I've personally never scaled a B2B&C company from 0 to over 1 billion users in less than a year, but I do feel like it's probably pretty hard. Especially setting up something like a good support organization in a time of massive labor shortages seems like it would be pretty tough.

I know they have money, but money isn't a magic wand for creating people. They could've also kept it a limited beta for much longer, but that would've killed their growth velocity.

So here is a great product that provides no SLA at all. And we all accept it, because having it most of the time is still better than having it not at all ever.