[TeMPOraL]

Turn your products into services, hardware ownership into leasing, and suddenly you don't need to offer tech support. SLAs will establish the new "laws of physics" for users, where failure is a binary state: either it works, or it doesn't. When it doesn't, someone will come in couple of hours/days, trash the broken black box, replace it with a working black box, and things will be back to normal.

Of course, the service provider may need some amount of people figuring the failures out, but that amount is smaller than if customers had to debug their own problems, and is more susceptible to centralization, and to "fixing by replacing".