[drelihan]

If support volume grows, there are three options: 1.) hire more staff 2.) keep staffing levels the same and force workers to take on more for the same pay or 3.) look at why support volume is growing and a) fix some avoidable reasons that require support ( small fixes in UX can go a long way ) , b) automatically solve some of the support issues ( improved documentation ), and c) have the support staff build themselves better tools so they can more efficiently handle the support volume rise.

If you are an owner, #3 will not only improve your products, but also likely to make your entire company much more valuable over time. If the staff are also owners or there is a system in place such that the staff benefits when the owners benefit, they will likely be on board for #3 as well. If #3 is not sufficient enough to provide support, then hiring should be done.

[Tepix]

There is another option: Raise prices.