Why does it take hours for a response from technical support?

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hermetic

• December 20, 2022 17:36

Why does  it so often take hours for a response in an on-going issue?

Why does it seem that I keep getting different tech support people each time they engage?

 

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  hermetic

  • December 20, 2022 18:48

  4 hours waiting for a response from technical support now on my ticket.

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  Andy brown

  • December 20, 2022 18:54

  They are a small company. In most cases they have stated they will contact you in less than 48 hours.

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  hermetic

  • December 20, 2022 20:16

  We've been working on this ticket in total for 3 months. Currently for 36 hours like a game of Pong; and you're saying I should only expect a response for an ongoing ticket every 48 hours?

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  Orion22

  • January 30, 2023 19:27

  "A few hours" for a support rep to respond to a request without an ongoing (paid) subscription or support agreement is more than reasonable, it's actually pretty great. 

  I do agree that for some business use cases, that timeline would be insufficient - would be great if Firewalla offered a paid support option with a faster SLA. However, these devices are usually not deployed in mission-critical enterprise networks. Not really their target market... they're more so for home, prosumer, or small business use.

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