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As one of the better performing companies in this study, I can attest that preserving the quality of our support as customer count grows is really hard.

But response time is just one, quite imperfect, metric. I wouldn't draw conclusions on that. We don't prioritize support based on customer $ value, and in my experience, customer support from our vendors never seems to be correlated to how much we spend!

Without a doubt, and that's fine by me. Pay more, get better service. I don't pay much more than $100 for any one web service. Much less for most. And I know that some are one-person shows. I see a mixed bag. Some are not only very responsive, but also very personable and friendly! Others, not so much. Unfortunately, some one-person services are happy to bill themselves as such (indie!), but don't offer that personal touch in terms of support.

This was my first thought. There's no way this guy has a meaningful relationship/account with all of these companies. It's good business to prioritize where you spend your resources.