{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,6]],"date-time":"2025-12-06T04:32:49Z","timestamp":1764995569436,"version":"3.30.2"},"reference-count":18,"publisher":"Wiley","issue":"4-5","license":[{"start":{"date-parts":[[2004,7,27]],"date-time":"2004-07-27T00:00:00Z","timestamp":1090886400000},"content-version":"vor","delay-in-days":26,"URL":"http:\/\/onlinelibrary.wiley.com\/termsAndConditions#vor"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["J. Softw. Maint. Evol.: Res. Pract."],"published-print":{"date-parts":[[2004,7]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>Within corrective maintenance, the front\u2010end support mainly assists the customer\u2010 and back\u2010end maintenance organizations in the communication of corrective maintenance demands. This implies receiving problem reports from customers, transferring them on to the back\u2010end maintenance organization\/vendor, and delivering problem solutions from the back\u2010end maintenance organization\/vendor to the customers. In this paper, we identify problems as experienced within 37 front\u2010end support organizations in Sweden. Our results show a great variety of problems within the organizations studied. The dominating problems are the complexity of applications, customer knowledge, and complexity of support organizations. 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