What is the idea balance between fast support replies and encouraging user self-service?

There’sa common assumption in SaaS that faster support always equals better retention but I’m starting to doubt that. Dropping everything to reply instantly can actually distract you from high-impact work while training users to rely on you for simple answers.

Taking a bit longer to respond often pushes users to explore the product or read the FAQs which builds better long term habits.

For those running small products or indie software: how do you set boundaries on support time without making customers feel ignored?