Mozilla End User Telephone Support Available Soon
Friday September 26th, 2003
In a message to the Mozilla marketing mailing list, Bart Decrem has announced that the Mozilla Foundation will soon begin offering telephone support to end users of Mozilla. The service, which will cost $39.95 per incident, will be provided by DecisionOne, who currently offer telephone and email support for Netscape. The Mozilla Foundation hopes to offer email support soon and is actively looking for an appropriate vendor to partner with.
#18 Cost of telephone support
Saturday September 27th, 2003 8:11 AM
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$39.95 per incident really is pretty cheap given support costs, though I suppose that you could also charge something like $1.95/minute and get about the same effect given average support call durations; it might also be perceived as "fairer" since the questions that could be handled quickly wouldn't cost as much as the harder ones. It costs money to be able to talk to a live person! Cheaper plans could also be offered that allowed e.g. email only support.
Other plans could also be possible such as fixed-price support contracts - $x/year and you get up to N support calls -- sort of an insurance plan.
In the case of paid software the price for some limited amount of support is often built into the price - hence the perception that support is "free." It isn't - telephone support is one of the major expenses of many (most?) software houses. Obviously that model won't work for software that's downloaded for free.