You need to rethink your support hours
I found it incredibly frustrating that your telephonic support didn’t match the hours I actually work. When I needed help outside of the standard office hours, it was often unavailable or delayed significantly. That meant whenever I hit a snag in the evening or early morning, I was stuck waiting or trying to figure things out myself, which was a huge inconvenience. While I appreciate the attempt to be reachable during certain hours, the reality of remote work means many people operate off those schedules and need more flexible support windows. It took unnecessary extra effort to plan my working day around the support availability, which shouldn't be the case with software meant for remote workflows. I hope you consider extending or varying the hours because your current setup just doesn’t align with many customers’ real-world usage patterns and makes using the software more stressful than it has to be.