Do not index
Do not index
One ongoing struggle at Lunch Pail Labs has been balancing building free tools to attract attention and goodwill with the cost of supporting those users.
Free tools help build your reputation and foster positive relationships, but... 😅 that support load can become a massive drain. That’s why I’ve launched a premium support tier.
Most users can get by with documentation and community resources, but a few need more in-depth assistance—customization, troubleshooting, or specific guidance. Offering that extra support as a premium feature not only helps those users get what they need but also creates a more sustainable way for me to continue building and maintaining these tools.
This model is common in SaaS, and I’m excited to try it out here, especially as I focus more on add-ons. Here’s how I’m structuring it.
Structure
The structure is simple, though the specifics may evolve over time:
- Free Support: Users get access to community forums, documentation, and other self-serve resources.
- Premium Support: Users can subscribe for $100/month for in-depth assistance, including workflow reviews, faster response times, and more tailored support.
Paid add-ons come with 3 months of Premium Support included. After that, users can choose whether to continue with the Premium plan.
Tools Used
Here’s the tech stack I’m using to set up and manage premium support
Mintlify for my docs site. I added a support tab that outlines what free vs. premium support looks like.
Stripe for collecting payments and giving users access to a billing portal to manage their subscriptions.
HelpScout for managing support emails and using auto-replies
Make for connecting the dots and automating the support flow between tools.
That’s really it! I’m keeping the whole thing lightweight and simple, hoping it will give me more focus and momentum and excited to share the results as I have them. My goal isn’t necessarily to grow this part of the business, but rather to enable myself to keep building tools without getting bogged down by questions or more advanced implementations.
What about you? Have you tried offering a Premium Support tier for your projects? I’d love to hear your thoughts—send me a note!
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