Having run a bootstrapped-SaaS, I can say that it's 100% correct that customer service is the dominant term, time wise. More importantly, it's often the only co

Having run a bootstrapped-SaaS, I can say that it's 100% correct that customer service is the dominant term, time wise. More importantly, it's often the only commitment that has urgency (updating the site or the app can usually wait a day or a week). That said, in my experience customer support was usually tied to new accounts. They need a bunch of support at the beginning. But once they get going, you essentially never get support tickets as long as the app continues to function. We literally had customers go 5+ years without ever filing a support ticket. Once we realized customers do not really want to engage you & would rather self-serve, we invested more in documentation, simplifying UX, etc. Huge benefits to our time commitments for new accounts. I have seen others reduce time investment by having office hours where any customer can join and ask any question. The founder spends an hour or 3 a week and is able to help N customers, and customers are able to help each other as well. Honestly we did not focus too much on tech debt because most of the things we considered tech debt ultimately did not impact the operation of the business.