@bigtomato.official (Bigtomato Official) posted a new topic, subject "About email support". It read:

   I'm currently in a professional plan.
    
    I asked some questions to Email-support, but they always say “Post questions on this forum and someone will answer”
    
    I believe Email-support actually DO NOT support anything !
    
    Anyone experienced the same response ?
    
    If you want to rely on Email-support to build your app, I absolutely don't recommend it.

To which @supernaturally (Supernaturally) replied

    You'll usually have better chances reaching a solution through the forum from people that have gone through the same experience as you. The Bubble team is small, so they likely have limited bandwidth for customer support. I'm sure they're not ignoring your questions, they're likely focused on building Bubble (the platform) until they reach a scale that can deal with higher volumes of customer support.
    
    In my experience, unless you're experiencing a critical bug with Bubble itself, you'll get faster responses via the forum. Posting to the forum also helps add to the general Bubble knowledgebase and will be helpful to anyone else that runs into the same issue down the road - Bubble developers can find a solution to their issue instantly vs. waiting for customer support to respond via email. Also, it's not uncommon for the Bubble team to respond to forum questions either.

After which, @Bubbleboy added

    What questions are you posing to support? How long have you been bubbling?
    
    I have 2 professional plans and on the rare occasion I have had an issue… Their support has been voracious and near real time.

To which @bigtomato.official (Bigtomato Official) replied

    Yes I understand what you say. In my opinion, no matter how small the Bubble team they should take care each of user's project because it's included in the professional plan. “Not free plan”
    
    At least, I believed they would give me some useful advices.
    
    Anyway, thank you for sharing your experience. I really appreciate it.

@supernaturally (Supernaturally) replied

    I understand where you're coming from. The good side of it - they have also built this community, which is very active. Did you try posting your question?
    
    Having built several ‘bootstrapped' businesses before, I can tell you from my personal experiences - customer support to individuals (vs. enterprise customers) was always a drain on our operational resources and would often make it rather difficult to stay focused on delivering value to the same audience. That said, customer support is very important and putting a human touch on communication helps build rapport with users…as it should. From a business owner perspective, I think the forum approach is a clever way to crowdsource customer support and continue staying focused on building a great product. From a user perspective, I totally get where you're coming from.


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