For larger teams that aren't startups, we don't intend for this to be used for everyone. We think it should be reserved for your most important customers. In a lot of B2B businesses, a handful of customers account for the lion's share of your revenue. You want to build a personal relationship with them and make sure they are taken care of and happy. We think it's best to stratify support and give your most valuable customers direct access to your core team vs general support where they can get lost. It's worked well for us (we have 10s of customers) and we think it can work for just "VIP" customers at larger companies