The report, titled "Developer Relations Programs," is based on a survey of more than 800 software developers about their attitudes concerning training, support and developer programs.
On the topic of support, roughly half said it was important for software manufacturers to provide support 24 hours a day, 7 days a week, while only one-quarter said it was very important. Forty percent of respondents said they would pay extra for 24-7 support, and about one-third said $50 per incident would be a fair price for 24-7 support.
However, the quality of support matters, the report found. An overwhelming majority (75.7%) of developers said they should be able to talk directly to an engineer, rather than going through standard technical support channels. And 90% of respondents said it is very important to have an online knowledge base, FAQs and samples.