Torley as front line support

There is a thread here talking about the responsiveness of SL support.
Torley has written a great response (as is usual) but I'm puzzled.

According to the home page, there's 11 million $US/month running thru SL.

Is it all hanging on one primary Linden for front line support?
Is there just no money available to hire a support staff?

This is a premium priced 24/7 global service but it's staffed like a family-run hardware store.

This makes one wonder if the real customer that Linden Lab is interested in is the buy-out candidate and the real product Linden Lab is selling is Second Life itself and the users are just a secondary, yet necessary afterthought?

What is the plan for improving support and reliability, and insuring the integrity of our "user created content" that we entrust to your care?

Heya Lumpy! (I like tapioca but can't recall the last time I had it lumpy-style...)

I love to help but I'm not in the support dept. I'm a Community Manager of Communications and Resident Experience. =) Just to be clear on that--I'm often a connector, routing messages to the right Lindens, answering them if I can.

I know currently, with all the growth, there are times when support responses are slower than expected. That frustrates all of us. We're hiring and scaling, yes, and it's apparent the ratio of Residents-to-Lindens is only going to get higher and higher.


* Inworld, we have the Liaison team, who are often helping as frontline as it can get inworld. Help menu > Live Help to reach a Liaison

* We do also have a phone support team assisted by the friendly folks @ Alchemic Dream --did you call and not receive a response? (Support page)

* Concierge support (Cyn, Jack, Fritz Linden) is available for large landholders (1/2 region ownership or more).


Also you may recall recently, when almost 50 extra Lindens got on the phones to help with password recovery:

http://blog.secondlife.com/2006/09/12/the-perfect-password-phone-storm/

If there's a specific support issue you found troublesome and didn't get a response to, please let me know (torley@lindenlab.com) all the details, we do want to help and I don't want you feeling left out!