I think you may have it backwards. In SaaS high-touch refers to the actions the company takes on an account, not your engagement with the product. Self-serve i

I think you may have it backwards. In SaaS high-touch refers to the actions the company takes on an account, not your engagement with the product. Self-serve items are generally considered low-touch. Knowledge Bases, Documentation, Instructional Videos—these are all things that are created so the company doesn't have to spend time with you. Support is considered a fall-back when none of those options work. High-touch means a Customer Success Manager is assigned to your account. Generally the CSM will try and setup monthly or quarterly check-ins to: —Troubleshoot any problems —Spot and address churn risks before they arise —Inform the customer about product changes —Handle renewals (Although this is sometimes a sales function) If you're paying $10/mo and not sending Adobe any support tickets, it sounds like you're the perfect low-touch customer.