Take a lesson from X-Cart which has a very active public forum and is a very successful script. They offer paid support too. Many people use paid support for special customizations, complex problems or issues setting up the program. From what I see paid support does not suffer when you have an active public forum. Having an active community of users is a good thing for any script. I would encourage SC admin to keep all areas of the forum open to all users. I would also like to see more advanced SC users posting in the forum.
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