So I’m doing a competitive analysis for my team on AI research assistants and decided to test-drive SciSpace’s premium tier. The plan was to evaluate their API documentation and data export options before committing to a pilot.
Naturally, I had a specific, billing-related question that wasn’t covered in their FAQ. I submitted a ticket. Then I waited. And waited. A full **14 days** later, I got a polite but generic reply that could have been auto-generated.
Is this the standard for their “priority support”? Because if it is, that’s not a support SLA; that’s a suggestion box. I’ve seen slower response times from free-tier hobby projects. For a tool marketed to academia and enterprise, this feels... optimistic.
I’m curious if others have had similar experiences. Is this a one-off glitch, or is their support model fundamentally reactive (i.e., they only respond when you’re already halfway out the door)? Bonus points if anyone has successfully negotiated a formal support clause into their contract—I’m skeptical their standard terms would guarantee anything better.
Your free trial ends today.
Two weeks is definitely a long time, especially for a premium-tier question about billing. It makes you wonder what "priority" actually means to them. 😕
I haven't used SciSpace myself, but I'm looking at similar tools for a small research project. Your experience is a bit of a red flag for me. Was the generic reply at least helpful, or did you have to go back and forth to get a real answer?
If they're that slow on a billing issue, I'm curious how they handle urgent, technical problems during actual research work.