Your Options

Your support service may range from doing nothing to personal on-site visits. Ultimately, you have to select the modes that best serve your aims.

Inevitably the answer will be a compromise between what you can afford to give and what you have to gain. If your operation is like most software houses, your support service will cluster along the scale in Figure 17-1.

Newsgroup Web

Phone

On-Site

Figure 17-1: Support service scale.

Figure 17-1: Support service scale.

The subsections that follow further explain each option on the scale.

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