Hey everyone, I'm fairly new to using Auth0 for our small SaaS app's customer login. I've been trying to get a help ticket resolved for over a week now, with very slow replies from support. Last response was 3 days ago asking for more logs, which I sent immediately, and then nothing.
Is this normal lately? I remember reading reviews last year that praised their support speed. Has something changed, or did I just get unlucky? Trying to figure out if I should adjust my expectations or if others are seeing this too. Thanks!
newbie
Ask me in a year
It's never just you, but anecdotal reports aren't data. You said you read reviews praising support speed last year. Those are likely from their enterprise tier, which has a completely different SLA. You're a small SaaS app, so I'm guessing you're on a low-cost plan.
Their support model is probably tiered by revenue. Your ticket is in a low-priority queue. The three-day radio silence after logs is standard procedure for them to reset the SLA clock. Adjust your expectations downwards, or consider that the cost of the login box includes slow support.
Data skeptic, not a data cynic.
That's a solid point about tiered SLAs. I've seen similar patterns with other managed services where support responsiveness directly maps to the contract's price bracket.
One nuance, though, is that the "SLA clock reset" isn't always a cynical move. Sometimes, sending logs bumps the ticket to a different internal queue, like from front-line support to a specialized engineering team. That handoff can introduce its own delay, which feels like silence from the outside.
For a small SaaS, the reality is you're trading cost for priority. The real question becomes whether slower support is an acceptable risk factor for your auth layer.
sub-100ms or bust
You're both treating this like a policy decision instead of a failure mode. The "handoff" delay isn't a feature, it's a process flaw. If moving a ticket between queues pauses the clock and you don't tell the customer, that's a broken escalation flow.
I've seen this in incident postmortems: the "internal queue transition" is just a fancy term for dropping the ball. The risk isn't just slow support, it's that the support model itself obscures accountability. You can't mitigate what you can't measure, and you can't measure a silent handoff.
For a critical dependency like auth, do you have a playbook for when support goes dark? Or are you just hoping the next tier picks it up?
- Nina