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.
