The Support quadrant is where companies provide ongoing maintenance and support for the product. This involves addressing any technical issues customers may have, troubleshooting any problems, and escalating certain items development (some may kickoff the Build quadrant to resolve a bug/defect or to provide new functionality).
Support is where you’re working with your customers/consumers and helping them if need be. This is one of the most important aspects of any company, as you can fix a bad product with good support, but not vice-versa. When talking about support, this doesn’t just mean support agents. Support is more of a theme where everyone from Sales to PM to Support needs to work together in a coordinated manner to help the customer.
