I ran as a mostly solo developer for several years. I steered customers to make initial support requests via email, then scheduled calls wherever it was warran

I ran as a mostly solo developer for several years. I steered customers to make initial support requests via email, then scheduled calls wherever it was warranted (or sometimes just called them back if I had time and it would be more efficient). My business phone number was on my website and it went to an answering machine when I was unavailable or didn't want to take the call. Generally my customers didn't care what time of day I responded, so much as they appreciated how sincere I was about solving their problem in short order. Being so intimately knowledgeable about the product and able to effect relatively quick codechanges where warranted empowered that, and frankly the quality of support I provided ran circles around most of their other vendors where it took multiple tickets / interactions and navigating endless bureaucracy to reach someone actually able to help.