[licyeus]

I am the OP.

I admit my second message was terse, but the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here".

Like I said, I do not have time to hunt for whatever support channels exist and file a ticket. I pay $50 a year so they can deliver a working product, including triaging their own issues.

[Ancapistani]

> the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here".

I strongly disagree.

For those reading who may not be on X, here's Fastmail's response:

> Hello Andrew! Can you please contact our support team so we can look into this for you? http://fastmail.com/support

That seems entirely appropriate to me, for several reasons:

  - it's extremely unlikely that the person managing their social media profiles is a technical expert
  - their contact page likely feeds into a ticketing system, which means they can track the issue and actually make sure to respond to you
  - it's entirely possible that response was automated

[cosmotic]

It doesnt take a technical expert to create a ticket and attach a screenshot, nor is it unexpected that automation do all that.

[bjtitus]

There are many reasons why reaching out to support will be more effective. Logging may be tied to accounts, support systems may upload client side logs where appropriate, an event may be tracked to determine a point in time when you had the problem so relevant logs can be checked.

Their messaging probably could have been better here to say "we're looking into this. If you have time, please file a support request".

On Fastmail.com, the support request is two clicks away, under the big ? button in the upper right and "Contact Support". I'm not sure how much time you have but it took me less than 1 minute to find this button and submit from my logged in account.

[adityaathalye]

This. I am a paying customer. Fastmail's support is stellar. My first port of call is their official customer support channel. Why should I roll the dice on social media, when I have a direct line of support???

This time, I was on the support ticket window, but the penny dropped and I realised it was a service outage / degradation. So I decided to hold back for a bit before filing a ticket.

Based on experience with their service, I trust that their people know what they are doing, and are already on the job.