Actually, shockym, there could be plenty of reasons to have a business plan and not have a support phone line. When I started out, I had a business plan - a good one. Start slow, concentrate on what I knew, build the business well rather than fast, provide the kind of support I would expect...which does not include phone support. Thorough answers in plain English? Yes. Courteous, responsive communication? Yes. Honesty and clear dealing? Most definitely yes.
Note that these can be done using tools other than a phone.
I didn't offer phone support when I started out. I didn't have the budget. Nor did I have the inclination to offer phone support even if I did have the budget back then.
I prefer to use email, forums, or IM - even when dealing with my datacenter and providers. If there isn't a thriving client forum available, I don't continue to use the service. It's all down to how each person prefers to communicate. Some folks, such as yourself, vastly prefer - even require - a phone number. Other clients can take a phone number or leave it.
While I could conceivably hire a company like Bobcares or Actsupport to answer Level 1 support calls on a per-call basis, I myself have negative experiences with outsourced customer service. I don't like dealing with someone who, no matter how courteous and responsive, is obviously reading from a script. It was a bit of work, but writing out simple, straightforward customer support documentation for my control panel helped me get into my potential customers' minds and anticipate places where they'd have questions or problems - thus letting me enhance my support documentation, or take other steps to smooth these customer roadblocks. Not everyone has the time or inclination to do this; but I did, and still do.
