In this conversation, Symon Oliver and Marcello Gortana discuss the critical role of vendor support in website management. They explore the differences between good and bad support, the pitfalls of traditional support models, and the importance of shifting from a reactive support mindset to a partnership approach. The discussion emphasizes the need for value-driven retainers, the significance of knowledge transfer, and the red flags to watch for in vendor relationships. Ultimately, they highlight the challenges clients face in finding the right vendor partnership that aligns with their goals.