Growth brings more customers than you can support as well as infrastructure problems that you can't handle. Because your company has not scaled up over a long time it has to hire people and shove things through the pipeline quickly which means mistakes (both in process and people) will inevitably be made. Rome wasn't built in a day as the saying goes but startups are. And they end up growing quicker than they should. Someone has to lose and it's the customer (not all of them but some of them). [1]
Not to mention the fact that if you are charging very little ($5 per month is pretty cheap obviously for the base service) it gives you less profit to handle things in a way that are perhaps more robust or doesn't give you the ability to paper over problems by building in redundancy.
The saying "price quality speed" pick any two applies here.
DO will get better of course but it will take time as they iron out and encounter the various issues that they face.
[1] I've observed this since 1982 when PC clones came out and competed with IBM. The clones shoved things into the channel and all the sudden hardware problems were shoved on the customers. Previously IBM charged enough that those things were handled by IBM not their customers. Because they had the profits and took the time to pay attention to details.
Low prices and popularity bring growth.
Growth brings more customers than you can support as well as infrastructure problems that you can't handle. Because your company has not scaled up over a long time it has to hire people and shove things through the pipeline quickly which means mistakes (both in process and people) will inevitably be made. Rome wasn't built in a day as the saying goes but startups are. And they end up growing quicker than they should. Someone has to lose and it's the customer (not all of them but some of them). [1]
Not to mention the fact that if you are charging very little ($5 per month is pretty cheap obviously for the base service) it gives you less profit to handle things in a way that are perhaps more robust or doesn't give you the ability to paper over problems by building in redundancy.
The saying "price quality speed" pick any two applies here.
DO will get better of course but it will take time as they iron out and encounter the various issues that they face.
[1] I've observed this since 1982 when PC clones came out and competed with IBM. The clones shoved things into the channel and all the sudden hardware problems were shoved on the customers. Previously IBM charged enough that those things were handled by IBM not their customers. Because they had the profits and took the time to pay attention to details.