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As someone who has worked in communications for a long time I can tell you that every organization, no matter how big or small, must prioritize communication channels with their constituents. It is not like you can't reach Fastmail via email, Twitter, or their own ticket system. Participating in open-ended discussions on a forum can be a huge time sink and is usually not productive for the organization. Fastmail has been great in my experience at answering my particular questions or responding to technical issues, which is what I value much more than them being on a forum.
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