Customer assignments are executed in a project, if possible even the contracts are based on project results. Working in projects requires a pragmatic and flexible attitude, while keeping in mind that the deliverables will be used by others. Applying the open source paradigm means that we will also be future users of our own products due to reuse for other projects.
We do not deliver capacity for IT support. What we do so, is building good relationships with the IT support organization. They give us feedback about the quality, or lack of, on the products we deliver. Besides that, the support organization is one of the sources where ideas are initiated and enriched to business case for our next project.