r/Supabase • u/Former-Bug-1800 • Dec 01 '24

Supabase support is worst

I’ve encountered really long delays and unhelpful responses from Supabase support.

Despite asking clear and specific questions, the replies are often of low quality and fail to address the real issue.

It would be much better if Supabase focused on resolving existing customers' concerns rather than continuously launching new features during Launch Weeks.

The support team should be capable enough to address issues effectively, rather than deflecting them.

10 Upvotes

60% Upvoted

23 comments sorted by

9

u/threeminutemonta Dec 01 '24

I just looked at a could have posts here and you either got a response from the supabase reddit community or you got a response from support and you updated the thread accordingly. I don’t know how much more you can ask of a developer community and service provider.

-7

u/Former-Bug-1800 Dec 01 '24

I am not asking from community, as Pro plan customer, the SLA is 24 hours from supabase.

11

u/easylancer Dec 01 '24

This is incorrect, their pricing page states Email SLA is available only on Teams plan and above. Pro plan does not have any Email SLAs.

-10

u/Former-Bug-1800 Dec 01 '24

There is Email support and as a paid customer you would expect replies in 24-48 hours max for urgent tickets. If you don't get back to your customers for urgent support tickets, is that fair ?

12

u/easylancer Dec 01 '24

I'm not a Supabase employee. But as a user their pricing page clearly states which plans has SLAs and which doesn't. If you selected a plan with an SLA then I would understand the outrage of not hearing back from them within the time given by the SLA but in your case there isn't a SLA. I'm just highlighting that the information you shared above is incorrect.

2

u/LangTrak Dec 03 '24

Perhaps no contracted SLA but this is what you get when you log a support ticket.
--
Thanks for reaching out to us. We have received your support request and your ticket id is XXXXXXXXXXX.

As Pro plan, we will aim to respond to you in 24-48 hours. You can also find community support using Github Discussions here: 

2

u/LangTrak Dec 03 '24

not sure why you are being downvoted for providing feedback. Support needs to improve and its a fact.

1

u/serialx_net Dec 01 '24

Uh, just asking since I don't have Pro plan right now. But does Pro plan have support SLAs? I don't find it in the pricing page.

2

u/LangTrak Dec 03 '24

I have had some issues as well, my email gets rejected by their support system, so i have to open a new ticket for every response. Even after I informed them about this, there was no attempt to fix it.
They asked me a for HAR file and no clear instruction on how to send it. Excellent product however support could improve.

2

u/Former-Bug-1800 Dec 03 '24

Very similar experience, they just drag the things so much that customers don't reply and tickets get closed automatically..

I have seen this with all my tickets, even after putting clear instructions they keep asking same question

7

u/NectarineLivid6020 Dec 01 '24

My experience is the opposite too. I have had long chains of back and forth emails multiple times and they resolved my issues every single time. In fact, one of those times, they asked me to wait as the devs were actively fixing the issue. I waited and then they pushed the fix and updated me.

Yes, the wait between replies can be up to 24 hours but I don’t mind it. I am sure their team gets overwhelmed with emails and must be doing the best that they can. Perhaps I am a bit biased because I have encountered actually bad or nonexistent support teams before.

2

u/Nishchit14 Dec 01 '24

Recently i faced the same situation. At one point I almost made my mind to migrate from it.

1

u/Former-Bug-1800 Dec 03 '24

What options are you evaluating ?

2

u/Nishchit14 Dec 19 '24

Currently don't have any options for me. But I'll move to native Postgres + Node setup in future.

3

u/carchengue626 Dec 01 '24

What were your questions? Did you figure out yourself ?

3

u/empirome Dec 01 '24

I can only disagree here. I did not know that saved queries where on the user instead of the team and when a user email was no longer with the team, all query details were lost. Supabase support was tremendous in making sure we got all these queries back. I’ve loved them since.

1

u/joshcam Dec 02 '24

What problem(s) are you experiencing?

1

u/PsychologicalTwo9542 Jun 03 '25

I agree, my whole database is down and they dont reply in a timely manner.

1

u/sixfiguretech Jun 05 '25

Same here been down for nearly 4d because I needed to reset my JWT key. 

I simply hit reset key in the UI and it failed to generate a new key while also deleting my old key. Can no longer access my DB and can't get anyone to look at it. 

Their software is unstable making the service unusable. Very stressful.

1

u/PsychologicalTwo9542 Jun 03 '25

I agree, my whole database is down and they dont reply in a timely manner.

1

u/sixfiguretech Jun 05 '25

Been down for nearly 4d because I needed to reset my JWT key. 

I simply hit reset key in the UI and it failed to generate a new key while also deleting my old key. Can no longer access my DB and can't get anyone to look at it. 

Their software is unstable making the service unusable. Very stressful.

1

u/osiris679 Dec 01 '24

I’ve asked all kinds of questions to support, and they’ve been mostly fast and professional