Obviously it includes existing features working as intended. That is very much the ambit of Support. There have been and will continue to be bugs, most of them get caught in testing, but those that affect only a small proportion of the user base can slip through and have to be identified, replicated and squashed.
At the moment Support also helps people identify and resolve network issues which cause iissues with Roon. I think the devs recognized and accepted early on that a client/server model necessitated network support. Not every software company does that.
As to the future, I regard myself as having paid for the Roon devs vision. I think they have compellingly demonstrated their intention to continue developing the product (See the Software Release notes for a chronology of added features). I may not agree with them about everything or about the priority of different projects, but ultimately I expect to prefer their version of Roon to mine.
I thought the Play button interface was a good example of that. The devs listened to everything we asked for and gave us something I don’t think anyone explicitly suggested. But it catered to most (if not all) use cases. Certainly the frequency of user dissatisfaction with the Play interface on the Forum has dropped right away.
So I believe threads like this one and the Feature Request category are important and should play a part in the future development of Roon. But if the future design of Roon was left up to the User Community, I fear it would end up like the camel - a horse designed by a committee.