One thing that didn't make it into the article (I ramble and rant) is how I set it so at one point that Teams were entitled to a reply from me or the founder 24/7. This broke nearly instantly after 50 Teams.

At the moment we don't but I spoke to the fmr. Head of Support at Stripe and he told me we should think about our product coverage like an API, some parts of the product (builds for example) should be more critical on response times than others. My main goal this year is to publish an SLA table so that we can work with ever larger customers setting the right expectation.