Keeping Customers Happy

- Affordability - does that mean priced appropriately for value provided or cheap? In our experience, cheap means more support requirements as customers who pay too little chew up most of the support bandwidth.

- This framework won't scale as the organization gets bigger (more customers). First, low-paying customers will demand more support and providing 2 minute turnaround becomes an impossible standard.

- Finally, this level of support is economically sub-optimal as some customers who want higher levels of service will pay more for that. Support is a feature.

Just my $.02. We have lots of happy customers of our SaaS biz so I wholeheartedly agree with the sentiment. Just think it's important to be mindful of setting expectations correctly for customers as a 2 minute response standard doesn't leave much room for error and may not be sustainable.