I don't want to be a distraction here; this is a better time for people to get feedback from Patrick on the interview. So, very briefly: we solve (technology) problems for people. Probably my favorite story so far is that we successfully recovered all of the medical documents & pictures from a cancer survivor's failed hard drive. Total bill was $90. I'm open to talking about it further off-HN.

You're exactly right about subsidizing a set of customers, but there are all kinds of technical and psychological details that make it a tough problem to solve. I've really only just started thinking about it, so I don't have anything smart to say yet.