Ah! Good question. So, previously, we'd do support ourselves. It doesn't take more than 45 min - hour a day total, most days less. Part of why it's fast is we u

Ah! Good question. So, previously, we'd do support ourselves. It doesn't take more than 45 min - hour a day total, most days less. Part of why it's fast is we use our own custom-rolled tool (coming soon to a public launch near you: http://charmhq.com http://charmhq.com). This time, we have part-time help in the form of an international business major at a local university. She's not an expert on our app, BUT for hard q's, she'll just let the folks know we'll get back soon. Last summer, we had hired 2 full-time staff to do this and a variety of other things, but that was a major mistake for many reasons and we had to let them both go this fall (soooo stressful; now I am anti-hiring). The other reasons our support load is so fast/light: It's a mature product, without many bugs. If things do go wrong, it's a time tracking tool, not the end of the world. The UI of the product is really quite amazing, if I do say so myself; and that creates less confusion. The look & feel of the app, our name, our marketing materials, our philosophy, our feature set attract and groom a certain kind of customer who is much more friendly and laid-back than the average SaaS customer. We get a tenth of the angry emails of friends who have a similar number of customers. Finally, we ourselves are chill. Lots of folks with a business act as if the customer is a gunslinger shooting at their feet to make them dance. We do not. Early on in Freckle's life, we totally abandoned it for a month or two at a time, support included. Nothing terrible happened. I wouldn't do it again, but it puts it in perspective.