OP. This is a great point. The activation cost for you to respond to support calls is probably more than the company would be willing to pay you. Which is why SaaS businesses with support teams that benefit from scale are the de facto model for these businesses.

I think there's a version of something like Microsoft Access that can take away a lot of support requests.

I get a ton of requests related to lists of collections within the app, which could be maintained by the users themselves.