/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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3 posts, first seen 5h ago

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3 posts

Combined views

39.8K

3 posts, first seen 5h ago

191 likes comments

19 comments

36 saves

4 reposts

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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

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

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TT Tej Tandon@tan_tej

6:57 AM · Jul 21, 2026

@shl that's too short. Don't bother 2 mins a great time to resolve tickets

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.)

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

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