One marked downside of all of this growth is that Netlify's paid support products have really deteriorated. If you need a support response in less than 48 hours

One marked downside of all of this growth is that Netlify's paid support products have really deteriorated. If you need a support response in less than 48 hours, your only recourse is to saddle up for their full $2000/mth enterprise support plan. Otherwise, a regular paid account has access to email support which generally has ~48 hour turnaround. This has bit us several times in the past year - generally only when we've hit a wall that we can't reconcile ourselves (redirects failing to properly shadow, custom domains that need to be manually verified/released, SSL certs that fail to auto provision) and require manual intervention from Netlify. Since each support response requires another 48 hour wait we've had tickets take well over a week to reach full resolution. Don't get me wrong, we're big fans of Netlify, and we're excited to see them succeed in this space - they would also still be my first recommendation for any hobbyist looking to host a static site. But I no longer believe they're a tenable solution for hosting anything client related or critical unless you can afford the 24k/year for an SLA. I sure do miss the days when we could hop on livechat with Mathias and Chris and have them kick the servers to fix the certbot!