I've personally never scaled a B2B&C company from 0 to over 1 billion users in less than a year, but I do feel like it's probably pretty hard. Especially setting up something like a good support organization in a time of massive labor shortages seems like it would be pretty tough.
I know they have money, but money isn't a magic wand for creating people. They could've also kept it a limited beta for much longer, but that would've killed their growth velocity.
So here is a great product that provides no SLA at all. And we all accept it, because having it most of the time is still better than having it not at all ever.
I'm not judging them at all as I agree with your core statement, just saying it's quite remarkable that companies around the world who spend 6 months on MSA revisions in legal over nothing are now OK with a platform that takes 6 months to respond to support requests.
I know they have money, but money isn't a magic wand for creating people. They could've also kept it a limited beta for much longer, but that would've killed their growth velocity.
So here is a great product that provides no SLA at all. And we all accept it, because having it most of the time is still better than having it not at all ever.