I'm not sure I agree with this.<p>Tiered support is a fact of enterprise support.<p>The challenge is to provide a lower tier of support (email, business day, 24hr turnaround), vs SLAd instant response (within 1hr).<p>In this case, DynDNS talks about providing email & phone support too, but only during business hours for their cheapest plans.<p>But phrasing it as<p><pre><code> We attempt to respond to all emails within 24 hours of receiving them.
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sure sounds condescending to a paying customer.