> When support is purely viewed as a cost, then this will never happen. 99% plus of your call volume may be for the obvious things. Maybe, but not my experienc

> When support is purely viewed as a cost, then this will never happen. 99% plus of your call volume may be for the obvious things. Maybe, but not my experience. I worked at a telco, and as developers we had to sit in on support calls a few times, to help identify areas that could be improved with minor effort. The majority of the calls I listened into on a given day had to be assigned to an engineer. The remaining, they just wanted a better deal or help reading their bill.