How We Support Hundreds of Web Apps

I like number six, but not in the sense that you should pay for privilege. When issues arise for customers of the company I work at, we certainly take a close look to see if everything is "right" with the customer. We look at how frequently they order, if they pay on time, how often they require our attention, etc. We don't necessarily punish anyone, but we are more willing to bend over backwards to retain good customers.

TL;DR:

1. Provide an Experience that Doesn't Require Human Support

2. Be Responsive

3. Be Public

4. Be Honest

5. Help Users Help You

6. Prioritize

7. Tell Users the Official Channels and Monitor Unofficial Ones

8. Have a Short Memory