SaasZilla's role in Product Suppor#
It is important to firstly understand that SaasZilla doesn't directly own any of the products listed on its platform.
SaasZilla selects promising products and teams that meet specific quality standards for a deal listing on its platform.
SaasZilla does not have internal access to the systems of the listed products, so we cannot offer direct support or manage tasks related to them.
Support is entirely provided by the product creators both during and after their listing on SaasZilla's platform.
Although we’re glad to provide general advice and mediate whenever we can, for technical help or support with any tool-related issues, please make sure you contact the product creator's team through their official support channels.
You can typically locate the most up-to-date contact details and official support options for the product in the contact section of their website or at the bottom of their website.
To understand further the role of SaasZilla and set the right expectations regarding lifetime deals, you can learn more about our "SaasZilla manifesto" here.
Requesting support to product creators#
Before contacting the product creators through official designated support channels, we recommend first checking the product documentation whenever possible. It might have the answer you need and save you time.
By the way, if you notice any missing information or ways to enhance the product, its guides, or documentation, please inform the creators. This helps all customers receive better service.
If you still need to contact the product creators for support, these quick advice could transform the way you receive support and its time:
- Document the issue clearly with screenshots or a screencast (Loom-like) showing what’s the issue and if possible, how to reproduce it.
- Include specific details about your system, device, etc (e.g. MacOS 15.4.1, Chrome 5.42 / Android 15 etc.)
- Be clear, specific and solution-oriented in your communication. From our experience, there are times when multiple team members struggle to understand what the person requesting support is trying to convey. Please ensure your support request contains all the essential information and is clear and easy to follow. We recommend reviewing and refining your message before sending it to make sure it is coherent and fully understandable.
Customer support expectations#
Weekend and outside of regular business hours support#
As of the time of writing this, major companies like Basecamp, Asana, and Trello don't even provide any support outside business hours.
Other firms such as Mailchimp, Shopify, HubSpot, Zendesk, and Slack only offer this level of support with their most expensive recurring enterprise plans.
Lifetime deal products with extended support are also uncommon by logic. It's important to have realistic expectations about their support window to avoid frustration.
Please keep this in mind and try to cooperate by adjusting your situation and expectations to reach a reasonable level of support that works for everyone.
Average support and ticket resolution times#
According to a study by Jitbit, the average customer support ticket resolution time is 82 hours (3 days 10 hours).
What about percentiles? Top 5% is 17 hours and top 20% is 43 hours (1 day 19 hours).
Most SaaS companies would have an estimated support window and ideally, the product creator would indicate this after you send your support email or chat.
But the right expectations are essential to prevent frustration.
Because lifetime deal promotions often involve creator teams with limited resources (also in part due to the lower payment received for the product), most teams usually won't outperform average.
While no one enjoys waiting, please be aware that creator teams can sometimes be overwhelmed, which may cause support to be slower during certain situations.
Being realistic when seeking support from product creators is essential. If your support needs are unique and extend beyond the usual timeframe and working hours and cannot wait, consider reaching out to the product creators to inquire about a special priority premium paid support subscription, which may provide quicker responses whenever the creators are available.
Facebook’s algorithm made Groups unreliable and unsuitable for support#
Unfortunately, it’s no secret that Facebook has been poor at sending notifications for quite a while.
You might have noticed that tagging people on Facebook often doesn’t work well anymore.
It’s not just about getting old notifications from weeks ago (if you are lucky of even getting notified at random times)—it’s about how Facebook’s system limits who actually sees tags and posts. Most notifications won't even deliver.
Because of this, a Facebook Group shouldn’t be considered nor used as an official support channel.
When you share a post or comment in Facebook groups, it's sadly unrealistic to anticipate a reply.
For effective support, kindly stick to the official support channels.
Product Support Resolution guides#
While the norm is that whenever you send a support request you get a response, there might be some situations that might need additional consideration. We hope this guide can help you get the best possible support from product creators:
Delayed or Absent Customer Support#
Ideally, product creators should set clear expectations by offering an estimated support timeframe, but many fail to do so. This can lead to misunderstandings about the expected duration of support.
