[dkyc]

I don't have any inside information on this, but at the end of the day, the level of service or availability you offer is up to you. There's no legally mandated support response time or SLA, so unless you're promising something else in your Terms of Service, there's nothing stopping you from offering no support.

How customers respond to this is another question, and most of the time companies strive to have good service because they value growth higher than 'lack of employees'. But everyone is entitled to their own approach.