You need to rethink your support hours for night workers
It didn’t really click for me that your support team operates mainly during regular office hours because I work late into the night often. When I called for telephonic support during my usual work hours in the evening, I found no one available, which made me feel quite stuck. The scheduled updates and communications also sometimes happened during my off hours, so I missed crucial information or had delays responding. I appreciate the priority assistance that is supposed to be there, but it only works if I can reach the team when I need them. If your support hours could extend to cover those of folks who have more flexible or non-standard timings, I believe the experience would improve substantially. Right now, it feels like a mismatch between your service availability and actual user schedules, which reduces the usefulness of the quick help you offer. I hope you take this feedback seriously because many remote workers like me might face the same issue.