It will probably surprise you to find out that we actually have no dedicated support personnel inside of New Relic! Each and every support request is handled by a development engineer who has full access to our entire source base, and the full authority to do whatever is necessary to make things right.
Until then, I think it’s great that our development engineers have responsibility not only for writing great software, but supporting it too. In the long run, I think it makes for happier customers and a better product.
[Makes sense to me… (Disclosure, we use the service…)]