My custom apps are always supported and there are some fees associated with such support so for me, I have yet to say no to continued support as it's a good revenue source.
However one client wanted support for free and it took a few months to go over our agreements about the product. I can't reveal much more about that except we're back on track now.
As I don't have the full story all I can offer is that versions do die and it can upset the clients.
I have a piece of software I purchased over 2 years ago, maintained by a private developer & his team (ISV). It appears that he has no stated policy in any form about discontinued support for my version, which is a few changes behind the newest major release (8.xx)
Our working relationship had been a good one. I had been asked to be a beta tester, had made many contributions/suggestions of which quite a number had been implemented. Given this, he had personally requested a testimonial for his site. I had provided this unpaid testimonial as copyright, meaning for his site & his site only, but he had deliberately ignored this & had posted it on many other sites. I said nothing about this.
Besides this, during the past two years, his service & our correspondence had been good & responsive--until now.
He has been very dismissive of both myself & the problem in our very recent communication. He has stated that he no longer deals with this version. In fact, he had implied that any further service would be obtained only by purchase of an upgrade.
From what I can determine, nowhere--on his site, his marketing communications, or in personal communications--has he stated clearly & unambiguously that he no longer supports my version (the latter half of the 7.xx series).
I need to know how I can get this situation resolved.
Complicating this is the fact that he indicates that he lives & works in Prague, but I am as yet unable to determine if this is true or not.