... situations when you need a helping hand to help you navigate or just ask a question, and knowing you've got someone who cares really makes the difference. And that's exactly what makes you stand out among competitors. But I agree that just great support is not enough, it ought to go hand in hand with decent service/product :) Comment from Kaustubh Katdare(@thebigk): I'd disagree. There are several self-serve, simple products that don't need any support ... ... self serve but we were clueless about the integration required and their support has been pathetic! I have struggled for 1 week to connect with them and clearly made up my mind to not continue and find an alternative