Support

Support is Service and should be treated as such. Often is is convenient to package support in with other services, such as hosting. This can quickly lead to trouble if the customers expectations are not set and met. Starting off, I suggest the following definition of support, followed by suggested levels of support:

• Self service is not service. It is convenience for the provider to have the customer do everything themselves. Technology helps make this possible.
• If a person cannot help themselves then they need to pay for that education so that they can by investing their time.
• If a person cannot help themselves and they do not want to pay for an education, then they should pay for someone to do it for them.

• Q: How much to charge?
• A: Whatever it is worth to the customer. Some customers will find more value in education than in having someone do it for them. These are typically the "cheap" customers that do not understand roles and like to tinker and do (mess up) everything themselves. Anytime a customer can do more of your work for you, you should let them, SO LONG AS IT DOES NOT CREATE MORE WORK FOR YOU that you cannot charge for.

Give options

The First option

Should always be free, and the return should be nothing.

The Second Option

Should be the one that you want them to pick, and should be priced accordingly

The Third Option

Should be priced appropriately so that you can handle it if they choose it.