Can you tell me how to make my business run without me using that model? Most startups don't do support for this reason; I'm pretty sure it's impossible to do support without an available person.
But it's not unprecedented. Think Daniel Stenberg of libcurl.
I think most businesses solve this problem by charging enough to employ another person. If there's not enough value in the market for that then fair enough, but that would be the normal solution.
Would it require someone who works on the codebase? Or could you employ someone to be nice to customers and have just enough technical knowledge to do triage?
Can you tell me how to make my business run without me using that model? Most startups don't do support for this reason; I'm pretty sure it's impossible to do support without an available person.
But it's not unprecedented. Think Daniel Stenberg of libcurl.