There is an accelerating trend for software houses to purchase support services from third-party providers. The success of these third-party operations is presently mixed. For programs that generate a limited number of simple problems, using outside support can work. However, remember these organizations are in business to make money by keeping their own costs low. You will never get more than you pay for.
If your product is sophisticated and the pleas for help are varied, you're better off keeping support in-house for the time being.
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