Reply #4 by backlinktalk
Editorial follow-up: calculate the time behind support costs
In a hypothetical month, 30 requests averaging 12 minutes each require 360 minutes, or six hours. If a planned product price assumed almost no support, this is useful evidence that the original estimate needs revision.
Separate one-time setup questions from recurring defects. A clearer tutorial may reduce one category, while a product fix may be needed for another. Track the effect after making the change instead of assuming documentation solved everything.