Support is an integral part of what a supplier such as MSG
provides, and is a major differentiator between competing suppliers.
Support has three distinct roles:
If software is being actively developed, then bugs will result. This is
not an indication of shoddy workmanship, it is the essential nature of the
beast. What is important is that the supplier is available and responsive
when problems occur.
The software developer who concentrates on a specific market develops
considerable expertise in that market and the problems faced by its clients.
The provision of an effective telephone advisory service is invaluable. The
developer is able to deal with how-to-use queries on his own product, and
also becomes a disseminator of 'best practice'.
As users of software raise questions on how to tackle certain problems,
one outcome is that the software changes where necessary or desirable.
Enhanced versions of the product are then distributed to users as part of
the support service.
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Last modified: 11 January 2010
