Wait, you simply are a middleman? What percentage of the support can you provide without having to call Intuit yourself? Is this lucrative?

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Yet this is the middle man that brings in the business aspects, the context etc. Installing a product in a bank and at a soft ware vendor's can be dramatically different.

It can be a decent side business for an IT support contractor. Quickly you learn the biggest issues, and only really need to spend time on special scenarios.

That's pretty standard for a lot of companies. IT log the calls with the supplier.

I think just having someone who acts as a gatherer of info, so Intuit aren't being sent junk tickets, means service is resumed much quicker. And that's worth paying for.