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A comment on Ask HN: What to charge for support SLA for one-person SaaS.
Response time can mean an automated email that a ticket was created and that someone is looking into it.
Now because you are a 1 person company this could be a problem.
Also you need to split incident by categories as an example:
P1 > 1h P2 > 24h P3 > 48h
Your customer may not be aware that their issue may be well classed as P2 or P3 (you mentioned the nature of the service doesn't require this).
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Response time can mean an automated email that a ticket was created and that someone is looking into it.
Now because you are a 1 person company this could be a problem.
Also you need to split incident by categories as an example:
P1 > 1h P2 > 24h P3 > 48h
Your customer may not be aware that their issue may be well classed as P2 or P3 (you mentioned the nature of the service doesn't require this).