When asked if product support is done in-house by the company who built the product, the easy answer appears to be yes, doesn’t it? I mean, why would you have it any other way?
More specifically, why would you have someone who doesn’t work for your company handle support for something you (or you and your team) built?
Sure, there are loopholes – a phrase I use loosely in this post – for this like hiring someone to work for your company who can be a dedicated resource to handling support of the product when they aren’t as familiar with the product.
But when that happens, I think the lack of experience shows when you start to get into slightly more complicated issues.