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Question: do you expect escalation to a member of the engineering team as part of standard support for any piece of large enterprise software? Like Microsoft, O

• londons_explore 7y ago
  No. The small engineering team of 5 people can't properly deal with more than say 1 support request per day (since any request getting to that level is almost certain to require adding/modifying a feature or the way the product works). Gmail has 1 billion users. That means fewer than 1 in 3 million people can have a support request that gets through to the engineering team without overwhelming them.