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2026-10-21 12:07:36 -

Who Keeps the Savings When AI Enters Application Maintenance Services?

A retailer signed a five-year contract for application maintenance services in 2024. The vendor staffed a team of 40 engineers across different support levels and billed the retailer through a monthly FTE charge. A year later, the vendor introduced AI tools for ticket triage, log analysis, and code fixes. Routine tickets could now be resolved automatically or in minutes. The vendor...

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