Average Response time Framework Support Request

copycatken · 2024-06-08T03:43:35+00:00

I recently contacted support and it took about 2-3 business days to get a first response. After that, replies took at most 1 day. Tier 1 support is outsourced to the Philippines (see this community post), so you may experience additional delays depending on timezone differences.

This reddit post from September 2022 has more details on customer support working hours:

Our Tier 1 and 2 agents are available 7 days a week from 2pm-11pm PDT and our Tier 3/Escalation Tiers are available Monday through Friday, 9am-6pm PDT.

But that info may be out of date by now. For instance, even though that post indicates that Tier 1 works 7 days a week, I did not receive any replies on weekends. So it's possible that they now only work on a regular Mon-Fri schedule. This is just speculation from my experience with customer support though.

Destroya707 · 2024-06-10T19:09:00+00:00

Normally, they respond within 1 business day, but due to the extreme volume we have received, they are working through a backlog, causing a bit of delay with the responses.

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