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Product support is part of the product.
Ha, nice! It's so aggravating that people seem to not get this with digital products. It's more obvious in the real world. A new car with a bumper-to-bumper warranty is very different product than a used car with no warranty, even if they're the same make/model/mileage.
I think it’s a combination of things: ~ Goals per teams tend to be different (even if it’s the same product) ~ Language is not thought as or used as a system, so work gets duplicated and it’s hard to keep consistency ~ We forget that people don’t know or care who writes what
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