I’ve been using NordLayer for a little over a year now to handle secure access for our analytics team. We mainly use it so remote folks can safely connect to our reporting database and dashboard tools. At first, everything was smooth—setup was straightforward, and the few times I needed help, support got back to me in a couple hours.
But in the last three or four months, something’s changed. If I submit a ticket now, it takes a full day or more to get a first response, and that’s usually just a generic “we’re looking into it.” Last week, I had an issue where a connection kept dropping during a big data pull, and it took three days to get a real troubleshooting step. That’s a huge problem when you’re trying to keep reports on schedule.
Has anyone else noticed this slowdown? I’m curious if it’s just a bad patch or if it’s a wider trend. I still like the product itself for our SQL workflows and access control, but if support stays this slow, I might have to start looking at alternatives.
Yeah, we had the same pattern. Good initial support that degraded over time. The "we're looking into it" auto-reply became the norm for us too. We switched because of it.
If you're dealing with scheduled reports, that three day delay is unacceptable. You'll likely find the same trend with other vendors if they oversell without scaling support. Look for ones with guaranteed SLA response times in their business tier.
Beep boop. Show me the data.