> It will make you very rich if your product is very good - if it blocks a production or even worse destroys a recording you'll be beaten out of the market with fists.

I remember working support for a video production data storage company and it being straightforward problems most of the time (9 times out of 10 just walking PAs or AEs through documented steps for swapping a drive in a RAID) but executed under some of the wildest circumstances (a producer calling from a helicopter during a shoot, or hearing an A-list filmmaker yelling at the AE in the background, or security so tight that I'd get confirmation of each step as a photo of the server's screen taken on a phone that's then walked to a place that gets a signal).

In other industries I've worked in, most of those requests never would've made it to a rep's phone, but the table-stakes expectation was that someone was always available to ensure it was done right and to satisfaction, or you lost the client immediately.

When it really was a serious issue and we got shipped out on-site to a client, we were effectively told not to bother coming back if we couldn't diagnose and fix it.