/TECH

Gumroad founder Sahil Lavingia targets 300ms support response times

GO

SL

The target includes deploying live bug fixes to production.

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58.7K

3 posts, first seen 21h ago

279 likes

Reactions from ranked influencers

3 posts

Combined views

58.7K

3 posts, first seen 21h ago

279 likes comments

25 comments

59 saves

7 reposts

Sentiment

Positive61.1%38.9%Negative

Positive Read

Positive users praise Gumroad's 300ms support goal and 2-minute response times for transparency and simplicity, while negative users dismiss the target as unrealistic for code deployments and harmful to engineers.

Based on 10 visible X reactions from 26 accounts; directional sample.

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Reactions from the X community

SD Sam Ducker@samducker

5:07 PM · Jul 21, 2026

There is no worse experience than having an AI bot instantly respond to your question that you already understood from reading the troubleshooting guides Or a response from a human where they haven’t understood the question and the context of your question. Why not solve for satisfied customer the same day instead of optimising for a 300ms response time.

M2 Murph 2@Murph_2

9:16 AM · Jul 21, 2026

@shl I really appreciate how transparent you are with all of this stuff. It's refreshing to see and inspirational to learn about how you're doing all of this.

MC Mike Chong@realMikeChong

7:03 AM · Jul 21, 2026

@shl This is huge. You are definitely building the next product, actually doing customer support much better than branded products like @sierraplatform

ET Ember Tina@kellendaianevil

7:11 AM · Jul 21, 2026

@shl 300ms for tickets that need a production deploy is basically asking your engineers to never sleep theres ambitious and then theres unrealistic

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V0 V0LYX@0xV0LYX

6:33 AM · Jul 21, 2026

@shl 300ms for tickets that need code deployed is wild That’s not ambitious it’s ignoring how deployment pipelines actually work

SL Sahil Lavingia@shl

6:37 AM · Jul 21, 2026

@pavelbennet Liar

SL Sahil Lavingia@shl

6:46 AM · Jul 21, 2026

1297TECH

@GergelyOrosz Good to know! Will investigate. We should add a proper form to the Help Center as an option and maybe other pages should have a way to trigger. (I prefer mailto: so I can trigger from any surface and have a record in my inbox) @gumclaw create issue and PR

SL Sahil Lavingia@shl

6:30 AM · Jul 21, 2026

1297TECH

Our new goal is 300ms for all customer support tickets, including those that require a bug fix to be deployed to production. (If we didn’t have ambitious goals, we’d have 0 need for humans.)

25

59 saves

7 reposts

Sentiment

Positive61.1%38.9%Negative

Positive Read

Positive users praise Gumroad's 300ms support goal and 2-minute response times for transparency and simplicity, while negative users dismiss the target as unrealistic for code deployments and harmful to engineers.

Based on 10 visible X reactions from 26 accounts; directional sample.

Digg Deeper

Ask a question below.

Published answers will appear here.

GO Gergely Orosz@GergelyOrosz

6:43 AM · Jul 21, 2026

1120TECH

@shl My ticket took 7-8 minutes to respond back fwiw Good job, tho why email only with a mailto:link? That feels somewhat archaic