Here's my plain verdict on your hours and availability
You offer support and service at hours that seem designed to cover a traditional working day, which is fine if your customers do the same. I work quite irregular hours, sometimes late into the night or early in the morning, and your availability often didn’t match that. It was frustrating at times when I needed quick help but had to wait for the queue to open, or get a callback when it was convenient for you rather than me. On the positive side, the sales and pre-purchase info you provided was clear and upfront about those hours. I appreciated that transparency because it set realistic expectations from the start. Still, when I look at my own schedule versus your support windows, it’s hit or miss. Sometimes I could connect right away and get answers, which made a difference in moving through the sign-up and onboarding steps smoothly enough. Other times, the waiting or limited chat availability slowed me down more than I would have liked. So overall, your hours suit some people well but left a gap in my case that I found difficult to work around consistently.