User support is a significant marginal cost associated with software, plaguing not just open source developers but the biggest technology companies, which are still figuring out how to manage unprecedented levels of adoption. When user adoption is low, the cost of support feels trivially small, perhaps nonexistent. The vast majority of users will quietly download code without ever making themselves known. However, as adoption grows, the once trivial cost of support can become significant. Perhaps only 0.1% of users require support. If a company has 1,000 users, then only one user needs
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