I also run a business. I’m a customer of Mailgun as well. As a business it’s not hard to enforce boundaries without going for the nuclear option. Everybody has

I also run a business. I’m a customer of Mailgun as well. As a business it’s not hard to enforce boundaries without going for the nuclear option. Everybody has bad days sometimes, and just as we want customers to be understanding when we have downtime we can be understanding when customers are irate. In my experience customers get rude when they are already unhappy and have been for a while. In the case of Mailgun their service is very mediocre (unreliable api, slow, etc) and I don’t think they care. Does this justify rudeness towards support staff? No, but people tend to be much nicer when they’re generally happy with the service they get for their money.