So invest in better FAQs and diagnosis tools and in procedures to reduce incidents, instead of trying to throw more bodies at the problem, because you don't have more bodies. Customers will be happier about getting actual answers sooner than they otherwise would.
This isn't a perk, any more than weekends or healthcare or market compensation is a "perk." It's an investment in getting better results for your business and for your customers, through making sure you have healthy and productive employees.
No, they don't. You are bootstrapping. Your customer doesn't even rely their business on your solution.
Even large companies doesn't do support. Who do you call if your Windows is crashing? What if there is a power outage, do you call your provider asap? Exactly. Customers are used to what you let them to use to. They need to be sure you are aware of the outage before they notice it. You know you are doing a good job if they don't have to contact you.