At some point, this sort of fundamental software app. (Office-related software) won't need support. How many times has a Google search helped on a task in Word than conventional Microsoft support? The next move will be to make software self-supporting in some way.
I would think so. Although in this market, even for traditional software providers it is tough - you need to have a history and they want to be confident that you will be around for a long time. For SaaS this is an order of magnitude greater, so it pretty much will rule out smaller players (at least at this stage).
