Lynn Fredricks
Jul 25, 2017 · 1 min read

You make some good points about support, however support is a known variable when you look at the needs within vertical markets you are serving.

Some products are a snap to support with FAQ and open community support, others not (or they require a different type of structure). For the others, you create a different type of plan. Small shops, just like large ones, need to create support plans as they conceptualize the product, and failure to do so is a failure of their understanding of the business of software — not a failure of the system.

Support costs are costs, but they can be manageable costs within the perpetual / upgrade model.

    Lynn Fredricks

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    Appears in mirror as younger, thinner and with more hair. Also 28+ years in technology and international tech biz dev.