Justin van der Lande

Strategy report | PPTX and PDF (22 slides) | Cloud Infrastructure Strategies| Data, AI and Development Platforms| Telecoms Strategy and Forecast

"Vendors are being pushed to use a SaaS-, PaaS- or IaaS-based business models, but are losing valuable support and maintenance revenue as a result."


Vendors' valuable support and maintenance contracts are being compromised by new XaaS-based business models. Revenue is being redistributed internally within vendor businesses as support and maintenance are included with XaaS offerings.This report looks the impact of XaaS and outlines some approaches that vendors are taking to ensure that revenue is not unnecessarily sacrificed as they shift to a cloud-based approach.

This report answers the following questions.

  • What level of revenue can vendors expect to achieve from products that relate to support and maintenance?
  • Which XaaS business models are available today?
  • How will new delivery models affect support and maintenance revenue?
  • What role will XaaS play in the roll-out of 5G?

CSPs’ spend on support services by domain, 2016–2025



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