Poor and unresponsive customer support
7/10 HighSupport is automated by bots that don't resolve issues, leading to circular conversations. Support staff often lack knowledge of implementation questions, though they eventually provide pointers.
Sources
Collection History
Pro-tier support regularly misses its stated 48-hour SLA, with some users waiting 72+ hours during active production outages. Tickets closed for non-English; users waiting a week for resolution.
Support responsiveness has also been criticized; as the company has grown, some enterprise users feel support has become more scripted and slower, often taking 24–36 hours to address non-production issues.
Community-first support model struggles with enterprise needs.
I'm very unhappy with their support, which is automated by bots and I've gone around in circles with such a bot... customer service often did not know answers to implementation questions