Should support offerings be the same worldwide?

Maybe…

If you have different types of customers around the world, by all means offer different types of offerings. If your customers have similar profiles, the same offerings should work everywhere. Here are a few typical cases:

1. One region is much larger and can sustain more variety of offerings, especially in the high end. So, for instance, customers in North American can buy Premium support, which is not available in other areas. This is fine as long as you don’t have large international customers that expect the same level of support worldwide.

2. The details of support delivery are different in different regions. A typical example is that North American customers may enjoy a 12-hour support windown while customers elsewhere have an 8-hour window. Or onsite support is almost never provided in North America but is more common in Europe where distances are shorter.

3. Pricing is different by region. If support pricing is x% of license clearly the prices will be different where support pricing is different. This is rarely a problem. If the pricing structure is radically different think about how to handle customers with multiple locations.