You could also think of it as a "priority lane" for support. Pay nothing, get whoever for support. Pay $x, complaint goes to an engineer. Pay $y, the product ma

You could also think of it as a "priority lane" for support. Pay nothing, get whoever for support. Pay $x, complaint goes to an engineer. Pay $y, the product manager. Etc. Skips the middleman process for customers that are in a rush. If a customer is willing to put up 10k to get their issue resolved, it's probably an issue worth resolving.