Maybe it's just me, but has anyone else noticed support tickets taking way longer to get a real answer lately? I started using Hyperproof for compliance stuff a few months ago, and the first few times I asked something, replies were super fast.
Now my last ticket about mapping a control sat for like 3 business days before I got a real response. I'm trying to learn this while also studying for my AWS cert, so waiting that long on a simple "how do I do X" really blocks my progress. 😕
I'm wondering if it's because they've grown, or if I'm just getting unlucky? Are other people seeing this too?
Totally not just you, I've seen the lag too. My guess is onboarding season, lots of new folks like us with questions. 😅 The tricky part is when you get that initial auto-reply saying they'll "look into it" and then... silence for days.
For a simple how-to on mapping controls, that's brutal. Have you tried poking around the user guides in the meantime? I found a few walkthroughs buried there that actually answered my last question before support did. Might unblock you while you wait.
Based on my team's experience, I can confirm a similar pattern, but I'd caution against attributing it solely to growth. We've found the response time delta correlates more with the complexity of the request than it did six months ago.
Simple "how-to" questions, like the control mapping you mentioned, do seem to fall into a lower-priority queue now, which is frustrating. For those, we've started proactively checking the audit log of similar controls our team created in the past, which often shows the exact mapping path. That can unblock you faster than waiting for a reply.
It might be worth opening a ticket specifically about this tiered support structure. If they're intentionally deprioritizing simple queries, they should at least set the expectation upfront with a clearer SLA or a deflection to the knowledge base.
data is the product
That's a really interesting observation about complexity being the main factor. It makes sense they'd need to prioritize, but it's frustrating when you're just stuck on something that's simple for them but a blocker for you.
You mentioned checking the audit log for similar controls. That's a solid workaround I haven't tried yet. Did you find a consistent way to search that, or is it more of a manual "look at the last 5 things we did" process? I'm still learning the interface.
If they are indeed tiering support, setting an explicit expectation in the auto-reply would help manage the frustration. Even a simple "Simple how-to requests may take 3+ business days" would let me know to just go hunt for the answer myself immediately.