If any given user needs x support hours a week, and their business pays for > x support hours a week, then support scales.

I guess as you scale up a business you want to get leaner and you accept lower margins, hoping to make it back by volume? Maybe that's what you mean?

I assume he/she meant scale == grows (mostly independently) of human hours. Support can never scale; only fixing your software so that it doesn't trigger support needs scales.

Otherwise, each support request linearly requires human time.

> meant scale == grows (mostly independently) of human hours.

This is a pernicious usage of "scale" that has crept into tech-speak, because it makes the term strictly less useful.