Open source is all about support. The difficult part of this model is that very few companies have figured out how to do it well. Most small OSS companies tend to stick with their development teams as their support team which works for awhile but doesn’t scale. I have been trying to figure out how one goes about packaging support in a manner that is repeatable for more than the individual company. Essentially there are two halves, customer facing and internal facing … In general support still feels like a black art. — Dave Rosenberg. A blueprint for support organization. Technology Industry