In a distributed environment, this topic is a tricky one. The efficiency gains of using a cost-friendly resource base in a distributed location during the development stage needs to be assessed against the long term impact on the ability to service/support the application post-implementation.
Without having an agreed partnership with a distributed vendor, there is no obligation to support the application once development is complete. In fact, even if you are partnering with a vendor, there is no obligation to support the application unless the support is agreed up front or is there as an option in the contract between oneself and the vendor.
If the goal is a solid application and good post-implementation support, then the application support and service desk deliverable is a key for all companies that engage with suppliers that use distributed vendors for solution delivery. Customers will need to ensure that they are getting the whole "product" from their supplier - which is not stage-focussed but geared around the actual lifespan of the application in an organisation.
This is, therefore, a critical success factor for the long term customer-supplier relationship and the success of the project post-implementation.
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