Christian S.
Exceptional Support That Goes Above and Beyond
We recently faced an unexpected email issue with messages from a governmental office in Costa Rica. From the start, the FastMail team jumped in with exceptional dedication and persistence. They thoroughly investigated the issue and even went the extra mile by contacting the institution directly. Their collaboration ultimately revealed that the problem wasn’t on FastMail’s end. Although I initially felt a bit frustrated by the response time, I later understood that this was a complex, multi-tiered issue requiring in-depth troubleshooting. Given the level of personalized support we received, I can’t imagine Google or Microsoft offering this kind of service. FastMail’s commitment and professionalism have earned my loyalty for life.
Response from FastmailDec 6, 2024
Hi Christian. It sounds like your ticket has been escalated up to Tier 3 support, and those do definitely take a bit longer than the hour or so it usually takes to get a response from Tier 1 support, as there are fewer people with the particular expertise your ticket needs, and the subject matter of the ticket generally is much tricker and requires more investigation. We've just requested information from you--please let us know your ticket number. We'd love to make sure you're getting the help you deserve from us!



