24/5 is currently paused, customer support is working from 5 am till midnight UTC. Infrastructure team is still making sure your servers are up and running 24/7
We know the ability to reach out to us and ask a question or report an issue is extremely important for you. But what about when nobody's available? Getting a reply the next day is okay, but we’d like to do better than just “okay”.
We used to work from 7 a.m. London time until 7 p.m. New York time. That’s pretty good for Europe, sort of okay for the U.S., and terrible if you are in Asia, Australia or New Zealand.
That's why I’m happy to announce our Support Team is now available for 24 hours on weekdays! You can reach us via live chat or firstname.lastname@example.org. By the way, I'm not talking about live chat bots, which are becoming popular these days. No, we are all humans, with all the pros and cons that entails.
So, we now start on Monday at 8 a.m. Melbourne time, and will be happy to chat with you until 7 p.m. on Friday, New York time. In fact, we've been doing this for about a month already – we just wanted to polish our internal process a bit before the big announcement.
We're still not working on weekends, but there's not that much activity around those times anyway, and you might want to get some rest on weekends too.
Please note that we're only talking about customer support here. In the unlikely event of some server issues or an account becoming unavailable, there is still an infrastructure engineer on duty 24/7, so we have you covered there.
We really love talking to you, fixing things, and sometimes breaking things together. We hope this will result in us having more conversations, and at moments that are more convenient for you. Don't let time hold you back!