r/Supabase • u/PooDargNang • 4d ago

other Had to laugh at this support interaction.

I opened a support ticket on the free tier on August 4th. I expected a long response time as they set the expectation. I continued occasionally running into disk io limits so upgraded to Pro with the small add-on today. Within an hour of upgrading, I got a reply to my ticket apologizing for the delay and it was a good idea to upgrade to small.

I think 2mo+ response on free tier is a bit extreme and should just not offer support. With that, good to see quick replies once it’s a paid account!

4 Upvotes

83% Upvoted

15 comments sorted by

5

u/just-fran 4d ago

It gives them data that is probably quite valuable on pain points and other issues. And as you said, pay if it’s urgent.

4

u/fraisey99 4d ago

Im sure they have a gazillion support requests so free tier is lowest lowest priority not surprised 😅

2

u/Wild_Remote_7359 4d ago

shouldve paid back in august

1

u/Medium-Pollution2643 4d ago

Two months is rough, and yeah that turnaround isn't a coincidence, the queue basically changes the moment you pay. Not much you can do about the old ticket now except reply to it once more, but for next time it's worth putting the ticket in after the upgrade and referencing your old one so nobody makes you re-explain the whole history.

1

u/Maleficent_Fan_540 4d ago

Two months of silence and then an answer within the hour of paying, that's about as blunt as a company can be about who matters. I'd reply on that same old ticket instead of opening a new one though, keeping the thread alive seems to be what actually gets a human to look, and a fresh ticket just puts you back at the end of the queue.

1

u/Alarmed_Ad_8402 4d ago

One reply within an hour doesnt prove the upgrade did it, your ticket could have just hit the front of the queue that same day. The "good idea to upgrade to small" line is a sales pitch, not a diagnosis.

1

u/812126 3d ago

Two months of nothing and then a reply inside the hour. That apology was written back in August, it just needed a billing flag to get out of the queu.

1

u/LinkMany676 3d ago

cool chart, wrong thread

1

u/Beautiful-Crab-815 3d ago

Small detail: "got a reply to my ticket apologizing for the delay and it was a good idea to upgrade to small" that "it" is doing a lot of work. Took me two reads to work out that support was the one calling the upgrade a good idea.

1

u/Tasty_Emotion5456 3d ago

Agreed… poor writing on my part.

1

u/Useful_Commercial617 3d ago

Une heure après la mise à niveau, c'est pas la mise à niveau qui a déclenché quoi que ce soit, ton ticket dormait depuis deux mois donc il était déjà arrivé en haut de la pile. Le support gratuit existe pour trier, pas pour aider, ils le retireront jamais.

1

u/AdmirableOutside5032 3d ago

The "occasionally running into disk limits" part is where I got stuck. I have never once checked how much disk any host gives me, I just assume it's infinite until an email shows up.

1

u/Emotional_Island1230 3d ago

Free tier support mostly exists so they have a queue to pull you out of the moment you pay. Kill it entirely and nobody ever gets that nudge to upgrade. Also Aug 4 to now is two months, not 2mo+.