Customer support is super important when the product is immature. It keeps customers paying, and it produces a list of issues, clients can even help you prioritize them (at least if your clients are other businesses).
Yes, once that program has been working for 10 years, it's likely that any bugs are easily worked around, but while the software is in development, it's likely there are no work arounds and customer support can take a beating from the customer and try to make the customer feel better, this stretches out the timeline for fixing the issues.
Yes, once that program has been working for 10 years, it's likely that any bugs are easily worked around, but while the software is in development, it's likely there are no work arounds and customer support can take a beating from the customer and try to make the customer feel better, this stretches out the timeline for fixing the issues.