Has anyone else noticed this? I've been using CyberArk for about 18 months now, and while the platform itself is solid for our needs, the support experience feels like it's shifted.
A year ago, initial responses to critical tickets were much faster. Now, even with a high-priority case, we're often waiting a full business day just for the first contact. It makes planning for outages or urgent credential rotations much more stressful. I'm hoping this is just a temporary scaling issue they're working through.
Noticed the same pattern. The initial response delay on high-priority tickets is a near universal signal that a support org is understaffed or has changed its tiering model.
They likely redefined "critical" to match their capacity, not your outage.
Prove it.