>Also, why is this limited to mere "one-on-one 25-minute consultations?" Why can't it be a team Zoom call? Why can't it go for an hour? Where's the Slack channe

>Also, why is this limited to mere "one-on-one 25-minute consultations?" Why can't it be a team Zoom call? Why can't it go for an hour? Where's the Slack channel? Aren't you a developer? How would you feel if your job was suddenly "customer support engineer" overnight? IMO, direct developer channels only makes sense when you are small; and one developer has the entire product in their head. Once the problem becomes large you end up with: 1. Developer knows nothing $problem, because it was written by a different team, effectively making them tier 3 support. 2. Developer quits because being "tier 3 support" wasn't communicated effectively in hiring. 3. Developer(s) actively avoid hour long team support sessions because developers aren't promoted on being closing support tickets, they are promoted on delivering features 4. Customer does not bring in enough revenue to support tying up $n developers for hours at a time. Not to say you cannot build great developer support systems; just that direct customer contact with the engineer who built $x isn't scalable.