A paid user requested a feature, so we built and shipped it same-day. Is this a sustainable way to build?

Hey everyone,

We run an AI WhatsApp assistant called Memosyne. Today, a paid user tried to set a reminder for "March 30th and 31st at 9 PM". Our AI couldn't handle multiple dates in one sentence and threw an error.

Because they're a paying customer, we felt an immediate urgency. We dropped everything, rewrote our intent parser, and shipped it a few hours later. The user was thrilled.

But it got me thinking: How sustainable is this?

It feels great to solve immediate friction for a paying user, but I’m worried about falling into the trap of becoming a custom dev agency for our loudest customers instead of sticking to our actual roadmap.

For those with established SaaS products: How do you balance instant bug fixes/feature requests for paid users vs. your core vision? When is it better to say "No, that's not on the roadmap"?