Scoping the function.
WHAT TO DECIDE
Which channels Which hours What is included per plan What response times you commit to What falls outside support entirely
WHAT TO BASE IT ON
What customers need What you can sustain What the pricing supports
WHY THE LAST ONE MATTERS
Support included beyond what the price covers makes growth unprofitable.
WHAT TO CALCULATE
Support cost per customer, per plan.
HOW
Tickets multiplied by handling time, valued.
WHAT TO DO IF IT IS CLOSE TO THE PRICE
Change the price, the inclusion, or the product.
WHAT TO NEVER DO
Offer more than you can deliver consistently.
WHY
Under-delivering on a generous promise is worse than a modest one met.
WHAT TO PUBLISH
Exactly what is included.
WHERE
The pricing page, and the account.
WHAT TO REVIEW AS YOU GROW
Whether the commitments still hold.
WHAT TO BE CAREFUL ABOUT CHANGING
Reducing support for existing customers.
WHAT TO DO IF NECESSARY
Give notice, explain, and honour existing terms where you can.
WHAT TO CONSIDER ADDING
Paid support tiers, for customers who want more.
WHY THAT WORKS
It funds the service for those who value it, without degrading the rest.
WHAT TO AVOID
Making basic support inadequate to sell the upgrade.
