I got a call the other day from a newsagent who had just received their software support invoice from a competitor of ours. He was still in shock and telling me that the software support bill was for over $3,000 for software support – a service which he considered mediocre at best. I did a quick check and confirmed that our support for equivalent software for his newsagency would be $1,590 a year. Half that he was paying. This chap is one of a growing group of software users angry at heft support fees. Our support fees have not increased in over four years and while that pressures our margin, my decision of maintaining fees at our 2002 level is out of fairness to the 1,300+ clients we serve. While I am happy to win another client, I would prefer that the reputation of software companies generally was not besmirched by unreasonable support fee hikes.

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