We host more than 5000 user regions in Amazon's California datacenter, more than any other commercial OpenSim grid or OpenSim hosting company.
Despite this fact the level of automation we created enables our system to pretty much manage itself so we rarely need to do manual system administration. We don't hire additional operations people because we don't need to.
I (and when need be my business partner) respond to emails, IMs, PMs, forum posts, Tweets, FB posts, and blog posts (in many blogs) relating to Kitely almost 24/7. Our response time is very good, as you can see from such comments made in our forums and in other people's blogs. There are also quite a few people in the Kitely user community who help other people in our forums.. As our current customer support needs are being addressed without hiring additional people, there is no need for us to hire more people at this time. When that changes, we'll hire the people that we'll need.
As an aside, I find it amusing that you think having more people working for a company to reach the same level of service is somehow desirable. Companies should target a certain level of performance and minimize expenses while maintaining it. Doing anything else means that the company is being wasteful and will need to charge its customers more than they need to.
As for an office, we're in the business of remote collaboration. If we can't provide our service working from our respective homes then who can? There is no logic in paying for an office and wasting time on commute when we can be just as effective working in our home offices.