Among the many issues that you may encounter when running a company involved in the IT field in any way, support is always one of the most challenging ones. No matter what you do, you’ll always be hard pressed for more resources to allocate to your support services – and you have to take a responsible approach to this if you want to see good results for a long time, instead of alienating your customers.
Outsourcing usually sounds like an expensive option, but it’s far from such if you do it right. It shouldn’t be impossible to find a company in your local area that can take on your IT support and give you a good quote on that – it all depends on whether you’re able to define your needs properly. That is to say, you have to know exactly what you’re looking to get out of the support provided to you by this company – if you just get some “default” package that includes all sorts of things you don’t need, you’re asking for trouble.
Configure your relationships with the support company right though, and you should get exactly what you need from them without having to pay a significant price as well.