When I was 18, I wrote some shareware and asked for $10 from those who used and liked the program. Lots of nice people from all over the planet sent in some money, and sometimes with letters. Most often it was a thank you note. Sometimes people requested more features in return for paying the requested amount. And occasionally they'd tack on whatever extra they thought those features were worth to them. (That amount was less than minimum wage, if I took the time to implement those features for them and release the software.)
I recently visited my friend from our programming club who saved these letters and was reminded a couple people wrote additional angry letters years after paying for the shareware. They demanded support in return for their one payment. (Of course, not only had I moved on to other projects, but I had long sold the type of computer the shareware was created for!)
So I learned early on that people unreasonably expect support for no additional cost. Or they believe the amount they paid is for support in the future, not work done in the past. It doesn't work that way economically. A constant flow of additional money has to come in the door to pay a team to do the actual support.
AFAICT, the only feasible models for supported software seem to be subscription, microtransaction or advertising. Any one-time-up-front price means it's abandonware. Which is fine for some types of software, of course, but probably not as often as users expect support.
I recently visited my friend from our programming club who saved these letters and was reminded a couple people wrote additional angry letters years after paying for the shareware. They demanded support in return for their one payment. (Of course, not only had I moved on to other projects, but I had long sold the type of computer the shareware was created for!)
So I learned early on that people unreasonably expect support for no additional cost. Or they believe the amount they paid is for support in the future, not work done in the past. It doesn't work that way economically. A constant flow of additional money has to come in the door to pay a team to do the actual support.
AFAICT, the only feasible models for supported software seem to be subscription, microtransaction or advertising. Any one-time-up-front price means it's abandonware. Which is fine for some types of software, of course, but probably not as often as users expect support.