I agree with the incident fee, but some support should be offered for the $500 annual fee, otherwise the $500 for people who need minimal support ends up being just a fee for updates.
That's why I say, if it's a feature help issue, include it in the $500 annual. If it's a problem with errors or getting AC to work in the office setting after the initial installation and setup, an issue which is not resolved by the support "grunts" (no offence
) then do a per incident.
When this is spelled out clearly up front, there should be little "upset". That "per incident" is still tiny. Also I imagine that major issues like that will not occur very often to a typical practice once a network is setup. Later, with upgrades in operating system or network, another "incident" may be needed.
In addition, you can promise licensees that, should the problem prove to somehow be a fault in AC, the incident might be waived.
I also agree that having a more complete wiki may help.
You know, you will never please everyone all the time. You can only do your best to make everyone happy. And for every 100 quick and efficient, thrilling support experiences, there will be one unhappy (or just frustrated) licensee, who will vent on the board. Notice how those who are thrilled with their support session rarely post about it.
If you were to charge a dime for a support session, you'd have SOMEONE out there complaining. HA. Reminds me of the Simpsons episode in which Homer is in a nursing home getting fed by IV; he looks over and sees a guy on a ventilator and whines: "Hey! How come he doesn't have to breathe!"
(Make a 'bitch' thread, accessible only by members?)
