Customer Support response times and setting expectations

We’ve had more posts recently from people wondering why they haven’t received a response to their CS requests and I wanted to shed some light on why that is.

In case you missed it here’s an introduction of our (entire) customer support team. While @MEHcus and @hollboll are rockstars, and they often work late hours and weekends, there are still only two of them. We have other people that will jump in and respond when they can from all parts of the company, but they have other stuff to do like, ya know, the jobs they were hired for.

Things have also been extra busy because of the holidays and we have this crazy notion that the customer support department should have time off too.

We’re doing everything we can to get to everyone as soon as possible but right now response times are around a few days. Keep in mind our team isn't supposed to work on the weekends so that can add a few more days if you send in a request towards the end of the week.

While it might take a while to get a response, we do whatever we can to take care of everyone the best we can. We just ask you be patient with us and everyone will get taken care of.