1. We have close to 100 Professional or Enterprise customers, ranging from the small 10 user license all the way up to the large 350 user license.

2. We provide support via forum, email or telephone.  In general, we try for a 24 business hour response time, but we also offer Premium support for our larger customers that has a 4 business hour response time.

3. We continue to enhance SplendidCRM by researching the latest technologies out of Microsoft.  For example, we are currently experimenting with both Silverlight 2.0 charts and with the new .NET charting package.  We are also working on QuickBooks integration and an offline client.  We don't publish a roadmap because we like to be flexible and we don't like to be rushed.  Rushing always leads to poor quality code.

We usually only recommend the premium support option when you have 100 or more user licenses.

We usually run about 18 months between major version upgrades.  Some companies like to do upgrades every year so that they can have a steady stream of upgrade revenue.  We prefer to drive our upgrades using compelling features. 

We have a slightly different approach to open-source in that we don't require our customers to give back to the community.  A fair number of our customers are actually partners that are trying to build a business in a specific vertical, so we encourage them to keep their customizations to themselves to create a competitive advantage.

If you have any code that you would like to contribute, just send it to our support staff for evaluation.  As a general rule, our goal is to follow SugarCRM as closely as possible to ensure compatibility with their documentation.  While there are a number of areas where we deviate, this rule has served us well for several years.