Fake Everything Until You Make It

For the first 15 months of Travis CI's existence as a
paid product, customer support went a little like this:

New email from customer.
Open a console on Heroku to fetch the relevant data.
Respond to email.
Repeat upon next email.

We didn't have any support tools, if you can imagine that. Nothing that gave us
quick access to the data we needed to look into and solve a customer's issue.

But you know what?

It was okay. It was okay to fake it until we had the time to sit down and make
it.

We could've...