Hi @fool,
I want to make it clear that I don’t believe the issue is the attentiveness of support staff or the quality of support that they can provide, I understand that you may be working your guts out and constrained by the “parameters of the business”.
The issue we’ve encountered is very much “how the business parameters misalign with real world small business requirements”.
To ensure there aren’t any question marks around the quote we received when using the “Premium Support” enquiry form, the relevant sentences from the responses are (verbatim):
Email #1
If response time guarantees are something you’re looking for I am happy to set up some time to share more about our premium support offerings on our Enterprise plans starting at $2,000/month, annual agreements.
Email #2
$2,000 is the starting price of our enterprise plans, and that can be priority support or combined with another SKU (HP Edge, HP Build).
I’m happy to forward the emails along to anyone @Netlify to be vetted.
To provide some context for our perhaps entirely unreasonable expectations, small businesses in Australia tend to pay very little for their hosting (somewhere between $2 and $30 AUD a month) and from some companies they receive exceptional support for that price. I checked my tickets with a provider I’ve used in Melbourne for 10 years and found they had consistently responded to me in between 5 mins - 1 hour.
I absolutely do not expect that level of support from Netlify, (especially since that’s well into your Enterprise support offering!)
In terms of specifics on what we are looking for, there are several potential options that would have helped:
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Being able to pay a $? fee to escalate a ticket, where ? = “The amount Netlify would need to charge to make it viable”.
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Being able to submit tickets for actions that cannot be self-serviced into a higher priority stream, (since they are effectively current failings of the Netlify self-service system).
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Prioritising responses to private support tickets lodged from paid accounts over public community forum posts. (I’d like to believe this is already the case.)
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After Netlify support responds to a ticket it should enter a tighter loop for further responses. We received our first response after 42 hours, responded back to you in 1 hour, then waited another 39 hours for the next response (which was seemingly only actioned due to my posts on this forum?).
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Having the “Business” plan be a more enticing option by offering any level of support that is better than the “Pro” plan. We’re personally not looking for any kind of SLA, just more confidence that if a small business had a problem (e.g. their ecommerce suffered some catastrophic issue that could only be resolved by Netlify) that Netlify would respond in less than 2 days.
I don’t feel like we should “get better support without paying for it”, but at the moment you simply aren’t providing any options for better support between the bottom level plan and the top level plan.
After this experience we are very interested in the “Business” plan that is offered by Cloudflare Pages, as for $200 (per month) they indicate that they provide “live chat” support, which I’m confident would have had this particular issue solved in a matter of minutes. They also clearly outline different priority levels for support messages which we’re fine with, since if I’m asking a dumb question I don’t care if you take two weeks to respond.