Hi everyone. I've been using Drata for about eight months at my company, and for the first six, I was a huge fan. The platform itself is still doing what we need for compliance, but I've noticed a big change in the last couple of months that's been really frustrating.
Before, when I had a question about a control or needed help with an integration, the support team was quick and really helpful. They'd explain things in a way a non-expert could understand. Lately, though, it feels like pulling teeth. Responses take much longer, sometimes days for what feels like a simple question. The answers are shorter, more like canned replies, and I often have to follow up multiple times to get a real answer. It’s starting to feel like they’re stretched too thin.
I know they raised a big funding round a while back. Is this a common thing that happens after a company gets a lot of funding? Growth is good, but does customer support usually take a hit? Has anyone else experienced this, or is it just my bad luck lately?
I’m still committed to the tool, but this is making our internal audits more stressful than they need to be. Curious if others have tips for getting better support or if you’ve seen a similar pattern.