Often you don't need a whole person and you can split the role with several people even then to spread the risk. Even with SaaS or paid support issues are resol

Often you don't need a whole person and you can split the role with several people even then to spread the risk. Even with SaaS or paid support issues are resolved slowly and require a technical person on the customer end anyway. Open source software is actually pretty easy to support. Windows servers, Exchange and Oracle are all pretty bad and the support isn't great either + they cost money.