There are several reasons why it is important to offer support to your users/customers:
- To provide a point, or points, of contact for people to gain assistance
- To provide a way for people to get their questions answered
- To help trouble-shoot or solve problems people are having with your offerings
As you see in Figure 1, support is an important part of our overall Disciplined DevOps strategy. A successful DevOps approach requires you to streamline the entire flow between delivery and operations, and part of that effort is to coordinate interaction between customers and your organization, including your delivery teams.