Narrow the use case
Sell a defined workflow or outcome rather than access to an enormous tool.
Productize onboarding
Use a standard intake, configuration checklist, training path and handoff.
Document the boundary
State what is included, what is self-service, what requires paid service and what belongs to the underlying vendor.
Create escalation levels
Separate usage questions, configuration requests and genuine technical failures.
Track support cost
Recurring revenue can look attractive until support time is allocated. Measure support effort per account.
Choose software
Compare software against this workflow rather than choosing from a feature list alone.