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Think this depends on the pricing structure. Are you offering a free or a paid service? Is support part and parcel of this, or do you offer different levels of support?

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No different levels of support: best-effort is the best we can do. This means that sometimes it may take a while for us to get respond to somebody, given that we have to sleep occasionally.

I'm mostly curious how other people deal with it. Do people carry a laptop everywhere so they can plug in whenever something happens? Or do people just hope for the best and deal with problems only during "office hours"?

If our team is going to be away for a few hours, we usually do have a laptop on hand. Otherwise, we just do it through our phones (which is slow and painful), or ask another team member to cover for a few hours.

Side note to parent comment -- we do offer the same support to free and paid plans right now.

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