How to Support 5,000 Customers with No Support Staff

How to Support 5,000 Customers with No Support Staff:

It will probably surprise you to find out that we actually have no dedicated support personnel inside of New Relic! Each and every support request is handled by a development engineer who has full access to our entire source base, and the full authority to do whatever is necessary to make things right.

and

Until then, I think it’s great that our development engineers have responsibility not only for writing great software, but supporting it too. In the long run, I think it makes for happier customers and a better product.

[Makes sense to me… (Disclosure, we use the service…)]

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