Originally Said By: Ray Borduin
We used to have both a forum and incident system .... <snip> ... The open forum .... <snip> .... We tried a paid for support system .... <snip> .... lots of complaints that support should always be free .... <snip> .... paid support is actually a ding against us pre-purchase .... <snip> .... Same thing with a business forum .... <snip> .... We did mentor training for a while .... <snip> .... We may try one or more of these approaches again .... <snip> .... it is just a hard issue to solve .... 
Basic decision: "Who do we want our customers to be?" "What do we want them to be like?"
That settled ... everything else gradually falls into place ... the ideas you choose to develop into products ... the general product line ... the kind of documentation you provide ... the kind of support you offer.
Looking with interest to see ... who WebAssist want their customers to be ...
