@JPjpJPjpJP - Every time when Microsoft introduces a Service...

@JPjpJPjpJP - Every time when Microsoft introduces a Service Pack or a little update of Share Point the LVT software has to be also upgraded and tested against the new version of the Share Point. If they have 1000+ clients and different clients are running different versions of Share Point then to test the upgrade you need to have the same environment as per the client. A time-consuming process can be to prepare the environment before the upgrade, do the upgrade and test the product after the upgrade. It can take a week or two. You have to do the same work for each installation does not matter if the client has 100 paid end-users or 100000 paid end-users the cost of the upgrade process is the same.

Also, it depends if clients pay an additional fee for the upgrade process or if it is already included in the subscription fee. Usually upgrade process is part of the subscription fee. I think this is the most time-consuming activity for technical support.