As a guide for you, most SaaS won't have 24/7 customer support service, in fact, as mentioned earlier with some examples, not even most big companies will provide a reply within 48 working hours. If you have been waiting longer than that, then you might want to go through this quick checklist:
My support request seems to be ignored, what now?
- Make sure to reach out through official support channels. Many try Facebook groups, but social media floods with messages, prioritizing visibility, and Facebook often misses notifications. It's best to use the designated support channels first.
- Is this the right email address? Double check the email address is right, including its domain.
- Is this your only communication attempt? Emails also can get lost. Resending the support request after a while could be a good idea.
- Tried to contact a different support channel? Quite a few members have reported that another different support channels
- Ultimately, if nothing works, contacting product creators or founders directly—via social media DMs or LinkedIn comments linked to the deal page—has helped many of our users.
- Have I tried all this without luck? Please document everything and contact us via our official support channels so we give our best to help you contact the creator’s team.
Product changing roadmap items, or features#
We all understand how frustrating it can be when a feature we look forward to gets delayed or removed.
Roadmaps are optimistic plans, and every feature—whether new or maintained—requires an assessment of its viability and sustainability. Also, the team behind a product must prioritize features that help most users at any given time.
We recommend that if the team is transparent about their process, any changes should benefit all users, including those on LTD.
Supporting LTD products and teams during their journey is also an important part of being an LTD early adopter!
Product development missing deadlines or “less active” than your expectations#
Products are constantly changing, so outside factors can influence how fast they develop. Just because a product is developing at a slower pace than you’d expect, doesn’t necessarily mean its product "closure" (which happens when customers can no longer use the product because the owner stops offering it).
First, it’s important to check if this “slow down” is happening everywhere or just in some parts. Missing a few deadlines on the roadmap isn’t the same as not delivering any updates or fixes for several months.
From what we’ve seen with SaaS products, sometimes their team is busy working on big backend updates that take several months. Because of this, they might not have time to work on smaller, more frequent updates.
Please assess the situation objectively and check with the creator’s official support team for an explanation before jumping to a definitive conclusion.
Unresolved issues, bugs or changes made in “due time”#
Bugs can happen indeed. There are different types of bugs, and some are more urgent than others. Each kind needs a different level of attention and action.
Sometimes, people also have different opinions about the same thing. For example, some users really like a certain UI, while others find it unpleasant and want it changed. Who is right in this case?
We believe that as long as the team behind the product is honest and tries their best to fix any issues at its right time, everything should be fine.
As mentioned before, please do your best to assess the situation objectively and check with the creator’s official support team hoping for transparent communication on the matter. Please report any feedback to them via their official support channels.
SaasZilla's Support mediation#
While we do not have access to any product’s backend or control over third-party organizations, we will do our best to meditate and communicate with the creators.
If you have already followed this guide and contacted the creator’s official support team but remain unsatisfied with the product or service, here are the next steps to follow:
Reach out to Our Official Support Channels with complete and clear documentation of your issue.
Providing detailed information is crucial for us to fully understand the problem and effectively communicate with the product creators on your behalf.
All documented reports that customers like you send are processed, archived, and shared with the creator’s team along with our advice for resolving the issue.
Refund Period Considerations
- If you are still within the refund period, inform us promptly. Reporting an issue can extend your refund time while we work with the creator to find a solution.
- If your refund period has ended, we will still try to contact the creator to help accelerate a satisfactory resolution.
Final Responsibility: Please remember that support and development responsibility lies entirely with the creator’s team, who remain your primary contact. Refunds outside the refund period are always at the vendor’s discretion.
Timing Is crucial: Early communication is essential, especially during the product listing phase when our collaboration with creators is strongest. Acting quickly increases the chances of a positive outcome.
By following these steps and providing comprehensive information, you help us advocate for you more effectively during any disputes or issues.
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