One of the key indicators of a SaaS / Webware company that is struggling over the role of their Support teams is confusion over whether or not to charge extra for support services. Here's why: "Tech Support" needs to go away. It's time for true Support to take its proper role in the overall company profitability strategy.
The definition of customer support, what it includes and what it doesn't, is a critical strategic decision for Senior Management teams -- especially for SaaS companies. Those who do not set their customer's expectations properly in advance are setting themselves up to fail.