Work beyond what you sell.
WHAT ARRIVES
Requests to fix the customer's own code Requests to configure third-party software Design and development work General advice outside your product
WHAT TO ESTABLISH
Where the boundary is.
WHAT A REASONABLE BOUNDARY IS
Your service works; what they build on it is theirs.
WHAT TO STATE CLEARLY
What support covers.
WHERE
In your terms, and on the support page.
WHAT TO DO WHEN A REQUEST FALLS OUTSIDE
Say so, without making them feel foolish for asking.
WHAT TO OFFER
A pointer in the right direction A paid service, if you have one A recommendation, if you do not
WHY A POINTER COSTS LITTLE
It preserves goodwill and takes a minute.
WHAT TO BE CAREFUL WITH
Doing it once as a favour.
WHY
It becomes expected, and refusing later reads as a withdrawal.
WHAT TO DO IF YOU HELP ANYWAY
Name it as an exception at the time.
WHAT TO CONSIDER
Whether the requests indicate a service worth selling.
HOW TO TELL
Whether many customers ask for the same thing.
WHAT TO PRICE IT AT
Enough to cover the time properly.
WHAT TO AVOID
Becoming a development shop by accident.
