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Developer Support Models: Calibrating Service Level to Commitment

Laura Flamm Motorola Solutions, Inc.

Developer support models across the industry range from DIY to premium ‘hand-holding’. Program managers are constantly challenged to pick the right mix of support elements without driving up costs. When reviewing support models, calibrating the level of service to the level of developer commitment seems to be the key to making support an effective element of overall program strategy. This session will review industry benchmark research on developer support: how leading programs are using models ranging from DIY to premium in service of building a targeted ecosystem and how they are balancing this with expectations of developer commitment.


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