coy? I was going for blunt and self-depricating. The thing was that I didn't want people buying the bigger instances thinking they'd get big product support.

coy? I was going for blunt and self-depricating. The thing was that I didn't want people buying the bigger instances thinking they'd get big product support. Without putting you on my pager (which is going to cost you more than $68 a month) we simply don't have that capability. But yeah. responding in a reasonable period of time is something I am working very hard on, but to be completely honest? it's something we fail at... a lot. Person for person, I think we stack up very well against any other front line support... but there's essentially two of us, and yeah, the wait times quite often render the knowledge moot. Nick and I fight about this; Nick thinks it's better to not say anything until you can say something definite. I think it's best to say 'I'm working on it, doing X, Y and Z' - but compared to 'real companies' both nick and I are on the side of "it doesn't really count until you fix it" whereas most big companies have SLAs that reset the clock when they respond and get a level 1 person working on it.