What documentation is provided with the solution?
What support levels does your company offer (such as 24x7)?
How can we contact your support organization (phone, e-mail, and so on)?
Does your organization have international support capabilities?
How quickly should we expect a response to a new support case?
What other support services are offered?
If your solution requires signature/policy updates, how frequently are updates issued?
What is the price for your support offerings?
Do you offer software/hardware maintenance? If so, what is included?
How will we be notified if a product is at the end of support or end of life?
Does your solution have any certifications (Microsoft, ICSA, and so on)?