Great application, great idea, great features, good pricing…. And the support service that will make you want to pull your hair out. To start, the integration with Apple is HORRIBLE, do NOT start a subscription using Apple’s subscription option. Reasons being the plans offered are only 20% of the available plans offered through the main site or any other platform. You will not be able to switch to another payment option or plan offered outside of the 3 options listed for Apple. You will not be able to cancel your subscription immediately. Now for the support… the only support offered is via email, unless you purchase a business plan which allows for a request to call… I would have done this option just for the ability to call and resolve my problem in a timely manner but unfortunately they will not allow you to switch to a business plan if you’re honest about this being the reason for the switch. If you do contact them via email, expect 3-5 days for a response… yes, 3-5 days every response… I’ve even replied back to a response within 3 minutes of receiving the email in hopes for a reply and had to wait 3 more days… if you have a time sensitive, please save yourself and try another option. No matter how good it is, it will all be worthless when you have to wait a month to fix something, trust me.
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Response from developer
Thank you for the review and feedback - we've shared it with the team. That is correct, we do not offer phone support except for enterprise-level clients for onboarding purposes. Nevertheless, we'll share your suggestion with the team. Regarding the response times, we usually respond in 24-48 hours to Free users and in less than 24 hours to paid users. Sometimes these times vary depending on the volume of tickets at that moment. We appreciate your honest feedback and feel free to contact us on our official Twitter handle (@ProtonSupport) if you have any additional feedback you would like to share with us.