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Experiences with support over the years have varied tremendously. At times, it has been a weakness in FastMail's service. At other times, people have been satisfied. My own experience has been that initial response to problem tickets has been fast, but what happens when support requests are escalated depends greatly on who it is escalated to, and other tasks the individual is involved in. It does not seem there is proper tracking and response time standards for escalated support requests. Only first line support is subject to such evaluation.
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