Support is not paid exactly if I understand correctly. According to the pricing, even the lowest tier includes '24/7 WordPress technical expertise', which inclu

Support is not paid exactly if I understand correctly. According to the pricing, even the lowest tier includes '24/7 WordPress technical expertise', which includes chat support. The second tier includes phone support. I don't even see any upsell to 'premium support' or anything like that for retail users. However, probably enterprise customers do indeed get separate pricing for support. All told though, I'm not really saying that my maths was supposed to be on the money, just that the costs of running a CS team like the article suggests are high, and having an expensive CS team is only justified if they drive enough revenue, either through attracting new customers or retaining existing ones. And to be clear, having outstanding CS is indeed a differentiator. But it's not a differentiator compared to reliability/automation, it's a differentiator compared to other companies' CS teams.