Support

Appropriate support for users is indispensable!

Effective user support is an absolute requirement for a successful software product. The best software is useless and surely becomes a flop if there is no help for the user in trouble. The only exception would be perfect software, the use of which would be intuitive and which would never fail. But as long as this is only a dream we have to consider user support.

Two kinds of support can be distinguished:

1. Media helps available with the software. Examples are:
   • clear and helpful error messages
   • context sensitive help
   • books: getting started, user's guide, reference manual, glossary, training lessons and exercises, advanced knowledge, ...
   • resources on Internet: online consulting and downloading of books, patches, updates, news, technical articles, user groups, ...
     
   • training videos
     
     
2. Human support by experienced people, like:
   • consulting
   • installation and configuration
   • individual and group trainings, seminars
   • hotlines
   • maintenance

Human support is needed whenever the help must be fast and professional. Even the best documentation cannot replace an experienced user who can deliver customized and efficient teachings, quickly help in the case of subtle problems, and analyze and discuss user-specific alternatives. But supporting people is not as fascinating as programming and can even be boring. We cannot expect getting effective human support for free. Such a service should be sold and be an option for every user.