Comment by holdenc

It's funny how often software is priced according to the anticipated support burden, but users feel entitled to support regardless of the price. I once worked at a financial analytics software company and our end users were non-technical, but paid about 2K a month for a username and password, and very often the users were kind and apologetic in their support requests. I also have a personal software product that costs $5/mo with a free trial, and many people trialing it are quite impatient and high maintenance. My take-away: if you are setting yourself up for an end-user support role, make sure it's priced accordingly.