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 re

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!