Sounds like there are multiple employees. Does the product generate the revenue for their paychecks? If so, it's working correctly.
All it takes is a good enough sales and marketing team, or the right executive relationships, especially if the team being “supported” is small.
You can say the company or division is presently functioning, but the time constant on the product is different, and the coupling is too loose to say anything else with accuracy.
That's the point though. Getting caught up in engineering purity or even whether it's objectively _good_ is a waste. The product exists to drive business (financial) metrics. If it's doing that, it's working.
If the product is poorly crafted, and especially if it's also poorly tested, adding features can introduce bugs, and fixing bugs in one place can cause issues elsewhere. Development then slows to handle these occurrences, which can then impact product viability.
> Does the product generate the revenue for their paychecks, plus extra for the company?
You want to be comfortably generating/contributing more revenue than the expense of employing you.