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Instant messaging is not always the most reliable method of support due to working on multiple devices / machines. Email is best. I was traveling all last week and did not see the message on Skype. I deal with many clients on a daily basis.
I have been giving support for YEARS to clients, some having spent HOURS UPON HOURS with offering support via email, ICQ and Skype and all for the original price of the script. I have not charged an additional fee for support or upgrades even if you ordered the script FIVE YEARS AGO.
I don't know how many of you have built and supported a CMS. I will tell you it is no easy task. Considering different server configurations, unpredictable import files from hundreds of sponsors, customers wanting help with template editing (some of whom barely know basic HTML).
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