Well It depends on what you mean by outsourcing. If by not outsourcing you define as actually providing benefits, paying social security taxes, unemployment taces etc then I think most people who think they are not outsourcing are in fact outsourcing. We outsource and it works great.

I think the best form of support is to hire from your own customer base. Those that use your product or service who have experience in the way you do things and can make decisions from prior events since they have been around to see how you operate. Though it is still considered outsourcing, not employees, it works out pretty close as we are still a team.

If you are talking about using a "support" company, then I would say unless they take over 100% operations it will never work out.