After sales support is a key activity for software providers.  Support can cover a range range of offerings including installation support, customer service, end user training, professional services, bug tracking, license and entitlement management, activation support, maintenance for patches and upgrades. Support, service and maintenance subscriptions generate an increasing percentage of software revenue, often exceeding new license sales.  Therefore the ability to manage support processes, particularly renewals is important for ongoing revenue.  In addition quality support is also recognized as a major element of customer satisfaction and high customer retention rates.  As software moves to more of a service model, the delivery of these processes becomes more important.