I'm interested in understanding the shape (and pricing models) that these take. Specifically interested in solo developers or small teams, but I'd like to understand the market for larger company-backed support contracts too.
Also interested in hearing from customers - people who have bought this kind of support.
Large companies also do a lot of due diligence on support models. So there's a difference between Mongo Inc and the two freelancers .
I would suggest you think of your offering as a product, with a very clear value proposition for the service. Good reading on productized services [1]. What exactly do I get for my support contract? Why is it going to make me awesome?
Your unfair advantage is being smaller and hungrier. Really think deeply about whether you're able to commit to offer a high-touch level of service, and demonstrate this at every interaction. Work really hard on building trust[2]
1 - https://krit.com/blog/how-to-productize-your-consulting-busi...