Originally Posted by cheapdedicated
Assuming that the company has enough to schedule but some companies are way too smaller in terms of human resource than the number required to offer meaningful support in reasonable time. Some times they are even constrained by other factors like space to expand their support centre hence the need for outsourcing. By The Way you are doing some kind of out sourcing combined with in house support from your last paragraph.
I am a 1 man band and have been since i started in 1999 and have never considered outsourcing support and never will. i have an extensive KB and handle all support myself