How well will this scale? Isn't this setting the expectations too high and if the company grows well this promise might be difficult to adhere to.

I used to host with johncompanies.com (started by the same group or person), and support was always excellent with them as well. I didn't have to use it often, but whenever I did it was a fantastic experience.

It seems like they've got a pretty good idea about what things cost them and can scale by charging the right price for their business. I think they'll do fine.

they've been around for a while. I had an account with johncompanies before I started prgmr.com. My experience was quite positive.

I've heard this 'it doesn't scale' argument many times, and I think the source is that the sort of skills it takes to maintain support infrastructure of that quality are quite different from and rarely present in the same individual (or management of a company) as the skills required to scale out a product to the mass market.

Also, I don't believe the mass market doesn't really want a unix nerd on the level 1 support line. they want someone who speaks 'normal person.'

They are quite costly compared to other online backup services — and money tends to help with scalability.

I use Rsync.net and have been very happy with them. They even give you the option now to do pull backups via cron to prevent hackers deleting your backups a la the avsim.com hack.