Example of hightouch.
Sun Professional Service build custom solutions to highend customers on top of Java System products.
After the Solution goes on live @ customer deployment they hand it over to Product Technical Support
with in Sun Support who has highly code capable engineers who maintain these custom Sun PS written code
instead of Customer. If anything within this code goes wrong for no apparent reason after the Sun PS warranty period customer is left on his own to troubleshoot the custom written application.
Simple reason to go wrong ?
Customer did something to their infrastructure and the custom code no more works
or works but not as it is expected to be.
Now the customer have an option to buy with their support contract a Hightouch solution.
Where Product Technical Support Enggineering within Sun have the knowledge and get the knowledge transfer
from Sun PS when they deliver such custom written code to customer.
This solution will be maintained for customer by Sun for a period of time and this can be extended customer willing for whatever time period they want.
Want to know more on this type of solution please do contact your Sun Representative and they can link you up with the Product Technical Support Managers locally in your geography.
Will add more on this topic as I am currently involved in one such project and helping a Local customer in Australia which contains a large deployment of Sun Java System products.