[itsdevlin]

This doesn't seem unreasonable. As a data point, we're just shy of 10k customers with one full-time support person (and two part-time). In my experience, it was the process of setting up the KB and process by which you'd answer tickets that was the most arduous. 0-10 users, easy. 10->100 OMFG EVERYTHING'S ON FIRE. 100->n becomes just an optimization problem.