What do you promise for support response times?

The expectations that we set are that support is "super fast" and that you get email support from actual senior engineers. We are a developer platform, hence letting folks know that they're not talking to a non-technical support rep.

We strive to get back with everybody within 24 hours. Usually end up getting back to people within a few hours if it's during our business time.

Haven't actually had too many inquiries about it and never any complaints. We do set an expectation that we do email support and nothing additional. This tends to scare off the more frantic folks that want to have a direct line to the CEO at all times day or night.

You get what you pay for, I try to provide options each with different response times and cost. If a client requires a minimum support time then I'd advise the cost be enough to give you room to hire someone to assist even if its on a part time basis. Support work has a tendency to pop up when you least expect it and are busy with other things.

If the fee is not feasible to them you reduce it and the minimum response time, example from 24/hrs -> 5 days.