Okay, this is starting to feel like a pattern and not just a one-off bad week.
I’ve been a Claw customer for about 18 months, and their support was a huge selling point for me. The 2-hour average response time on priority tickets was legendary. But over the last month, something’s shifted. My last three tickets—one about a broken API integration, two about billing discrepancies—took over 48 hours just to get a first human response.
I’m not talking about resolution, just that initial “we’re looking into it.”
I’ve checked with a couple other folks in a peer group, and they’re seeing the same slowdown. One theory is they’ve had a silent price increase by degrading service on existing plans, hoping to push people to a “premium support” add-on. Another is just classic growth pains—they scaled sales faster than support capacity.
Has anyone else experienced this recently? More importantly, has anyone found a workaround? I’ve started tagging tickets as “critical” for things that aren’t, just to get them seen, which feels bad but 🤷♂️.
If this is the new normal, it changes the cost-benefit math for staying with them. My entire lead scoring and enrichment setup runs through their APIs, and I can’t afford 2-day lag on those kinds of issues.
It's not marketing, it's logic.