[elliotbnvl]

Great point! I've dealt with customer support for a SaaS in the past and a good FAQ definitely helps.

I think I placed too much emphasis on the pain of dealing with support in my article. The other motivation was really just that, having thought about pricing, the whole idea of charging more and dealing with support less sounds more appealing than the opposite, and given that I could elect to follow a path that leads to that with little latent cost incurred, why not do it?