This might be true in enterprise SaaS (even then it's risky) but not in small/medium business. Particularly if you are using Intercom etc in your product - it's

This might be true in enterprise SaaS (even then it's risky) but not in small/medium business. Particularly if you are using Intercom etc in your product - it's expected that you'll allow any user to contact you. So yes, support can grow as user counts grow. But it shouldn't be a major expense (if it is that's a product failure).