As your SaaS grows, the number one cost will be in support. Let’s take a look at Mailchimp, one of the world’s currently most successful SaaS systems. When I started writing this book, they had something like 500 team members, about 80% of which were in support. By the time I finished this book, they had almost 1000 people, and about 82% of them were i support. Think about that for a moment, that is 820 people JUST IN SUPPORT.