Alex King, founder of King Design, who has produced Tasks (a web based task management app) and Feedlounge (a web based RSS reader) gives us his thoughts on offering support as a microISV business owner. He has made the choice to not offer free phone support but instead focuses his time on adding features and keeping the price of his software down.
Many people go into business as a microISV with the idea of creating a software product that will allow them to leave their day job and spend their days doing whatever it is they want to do. Often times, the reality quickly becomes days filled with tech support and no time left over to do what you had planned. Alex and Nick Bradbury are two people who have become excellent examples of allowing customers to help themselves and also allowing customers to help each other. This may cause some headaches because offering forums and other open support options can allow customers to air some of your dirty laundry, but in the end your openness will be seen as a benefit and will probably produce more sales.