I am developing a product that potentially requires a lot of support. I am developing documentation and tutorials to remove the need for support as much as possible, but I can still see the need for a lot of support.
The product is a code generator that provides the user full customization of what is being generates, e.g. redefine table relationships, redefine primary keys, redefine indexes, and add additional methods on classes to save or load data. Define relationships between tables, views and adhoc sql statements. Template customization. Generate stored procedures. In short the tool allows the user to customize every aspect of what is being generated.
I have considered a number of pricing models
I am interested in hearing from people that sell a complicated product that requires a lot of support and what works for them. I am also interested in hearing from people that have bought a complicated product and what they would prefer.