It also has to outcompete other products that do the same thing. That's not going to happen if your product is a baroque mess that requires a ton of support in

It also has to outcompete other products that do the same thing. That's not going to happen if your product is a baroque mess that requires a ton of support in order to use/setup/understand compared to other competing products. Ideally, your product is as easy to use as possible compared to other products, yet complex enough to require support. Anyway, many corporations will buy support as a matter of course, whether they need it or not. And if they want specific features they might pay to have them added rather than dedicate their own engineers to writing and maintaining that code, especially if they don't have the in-house expertise to do so.