I own a company, Tiger Computer Services Ltd, which is an Independent Software Vendor (ISV) providing .NET software solutions to clients in the London area. One of the most significant considerations when running a small ISV is the cost of supporting software in the field. For some clients, support is not a billable item, especially if the fault is within the software we have provided. This means that every time the telephone rings, we bleed money, and if we have to actually go on site to resolve...