CHAPTER 11 Supporting Your Product
included the Ellis Labs information here because I think it interesting to
compare the approaches of two companies that are quite similar in terms
of the type of product sold and support requirements.
Another model used by some companies offering a self-hosted system
or desktop product is to combine a one-off cost for the software with a
yearly support fee that also includes updates to the product. HelpSpot uses
this pricing model for support and updates.
With a subscription model, quite often the initial purchase includes
one year of support; if you wish to continue to receive support and up-
grades, then you must renew the support part of the license. With this
model, however, you can continue to use the software even if you do not
require continued support for it. We don’t often use support from Help-
Spot, although we do like to keep the software up to date with any up-
grades. I am very happy to pay my yearly support subscription as I know
the work that goes into a product and I’m glad that the product continues
to be developed and supported.
Whether you charge explicitly for support or bundle it with your one-
off or monthly charge, the cost of support has to be absorbed somewhere
along the line. When you make pricing decisions for your product, be sure
to account for the time it will take. If you feel that support is draining your
resources, it will be far harder for you to feel happy about going the extra
mile for a customer.
Customers can be upset if the support or pricing model changes in a
way they feel is detrimental to them. That isn’t to say you shouldn’t change
it if you realize your current model isn’t working for you, but it is worth
putting some serious thought into your initial decision because if you can
get it right first time it saves potential bad PR around a move.