Products in the enterprise market usually have a pretty long lifecycle and as more essential they are for your customer as more he needs to rely not only on your product itself but also on the service and support which comes with, or around your product. Whatever quality level your software has, there is no bug-free software , especially in an early stage of a new product. Any bug you have in your software is a bug to much, however, with a good service and support organization you can compensate this to a very high degree. If you do it right service and support does not only keep your customers satisfied but also is a profitable business on its own and complementing your other products.
I can help you to get the right insights and mindset to set up the right service and support organization for your products and clientel.