  End users positive response is essential for the success of any software.
This is true for both commercial and Open Source Software (OSS). OSS is popular
not only because of its availability, which is usually free but due to the user
support it provides, generally through public platforms. The study model of
this research establishes a relationship between OSS user support and available
support tools. To conduct this research, we used a dataset of 100 OSS projects
in different categories and examined five user support tools provided by
different OSS projects. The results show that project trackers, user mailing
lists, and updated versions have a significant role in gaining user support.
However, we were unable to find a significant association between user support
and documentation, as well as between user support and the troubleshooting
guidelines provided by OSS projects.
