I've been involved in SAAS businesses that were incredibly "hands on", "high touch", or whatever you want to call it. The customers, for whatever reason, always found a way make things more complicated -- and so customer support was heavily bogged down as all sorts of tickets were initiated.<p>On the other hand, I've also seen first hand some products were incredibly hands off. Support tickets were relatively infrequent.<p>Just curious what other people's experiences have been?