Yes and no. Theoretically you could implement an online ticketing system and have one or two people going through the tickets with minimal support. Plus, they are already have the expense of having someone constantly monitoring IRC, Twitter, HN, and any other public forum so implementing a basic ticketing system within the dashboard should be minimal. As for proving support times I think that would actually benefit Stripe greatly. It is easy for me to send a support request to Stripe right now and get on HN in 5 minutes complaining I haven't received a response in hours or even days. Sadly, we live in a "now" society that when we don't get an answer in seconds we assume we are being ignored. I am not saying this is happening in every case, but IMO, proving support times can have a direct impact on reducing the negative PR around support such as posts like this one.