Hey @lmonroe, sorry that this post slipped through the cracks. We definitely want to handle account / plan questions in a quicker manner and would absolutely not ignore a post! We’ll follow up with you directly to confirm your email address associated with your annual plan so that we can handle your billing request for you.
We understand that the support and workflows pricing changes happened in a very short time period. Although independent of each other, it does represent a lot of change, and coming right after you purchased an annual contract may not feel great. We do believe that the new workflow changes result in a more transparent pricing model and is a result of feedback from our early customers which make it easier to scale and model your costs over time. We are definitely interested in your thoughts and can pass those onto the workflows team as well.
In regards to the support offerings, 1:1 developer support over email and Slack will now be limited to the Enterprise plan. Customers on any plan can still email us directly about account or billing related questions, and we aim to reply within 1 business day. If you’re experiencing a critical outage, that should be added to our status page, you should still email us to let us know and we will escalate these reports promptly. As you may have noticed, this change has already occurred and we aren’t grandfathering any plans. There are some more thoughts on the Community Forum and why these changes were made in this post, but also happy to directly answer any other specific questions that you have.
As mentioned above, we’ll reach out directly to handle your billing request.