The speaker says SaaS customers who request support or features may have to wait in a queue.

“And then, like-- And then I use it, and they use it. They're like: "Yeah, it doesn't give me what we want." It's like it has-- It's slow, like they request. Like, as a customer of a SaaS, what happens is you are in a queue for support, right?”

“You want this feature, and they're like, "Okay-"”