Pay to Play
All free support entails very little obligation on the part of the vendor. Despite this, your results can be pretty good if you take ownership of the problem and follow up aggressively. Nonetheless, there are times when you need more than you can get free, particularly if troubleshooting is a major part of your job.
Ultimately, only you can decide what level of convenience and response time you need. Your contract cost will be based on the complexity of your environment, response time, and whether your equipment or software is still under warranty. Here are some options that you might want to consider for your support organization:
Technical support software subscriptions— Usually covers only what’s available from the vendor: maintenance ...
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