Logpond support: answering everything in an hour for 6 months (then hiring)

Austin. No logo yet, do not start. Support story: answered everything within the hour for the first six months (phone notifications, shower thoughts, 2am Tuesdays, all of it). Then hired support human number one at 22k MRR. The handoff doc was 40 pages (every answer I ever gave, categorized).

What the hour taught me: speed covers inexperience (fast + wrong-but-honest + fix beats slow + perfect), tags are research (every ticket tagged by promise-challenged, the onboarding fixes came from tags), and the handoff doc writes itself if you tag (40 pages from tags, zero extra work).

Hiring rule stolen from Pieter: support load exceeded 8 hours weekly for 6 weeks. The load, not the ambition. Hired the load.

Support-lead decade nod: the tag-driven handoff doc is the professional version of my notebook. Tags are research is the line. Speed-covers-inexperience is true with the honest-fix caveat (fast + wrong + silent kills, fast + wrong + fix builds).

Docs-auditor view: 40 pages of real answers is the best docs source ever. Most docs are written from imagination. Handoff docs are written from tickets. Tickets beat imagination. Publish the handoff (sanitized) as docs.

Sanitized-handoff-as-docs: doing it. 40 pages, customer names removed, cursing removed (mine, mostly). The docs finally sound like us because they ARE us. Tickets are the voice.