Because of the lack of these types of resources, project deadlines might get pushed out or worse, the applications are launched and they don't meet the load requirements on the first day of business. Two Support packages are proposed. The first is a yearly, unlimited incident reporting support contract. The second is based on the number of incidents reported. Support includes installation support, troubleshooting, product implementation, problem reporting and priority bug fixing.
Business owners are concerned with the choice of software that they implement in their environment.
The software must have proven reliability and evolve as aggressively as their business needs demand. Part of that reliability rests in the Support model. Executives need to be sure that software purchased from Software Company X will not be bought out by another company with no real concern for the product, thus leaving the customer stranded with no support. Open Source software relieves the customer of this issue because the source can not be bought out or controlled by another vendor. As a result, there is little motivation to provide top quality support, and even less motivation to alter software to their customer's specific needs.