For vendors, automation support is tough business
Nov 24, 2008 11:02 AM, By Michael Grotticelli
Broadcasters usually don’t plan for the additional cost associated with software maintenance over an automation system’s lifecycle.
While virtually everyone extols the virtues of a software-based automation system, what’s less apparent are the costs associated with maintaining and upgrading that system during its lifetime. By its very nature, software needs to be updated as new versions come along and new features are added to an existing platform. Broadcasters spending thousands of dollars for such software-intensive systems are often surprised by the ongoing costs that are incurred for several years after the initial purchase.
The resulting frustration among broadcasters has made it difficult for manufacturers of such software systems to continue to invest R&D dollars while still realizing a profit. For one, Tim Thorsteinson, president of the Harris Broadcast Communications division, has openly admitted that the automation software business unit is among the more challenging areas he oversees. Thorsteinson attributes that to the burden of supporting software engineers to maintain software running on existing installations, while also requiring engineering support to develop new software and features.
“It has been a challenge to explain the need for ongoing software maintenance fees,” said Brian Cabeceiras, VP of strategic marketing and technology for Harris Broadcast Communications. “Clients who are accustomed to buying capital equipment and depreciating it don’t always understand that we are continually enhancing our automation software to account for changes in workflows.”
Noting that Harris currently supports thousands of broadcasters worldwide using its D-Series and ADC automation systems, Cabeceiras said history shows that there have been a number of smaller companies serving the automation space that tend to have a good first or second year, then drop off soon after.
“One of them will attract some new business; then they get crushed under the weight of the commitments they have to make to support those customers,” he said. “Harris supports thousands of devices that we must interface with, yet when customers get to NAB, they see new features on other systems and want them added to their system, without the loss of any current functionality. It can be very costly to do this on a continuing basis, but we have to remain committed to our customers … and we are.”
With the emergence of multichannel systems, it’s getting harder for vendors, because not only does an automation system have to talk to an individual device, but also it is increasingly integrated into an overall system. This means many areas of the production process are affected when a software upgrade is necessary.
| Want to use this article? Click here for options! |  |
