“We didn't have any backlog of feature request, we just let that — every time we [hear] about a feature once, twice, ten times, you know in yourself that that's a need. We are still today reviewing support as founders of the company. We still do like every day I go and I help for more technical issues.”

After 15 years, both founders still answer support tickets daily

Both founders personally handle support email daily, using repeat requests as their feature backlog instead of a formal tracker. The pain mirrors between user and founder — the customer is frustrated, replying is a chore, so the founders feel motivated to fix root causes. This is how 10 people compete with Adobe.