You've been there. A bug blocks your invoicing, you send a ticket, and then nothing. Weeks go by. Maybe a generic reply. Your cash flow doesn't care that "support is busy."

Before you sign up for any billing or inventory tool, do this: check their site and socials for real contact options (email, not just a form). Search for user complaints about support response times. Ask in the sales or onboarding call: "What's your typical response time for a blocking issue?" If they won't say, that's a signal.

Prefer tools that state a clear target (e.g. 24 to 48 hours) and that have a small enough user base that you're not a ticket number. You're running a business. Your software partner should act like one.