At Tracksys our view is that support should be free to customers by phone, email and web-session with no time limit. Support includes advice on study design and how to make the best use of any system we have supplied (especially if you are planning to use it for a new project).
Training is an on-going process as far as we are concerned. This could be on-site when we deliver a system, via a refresher course, a web-session, or at one of our in-house training workshops. We are keen to keep existing customers up to date and help new researchers make use of a resource their department may already have.