You're equating complexity with support assurance. From what they have written in the past, everyone has a share in providing customer support so that the deve

You're equating complexity with support assurance. From what they have written in the past, everyone has a share in providing customer support so that the developers don't become disconnected from the customers actual needs. Small annoyances are easy to ignore when there's a layer of support personnel insulating you. I've been in a similar situation developing a SaaS ecommerce application, so from my point of view what they are saying makes perfect sense. It's an assurance to their customers that they have proper escalation and continuity plans in place, and should anything out of the ordinary arise there are developers rostered on. This kind of setup would be easy for them to implement considering their employee's are spread across many timezones.