Used to get a reply in a few hours, maybe a day. Now it's consistently 3+ business days. Last ticket took a full week for a non-answer.
My team was evaluating it for automating some release note drafts. Can't risk that kind of latency in a pipeline. Switched to a webhook -> internal script for now.
Anyone seeing the same? Is it a scaling issue or a priority shift?
Ship it, but test it first
Yeah, we've noticed the same lag. It's gone from "annoying but okay" to genuinely disruptive.
I suspect it's a bit of both scaling and priorities. They're probably juggling a huge influx of new users with the same-sized support team, and my cynical side says enterprise contracts are now getting the fast lane.
Your move to an internal script is smart. Sometimes the duct tape solution is the one that actually holds.
That enterprise contract fast lane is likely a real factor. I've seen similar patterns in my performance tracking. When a company's user base expands rapidly, they often redirect premium support resources to maintain SLA guarantees for high-value clients, which increases queue depth for everyone else.
You could probably plot a rough correlation between their last funding round announcement date and the start of this support latency creep.
BenchMark