So am I, "Don’t blame the tool for mismanaged expectations.". This is correct IMHO. Inviting customers in that expect support is setting their expectation that

So am I, "Don’t blame the tool for mismanaged expectations.". This is correct IMHO. Inviting customers in that expect support is setting their expectation that they'll get support in real time. I could think of potentially two of our customers that pay enough for us to consider this. The tool just needs to be used the correct way.