(a) Pretty sure there really is a Sarah Hatter.

(b) 37signals has a support team consisting of at least four actual real people: http://smiley.37signals.com/ (I'm not sure DHH counts as actual real people).

(c) Sarah Hatter can do whatever she wants without somehow contradicting 37signals. She's ventured off into her own thing. She can even write --- gasp --- Python code if she likes.

There really is a Sarah Hatter! I'm her! 37signals is 200% supportive of me and I can't thank them enough for letting me venture out on my own.

Maybe one day you will look back at this and be surprised how you ended up acquiring 37signals to complement your business. :)