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Thanks! The support thing is the reason I've had people pay me before they actually had to. I realize 2 minute response times isn't sustainable long term - but with the product in its infancy and still being battle tested, it's sort of necessary right now.

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I don't see why 2 minute response times can't be sustainable, you just might need help with it down the track. I launched my SaaS product in June 2011, so am a bit further along than you and am still managing to maintain it.

I really hope people take your advice on board, I think those techniques made the difference for me.

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