>1. Per Jill, the majority of cost for Imail support was in direct phone
support to the ISP market.
>2. Per Jill, the SAs that were purchased as well as purchases of Imail and
its associated products did not cover the cost of continuing development and
support.
A better marketing survey would have resulted in a feature list of "must
haves" - and a greater uptake of SAs by customers. This would also address
#1 by having more SAs to cover support costs. Do they think medium
businesses don't need support? Wait until they try covering the new market
with lukewarm support and have to deal with fallout of failure to support
their new product.
Why not offer charge per incident as an alternative to SAs?
>3. Per Jill, there was a major problem of SA expirations between Imail and
the AV add-on which was causing confusion/frustration with customers that
had SAs for both.
There are other solutions to this problem: synchronize dates for
multiple products by prorating one or the other.
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