Julie, you should include discussion on a software escrow arrangement between the client and the programmer if you're going to be complete on this. I'm surprised no one else has mentioned this in this thread.

The client asks for and pays for an escrow to be set up for the software. The programmer agrees to keep the escrow upload current with his work. The pair come to an agreement on when the client has access to the escrow area; when the job is paid, when the programmer fails to respond to service requests, whatever is fair for both parties.

If you're moving to being a consumer advocate then you need to be a smart one. :-)