Great feedback on our pricing and thank you for taking the time to write it up! We appreciate all feedback, whether it be flattering, neutral, or even negative; put a different way, nobody benefits from us ignoring what our customers feel about our product. In case you hadn’t guessed, this feedback has been a subject of much discussion since you raised it in the jamslack, so you’ve got the ears/eyes of all of our top stakeholders at Netlify.
As the person whom the buck stops with on our technical support offerings, I hear you. I wish we could help everyone immediately regardless of account level - my team loves helping all people, be they colleagues, customers at any account level from free to VIP, and even folks on the street - that’s who we are. However, as employees of the business, we have limited resources and we work within the parameters of the business. And, the business, not our Support team, sets our priorities and guides our workflows.
To start with, your primary assertion is correct:
there isn’t a plan that provides better support between the Pro plan ($19 per user/month) and an entry level Enterprise plan
(I don’t know about the pricing for the Enterprise plan, so I intentionally didn’t quote that).
And yes, you’re also right about response times: we attempt to respond to all Pro and Business support tickets sent by an account member from their login email address to email@example.com, within two business (aka weekday) days. Many times we are faster; occasionally we are slower, for people in those account levels. We are not a large team, and we do our best.
Enterprise customers can purchase a contractual guarantee that we will respond faster - during business hours in their region (“US”, “EU”, or “Asia/Pacific”), or instead upgrade further to 24x7 guaranteed response times. This is expensive to provide (my team must be on call for these customers, and our business believes in paying us for that time since it is outside of our usual work hours), plus escalations from these customers usually “jump the line” with other teams - so we charge appropriately for it.
We are always open to suggestions about what would be better - and while I hear you that you want “something in the middle” - maybe you could be more specific about what pricing expectations and response time you’d find reasonable, since specific feedback will be more useful here than your general dissatisfaction which makes sense, and which we do indeed hear and understand.
Thanks in advance for your advice, and your understanding that as a business, we do have to do what makes sense for us as a business. And as a customer, we acknowledge that you have to do what makes sense for your business - which may not be in alignment with ours, and that’s ok, as you can of course choose a different vendor that provides what you need at the price you want. But my hope is that your advice here leads to some changes that can leave us working together. I can’t promise that change - but I can promise that, as the voice of the customer, my team and I will make sure to represent you to our other stakeholders.