What to consider
- Does your documentation and/or product direct users to your technical support offering?
- Have you documented the expected turnaround time for a support inquiry? How long will they need to wait for a response?
- What options does a user have to obtain support (web forums, email, telephone, etc)?
It is important to document the support process users must follow to obtain support for your LabVIEW Add-on. If your product is a free tool and you do not intend to provide support, please document this so it is obvious to your users. On the other hand, for add-ons your customers purchase it is expected you will also provide support for these products.
There are different options for offering support to customers; at National Instruments, we primarily offer technical support through email, over the phone, and through our website (forums). Users appreciate multiple options for obtaining support, but it is more important to focus on response time for support inquiries and the quality of support offered to customers. If you do not have resources to offer support through an email address, phone number, or your own website; creating and managing a group on the NI Developer Community is a good option for providing users with a channel for support.
