Software Support Costs

The news about Sprint dumping 1000 subscribers because they were costing too much makes me wonder about the economics of software support.

A bug report can be valuable, potentially allowing improved software quality – a benefit that can far exceed the cost needed to process the report. Yet, at least with ESRI, bug reports submitted by those not current on their maintenance are ignored. This doesn’t make sense to me. Seems like a system could be implemented that allows sites to submit useful bug reports in lieu of maintenance payments.

But not all bug reports are useful. Many are useless, and therefore costly as Sprint realizes.

Therefore, if a site submits a lot of useless bug reports (of things clearly documented), perhaps their maintenance cost for the coming year should increase.

(Submitted while anxiously awaiting feedback from a bug report).


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